Experienced Customer Experience Specialist (2nd & 3rd Shift) – Remote Opportunity with arenaflex

Job Summary:

arenaflex is a rapidly growing, privately held organization that has doubled its revenue in the past 10 years, driven by its commitment to delivering exceptional patient experiences through cutting-edge technology. We're seeking an experienced Customer Experience Specialist to join our customer service team, working remotely from anywhere in the United States. As a key member of our team, you'll be responsible for providing top-notch support to our clients, ensuring their needs are met, and exceeding their expectations.

About arenaflex:

arenaflex is a forward-thinking organization that prioritizes innovation, customer satisfaction, and employee well-being. Our "White Glove" service model is built on delivering exceptional patient experiences, and we're committed to staying at the forefront of technology to support our clients. With a strong focus on growth and development, we offer a dynamic work environment that fosters collaboration, creativity, and continuous learning.

Job Responsibilities:

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

• Managing incoming customer service phone calls and other customer requests in a professional and timely manner
• Creating service requests and dispatching accordingly
• Identifying and resolving customer concerns in a positive and customer-centric way
• Utilizing web-based system tools, such as OMS, Word, and Excel, on a daily basis to log all communication in work service requests
• Interacting with vendors, customers, and employees via phone, text, and emails
• Escalating service calls when necessary
• Attaching Field Service Reports to service requests in OMS and auditing reports from vendors to ensure all calls are logged in OMS
• Following through on the resolution of any customer needs and performing other duties as determined by your manager
• 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 HIPAA regulations as it pertains to communication
• Effectively communicating pertinent information to daytime contacts within multiple geographical regions and handing off follow-ups to coworkers on the next shift
• Ordering and canceling injectable doses
• Entering helium readings into OMS

Work Schedule:

* Must be able to work rotating 2nd & 3rd shifts, with a set schedule that is not subject to change

• 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 required; able to work OT when needed (come in early/leave later, switch schedules for coverage)
• Must work weekends and holidays
• Able to work remotely from anywhere in the United States, with 2 weeks of training to take place in Downers Grove, IL location

Ideal Candidate:

* 2+ years of experience in customer service, call center, or patient scheduling

• Strong ability to prioritize and multitask with attention to detail
• Excellent 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

Essential Functions:

* Professional engagement and follow-up communication via phone, email, and support software with customers and coworkers

• Exhibits an attitude that is one of positive, can-do, and customer-first with all customers
• Consistently performs all steps of the Customer Experience Initiative

Benefits and Perks:

* Competitive salary

• Travel allowance
• Diverse blend of benefits, incentives, and business practices
• 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

Equal Employment Opportunity:

arenaflex is committed to equal employment opportunity and offers 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 and customer-focused individual looking for a challenging and rewarding role, please apply to this position through our website. We can't wait to hear from you! Apply for this job