Introduction to arenaflex
arenaflex is a privately held organization that has been committed to growing organically, doubling its revenue over the past decade. This remarkable growth is a testament to our dedication to providing the best technology and services to support our clients. At the heart of our success lies our "White Glove" service model, designed to deliver the best patient experience possible. We pride ourselves on our ability to make a meaningful difference in the lives of our patients and customers, and we're now looking to expand our customer service team with a highly skilled and compassionate Customer Experience Specialist.
Job Overview
We are seeking a full-time Customer Experience Specialist to join our remote customer service team, working from anywhere in the United States. This role will involve working rotating 2nd and 3rd shifts, including weekends and holidays, with a requirement to be flexible and available for overtime when needed. The ideal candidate will possess excellent customer service skills, the ability to prioritize and multitask, and strong written and verbal communication skills.
Work Schedule
The work schedule for this role will be as follows:
- 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)
Flexibility is essential, as you may be required to work overtime, come in early, leave later, or switch schedules for coverage. You will also be required to work weekends and holidays.
Key Responsibilities
As a Customer Experience Specialist at arenaflex, your key responsibilities will include:
- 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 email
- Escalating service calls when needed
- Attaching Field Service Reports to service requests in OMS and auditing reports from vendors
- 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 and proactively monitoring on-time pickups and deliveries
- Escalating problems to proper manager contacts as appropriate
- Following HIPAA regulations as they pertain to communication
- Effectively communicating pertinent information to daytime contacts within multiple geographical regions
- Ordering and canceling injectable doses
- Entering helium readings into OMS
Essential Qualifications
To be successful in this role, you will need to possess the following essential qualifications:
- Customer service, call center, or 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 essential, the following preferred qualifications will be advantageous:
- Previous experience in a remote work environment
- Familiarity with web-based system tools and software
- Experience working in a fast-paced, dynamic environment
- Strong problem-solving and analytical skills
- Ability to work independently and as part of a team
Career Growth Opportunities and Learning Benefits
At arenaflex, we are committed to the growth and development of our employees. As a Customer Experience Specialist, you will have access to:
- Comprehensive training programs to enhance your skills and knowledge
- Ongoing coaching and feedback to support your career growth
- Opportunities for professional development and advancement within the company
- A dynamic and supportive work environment that encourages collaboration and innovation
Work Environment and Company Culture
arenaflex is dedicated to creating a positive and inclusive work environment that values diversity, equity, and inclusion. We offer a remote work arrangement that allows you to work from anywhere in the United States, with a requirement to attend a two-week training session at our Downers Grove, IL location. Our company culture is built on the principles of:
- Respect and empathy for our patients, customers, and employees
- A commitment to delivering exceptional customer experiences
- A focus on teamwork, collaboration, and open communication
- A dedication to continuous learning and improvement
Compensation, Perks, and Benefits
arenaflex offers a competitive compensation package, including:
- Salary and benefits package
- 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
Conclusion
If you are a motivated and compassionate individual with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity to join our team at arenaflex. As a Customer Experience Specialist, you will play a critical role in supporting our patients and customers, while also contributing to the growth and success of our organization. Don't miss this chance to take your career to the next level and make a meaningful difference in the lives of others. Apply now to become a part of our dynamic and supportive team!
Apply Now