Experienced Customer Experience Specialist (2nd & 3rd Shift) – Remote Opportunity with arenaflex
At arenaflex, we're dedicated to 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 passionate about customer service, have a strong work ethic, and thrive in a fast-paced environment, we encourage you to apply for this exciting opportunity.
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 enabled us to establish ourselves as a leader in our industry. We're proud of our organic growth strategy, which has allowed us to maintain a strong company culture and values-driven approach.
Work Schedule
As a Customer Experience Specialist, you'll be working on a rotating 2nd and 3rd shift schedule, which includes:
- 1st and 3rd week:
+ Saturday: 3rd shift (10:30 PM - 7:00 AM) + Tuesday: 2nd shift (10:30 AM - 11:00 PM, 12 hours) + Wednesday: 3rd shift (10:30 PM - 7:00 AM) + Friday: 2nd shift (10:30 AM - 11:00 PM, 12 hours)
- 2nd and 4th week:
+ Saturday: 2nd shift (2:30 PM - 11:00 PM) + Sunday: 2nd shift (2:30 PM - 11:00 PM) + Tuesday: 3rd shift (10:30 PM - 7:00 AM) + Thursday: 2nd shift (2:30 PM - 11:00 PM) + Friday: 3rd shift (10:30 PM - 7:00 AM) You'll be required to work weekends and holidays, and flexibility is essential, as you may need to work overtime, come in early, leave later, or switch schedules for coverage.
Ideal Candidate
We're seeking an experienced customer service professional who can:
- Provide exceptional customer service and support via phone, email, and support software
- Prioritize and multitask with attention to detail, managing multiple customer requests and service calls
- Articulate thoughts clearly and concisely in written and verbal communication
- Work effectively in a remote environment, using computer systems, Excel, and other Microsoft Office applications
- Possess a strong ability to prioritize tasks, manage time, and maintain focus on details
Essential Functions
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 necessary
- 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
Benefits and Perks
At arenaflex, we value our employees and strive to create a healthy and happy work environment.
We offer
- Competitive salaries
- Travel allowance
- A diverse blend of benefits, incentives, and business practices
- 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
Equal Employment Opportunity
arenaflex is committed to equal employment opportunity and offers a drug-free work environment to all qualified applicants without regard to race, color, religion, sex, age, national origin, sexual orientation, disability, marital status, veteran status, or any other category protected by applicable law.
How to Apply
If you're a motivated and customer-focused individual who is passionate about delivering exceptional patient experiences, we encourage you to apply for this exciting opportunity. Please visit our website to submit your application: Apply Job! Apply for this job