Experienced Customer Experience Specialist – Remote Opportunity for a Dynamic Team

At arenaflex, we're passionate about delivering exceptional patient experiences through our cutting-edge technology and "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 a customer service professional with a knack for problem-solving, excellent communication skills, and a passion for delivering outstanding results, we want to hear from you!

About arenaflex

arenaflex is a privately held organization that has experienced remarkable growth over the past decade, doubling our revenue and solidifying our position as a leader in the industry. Our commitment to innovation, customer satisfaction, and employee well-being has earned us a reputation as a great place to work. We're proud of our "White Glove" service model, which prioritizes delivering exceptional patient experiences through our cutting-edge technology and personalized support.

Job Summary

We're seeking an experienced Customer Experience Specialist to join our remote team, working 2nd and 3rd shifts. As a key member of our customer service team, you'll be responsible for providing top-notch support to our clients, resolving customer concerns, and ensuring seamless communication with our vendors, customers, and employees. If you're a motivated, customer-focused professional with excellent communication skills and a passion for delivering outstanding results, we encourage you to apply.

Work Schedule

As a Customer Experience Specialist, you'll work 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) + Wednesday: 3rd shift (10:30 PM - 7:00 AM) + Friday: 2nd shift (10:30 AM - 11:00 PM)

• 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)

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-up 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

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 ability to prioritize and multitask 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 are preferred:

• Experience working in a healthcare or medical-related field
• Familiarity with OMS, Word, and Excel
• Strong problem-solving and analytical skills
• Ability to work in a fast-paced environment with multiple priorities

Skills and Competencies

To succeed in this role, you'll need to possess:

• Excellent communication and interpersonal skills
• Strong problem-solving and analytical skills
• Ability to work in a fast-paced environment with multiple priorities
• Strong attention to detail and organizational skills
• Ability to multitask and prioritize tasks effectively
• Strong written and verbal communication skills
• Ability to work independently and as part of a team
• Strong customer service skills, with a focus on delivering exceptional patient experiences

Career Growth Opportunities and Learning Benefits

At arenaflex, we're committed to helping our employees grow and develop their careers. As a Customer Experience Specialist, you'll have opportunities to:

• Develop your skills and knowledge through on-the-job training and professional development programs
• Take on new challenges and responsibilities as you grow in your role
• Collaborate with a talented team of professionals who are passionate about delivering exceptional patient experiences
• Participate in employee recognition programs and referral bonus programs

Work Environment and Company Culture

At arenaflex, we're proud of our dynamic and supportive work environment. As a Customer Experience Specialist, you'll have the opportunity to:

• Work from the comfort of your own home, with a flexible schedule that allows you to balance your work and personal life
• Collaborate with a talented team of professionals who are passionate about delivering exceptional patient experiences
• Participate in employee recognition programs and referral bonus programs
• Enjoy a diverse blend of benefits, incentives, and business practices that support your health, happiness, and well-being

Compensation, Perks, and Benefits

As a valued member of our team, you'll enjoy a competitive salary, travel allowance, and a diverse blend of benefits, incentives, and business practices that support your health, happiness, and well-being. These include:

• 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

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, demotion, and termination.

How to Apply

If you're a motivated, customer-focused professional with excellent communication skills and a passion for delivering outstanding results, we encourage you to apply. Please visit our website to submit your application and join our dynamic team at arenaflex. Apply for this job