Experienced Full Stack Customer Experience Specialist – Remote WFM (2nd & 3rd Shift)
At arenaflex, we're passionate about delivering exceptional customer experiences that exceed our clients' expectations. As a leading provider of innovative solutions, we're committed to growing our team with talented individuals who share our vision. We're excited to announce an opportunity for a seasoned Customer Experience Specialist to join our remote WFM team, working 2nd and 3rd shifts.
About arenaflex
arenaflex is a privately held organization that has been dedicated to organic growth, doubling our revenue in the past 10 years. We pride ourselves on our "White Glove" service model, delivering the best patient experience possible through cutting-edge technology and a customer-centric approach. Our commitment to innovation and excellence has earned us a reputation as a trusted partner in the industry.
Job Summary
We're seeking an experienced Customer Experience Specialist to join our remote WFM team, working 2nd and 3rd shifts. As a key member of our customer service team, you'll be responsible for providing exceptional support to our clients, resolving customer concerns, and ensuring seamless communication across all channels. If you're a customer service professional with a passion for delivering outstanding experiences, we encourage you to apply.
Work Schedule
As a remote WFM 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 HIPPA 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 Qualifications
To be successful in this role, you'll need:
- 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 would be beneficial:
- Experience working in a remote or WFM environment
- Familiarity with OMS and other web-based system tools
- Strong problem-solving and analytical skills
- Ability to work in a fast-paced environment with multiple priorities
Benefits and Perks
At arenaflex, we value our employees and want them to be healthy and happy. We offer a competitive salary, travel allowance, and a diverse blend of benefits, incentives, and business practices. Some of our benefits include:
- Health, dental, and vision insurance
- Company-paid dental (with applicable health plans)
- 401k 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. We offer 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. Equal employment opportunity includes hiring, training, promotion, transfer, demotions, and termination.
How to Apply
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