Experienced Customer Service Representative II (Remote) - Providing Exceptional Support to the Public and Healthcare Professionals

At arenaflex, we are dedicated to delivering exceptional customer service and support to the public, healthcare providers, and public health professionals. As a valued member of our team, you will play a crucial role in providing accurate and timely information on a wide range of health topics, including COVID-19 and other emerging health issues. If you are passionate about delivering outstanding customer service, working in a fast-paced environment, and making a positive impact on people's lives, we encourage you to apply for this exciting opportunity.

About arenaflex

arenaflex is a leading provider of innovative solutions and services to the public and private sectors. Our team of dedicated professionals is committed to delivering exceptional results, exceeding customer expectations, and making a positive impact on our communities. We are proud to be a part of the CDC INFO program, which provides critical information and support to the public, healthcare providers, and public health professionals.

Job Summary

We are seeking an experienced Customer Service Representative II to join our team in Tucson, AZ. As a Customer Service Representative II, you will be responsible for providing exceptional customer service to the public, healthcare providers, and public health professionals via phone, email, chat, and other communication channels. You will be the primary point of contact for customers, providing accurate and timely information on a wide range of health topics, including COVID-19 and other emerging health issues.

Key Responsibilities

* Provide exceptional customer service to the public, healthcare providers, and public health professionals via phone, email, chat, and other communication channels

• Respond to customer inquiries in a timely and professional manner, providing accurate and reliable information on a wide range of health topics
• Utilize databases and written materials to look up and provide information to customers, as well as scheduling appointments and sending out kits
• Maintain up-to-date knowledge of CDC Public Response, procedures, and policies to provide knowledgeable responses to customer inquiries
• Track and document all inquiries, appointments, kits, and other customer interactions using CRM and applicable systems
• Meet Quality Assurance (QA) and other key performance metrics, including customer satisfaction and response times
• Escalate calls, emails, chat, scheduling, or kit-related issues to the appropriate designated group
• Continually look for and suggest process improvements that will benefit arenaflex, CDC, and the public (inquirers)
• Attend meetings and training as requested and maintain up-to-date knowledge of public response, programs, and systems

Essential Qualifications

* High school diploma or equivalent with 6 months of customer service experience

• Minimum 6 months of customer service/administrative/call center experience
• Must be able to speak and write English clearly and professionally
• Successfully complete the written assessment
• Highly effective communicator with strong ability to provide an excellent empathetic customer experience
• Excellent listening, comprehension, communications (verbal and written), problem-solving, and customer service skills
• Experience working with a PC, MS Word, and Outlook required
• Must have demonstrated excellent interpersonal and leadership skills and the ability to organize simultaneous tasks
• Proven ability to work as a member of a team, as well as independently
• All CDC INFO personnel will be required by contract to undergo periodic program update training as the program changes
• All CDC INFO personnel are required to sign a Statement of Understanding and Non-Disclosure

Preferred Qualifications

* Previous experience with phone systems and headset preferred

• Must be able to work from home and comply with remote working policies and requirements
• Flexibility - Required to work holidays, weekends, and/or weekends to meet operational needs
• Must be able to work alternate schedules

Home Office Requirements

* Internet speed of 25mbps or higher download and a upload of 10mbps or higher required (you can test this by going to www.speedtest.net)

• Preferred Windows or Mac (no Chromebooks or tablets)
• Hardwired internet (ethernet) connection
• Private work area and adequate power source

Compensation and Benefits

* Competitive salary range: $17.75 - $22.17 per hour

• Comprehensive benefits package, including medical, dental, and vision insurance
• Paid time off and holidays
• Opportunities for career growth and professional development
• Collaborative and dynamic work environment

How to Apply

If you are a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and cover letter, to [insert contact information]. We look forward to hearing from you!

Equal Opportunity Employer

arenaflex is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information, and other legally protected characteristics.

Pay Transparency

For positions on this contract, arenaflex will pay the prevailing wage rate for the location in which the employee is working, as determined by the Department of Labor. That wage rate will vary depending on locality. An applicant's salary history will not be used in determining compensation. Apply for this job