Experienced Customer Experience Specialist (2nd & 3rd Shift) – Remote Opportunity with arenaflex
At arenaflex, we're passionate about delivering exceptional patient experiences through our "White Glove" service model. As a Customer Experience Specialist, you'll play a vital role in ensuring our clients receive the highest level of care and support. If you're a customer service professional with a passion for delivering outstanding experiences, we want to hear from you!
About arenaflex
arenaflex is a privately held organization that has experienced remarkable growth over the past decade, doubling our revenue in just 10 years. Our commitment to innovation and customer satisfaction has earned us a reputation as a leader in our industry. We're proud to offer a dynamic work environment that values employee growth, well-being, and happiness.
Job Summary
We're seeking an experienced Customer Experience Specialist to join our customer service team on a full-time basis. This role will be remote, allowing you to work from anywhere in the United States. As a Customer Experience Specialist, you'll be responsible for providing exceptional customer service, resolving customer concerns, and ensuring seamless communication with our clients and internal teams.
Work Schedule
As a Customer Experience Specialist, you'll work a rotating 2nd and 3rd shift schedule, which includes:
- 1st and 3rd week:
+ Saturday: 10:30 PM - 7:00 AM (3rd shift) + Tuesday: 10:30 AM - 11:00 PM (12 hours, 2nd shift) + Wednesday: 10:30 PM - 7:00 AM (3rd shift) + Friday: 10:30 AM - 11:00 PM (12 hours, 2nd shift)
- 2nd and 4th week:
+ Saturday: 2:30 PM - 11:00 PM (2nd shift) + Sunday: 2:30 PM - 11:00 PM (2nd shift) + Tuesday: 10:30 PM - 7:00 AM (3rd shift) + Thursday: 2:30 PM - 11:00 PM (2nd shift) + Friday: 10:30 PM - 7:00 AM (3rd shift) You'll be required to work weekends and holidays, and flexibility is essential, as you may need to work overtime, come in early, or leave later to ensure coverage.
Ideal Candidate
To succeed in this role, you'll need:
- Customer service, call center, or patient scheduling experience
- Strong ability to prioritize and multitask with attention to detail
- Excellent time management, organization, and focus on prioritizing tasks with attention to detail
- Ability to articulate thoughts clearly and concisely in written and verbal communication
- Strong written and verbal communication skills
- Experience working on computers, using Excel, and other Microsoft Office applications
Essential Functions
As a Customer Experience Specialist, you'll be responsible for:
- Providing professional engagement and follow-up communication via phone, email, and support software with customers and coworkers
- Exhibiting a positive, can-do attitude with all customers
- Consistently performing all steps of the Customer Experience Initiative
- Managing incoming customer service phone calls and other customer requests
- Creating service requests and dispatching accordingly
- Identifying and resolving customer concerns in a professional and timely manner
- Using web-based system tools, such as OMS, Word, and Excel, on a daily basis
- Logging all communication in work service requests
- Interacting with vendors, customers, and employees via phone, text, and emails
- Escalating service calls when needed
- Attaching Field Service Reports to service requests in OMS
- Auditing reports from vendors and ensuring all calls are logged in OMS
- Following through on the resolution of any customer needs
- Acting as the nighttime contact for drivers, providing scheduling and maintenance support
- Handling inbound and outbound calls to 20-30 drivers nightly, proactively monitoring on-time pick-ups and deliveries
- Escalating problems to proper manager contacts as appropriate
- Following HIPAA regulations as it pertains to communication
- Effectively communicating pertinent information to daytime contacts within multiple geographical regions and handing off follow-ups to coworkers on the next shift
- Ordering and canceling injectable doses
- Entering helium readings into OMS
Career Growth Opportunities and Learning Benefits
At arenaflex, we're committed to helping our employees grow and develop their careers. As a Customer Experience Specialist, you'll have access to:
- Job training and professional development opportunities
- A diverse blend of benefits, incentives, and business practices
- A comprehensive employee recognition program
- A referral bonus program
- A wellness program with generous incentives
- Health, dental, and vision insurance
- Company-paid dental (with applicable health plans)
- 401(k) matching
- Employee Assistance Program
- Company-paid life insurance and voluntary supplemental life insurance
- Voluntary short-term/long-term disability options
- Flex PTO and paid holidays
- Company swag
- Health club reimbursement
Work Environment and Company Culture
At arenaflex, we value our employees' well-being and happiness. Our company culture is built on a foundation of:
- Respect and empathy for our clients and employees
- A commitment to innovation and customer satisfaction
- A dynamic and supportive work environment
- Opportunities for growth and development
- A focus on employee well-being and happiness
How to Apply
If you're a customer service professional with a passion for delivering exceptional experiences, we want to hear from you! Apply now to join our team as a Customer Experience Specialist. Apply for this job