Experienced Customer Experience Representative – Mom & Baby

Are you a compassionate customer service professional with a passion for delivering exceptional experiences to new and expectant mothers? Do you thrive in a dynamic, fast-paced environment where no two days are the same? If so, aren'taflex is looking for a talented Customer Experience Representative to join our Mom & Baby team!

About arenaflex

arenaflex is a leading provider of home health products and equipment, dedicated to revolutionizing the industry by prioritizing our customers, community, and coworkers. With a focus on innovation and customer satisfaction, we're creating a better way of doing business. Our commitment to excellence has earned us recognition as a Family Forward Certified company, a 5000 Best Place to Work award winner, and a recipient of the HME Excellence Award and Sky High Growth Award.

The Opportunity

As a Customer Experience Representative on our Mom & Baby team, you'll be part of a dynamic group of 40 customer service representatives, 7 inside sales managers, and a supportive team of experts. Our division provides breast pumps, maternity compression, and lactation support services to new and expectant mothers, as well as expecting mothers, MD offices, and insurance providers. Your success will be measured by your ability to meet metrics surrounding four key pillars: customer service, phone metrics, gross profit, and closing percentage.

Primary Responsibilities

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

• Working with customers who have requested mom and baby items through insurance
• Overseeing orders nationwide for mom and baby items through insurance
• Interfacing with existing customers to determine which products meet their needs
• Presenting arenaflex's services to customers
• Handling inbound calls and emails from patients and converting them to potential sales
• Contacting patients through outbound phone calls and emails
• Investigating and troubleshooting customer service issues
• Communicating with customers to provide equipment/sizing troubleshooting
• Prompt follow-up for services promised/rendered
• Entering new customer demographics and updating changes to existing accounts
• Documentation processing, including verification of insurance
• Order entry and data maintenance
• Other duties as assigned

Skills for Success

To excel in this role, you'll need:

• Excellent customer service skills
• Ability to handle high call volume
• Ability to work individually and as part of a dynamic team
• Self-motivation, high energy, and an engaging level of enthusiasm
• Exceptional verbal, written, listening, and presentation communication skills
• Self-discipline with excellent critical thinking and organizational skills
• Ability to multi-task and research
• Willingness to work in a high-stress environment
• Proven work history illustrating stability and reliability, and strong work ethics
• Sensitivity to patient care issues
• Ability to maintain HIPAA confidentiality

Required Qualifications

To be considered for this role, you'll need:

• High school diploma or equivalent; some college preferred
• Microsoft Office computer skills
• 1+ years of customer service experience
• 1+ years of multiple phone line experience
• Starting rate: $18 an hour!

What arenaflex Offers

At arenaflex, we're committed to providing a comprehensive benefits package that supports your well-being and career growth. Our offerings include:

• Competitive pay
• Health plans with FSA or HSA options
• Dental and vision insurance
• Optional life insurance
• 401K with company match
• 12 weeks of parental leave for birthing parents and 4 weeks leave for non-birthing parents
• Additional parental benefits, including fertility stipends and free diapers
• Paid holidays
• PTO accrual from day one
• Employee assistance programs
• And much more!

Join the arenaflex Team

If you're looking for an opportunity to make a meaningful impact and be part of a dynamic, growth-oriented organization, we want to hear from you! arenaflex is an equal opportunity employer committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. Apply Now! Apply for this job