Experienced Customer Experience Specialist (2nd & 3rd Shift) – Remote Opportunity with arenaflex

At arenaflex, we're dedicated to delivering exceptional patient experiences through our innovative technology and "White Glove" service model. As a Customer Experience Specialist, you'll play a vital role in ensuring our clients receive the best possible care. If you're passionate about customer service, have a knack for problem-solving, and thrive in a fast-paced environment, 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 organic growth and investing in cutting-edge technology has enabled us to provide unparalleled support to our clients. We're proud of our "White Glove" service model, which prioritizes delivering exceptional patient experiences. As a valued member of our team, you'll be part of a dynamic and supportive environment that fosters growth, innovation, and excellence.

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 managing incoming customer service phone calls, resolving customer concerns, and providing exceptional support to our clients. If you're a customer service professional with a passion for delivering outstanding experiences, we encourage you to apply!

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)

Key Responsibilities

As a Customer Experience Specialist, you'll be responsible for:

• 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, as well as handing off follow-ups to coworkers on the next shift
• Ordering and canceling injectable doses
• Entering helium readings into OMS

Essential Functions

To succeed in this role, you'll need to possess:

• Customer service/call center/patient scheduling experience
• Strong ability to prioritize and multitask with attention to detail
• Time management, organization, and focus on prioritizing and multitasking with attention to detail
• Ability to articulate thoughts into clear and concise written and verbal communication
• Strong written and verbal communication skills
• Experience working on computers, using Excel, and other Microsoft Office applications

Preferred Qualifications

While not required, the following qualifications are highly desirable:

• Experience working in a healthcare or medical-related field
• Familiarity with OMS, Word, and Excel
• Strong problem-solving and analytical skills
• Ability to work in a fast-paced environment with multiple priorities
• Excellent communication and interpersonal skills

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:

• Ongoing training and development opportunities
• Mentorship and coaching from experienced colleagues
• Opportunities for advancement and career growth
• A dynamic and supportive work environment that fosters innovation and excellence

Work Environment and Company Culture

arenaflex is a dynamic and supportive work environment that values innovation, excellence, and customer satisfaction. As a Customer Experience Specialist, you'll be part of a team that's passionate about delivering exceptional patient experiences. Our company culture is built on:

• A commitment to customer satisfaction and excellence
• A culture of innovation and continuous improvement
• A supportive and collaborative work environment
• Opportunities for growth and development
• A focus on work-life balance and employee well-being

Compensation, Perks, and Benefits

arenaflex offers a competitive salary, travel allowance, and a diverse blend of benefits, incentives, and business practices. As a Customer Experience Specialist, you'll enjoy:

• Competitive salary and benefits package
• Travel allowance and reimbursement for work-related expenses
• 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
• Wellness program with generous incentives
• Employee recognition programs
• Referral bonus program
• Job training and professional development opportunities

How to Apply

If you're a customer service professional with a passion for delivering exceptional experiences, we encourage you to apply for this exciting opportunity! Please submit your application through our website, and we'll be in touch to discuss your qualifications further. Apply Now! Apply for this job