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

At arenaflex, we're dedicated to delivering exceptional patient experiences through our "White Glove" service model. As a Customer Experience Specialist, you'll play a vital role in ensuring our clients receive the best possible care. If you're passionate about customer service, have a knack for problem-solving, and thrive in a dynamic environment, 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 in just 10 years. Our commitment to innovation and customer satisfaction has earned us a reputation as a leader in our industry. We're proud of our organic growth and are dedicated to maintaining the highest standards of excellence in everything we do.

Job Summary

We're seeking an experienced Customer Experience Specialist to join our customer service team on a full-time basis. This role will be remote, allowing you to work from anywhere in the United States. As a Customer Experience Specialist, you'll be responsible for providing exceptional customer service, resolving issues in a timely and professional manner, and working collaboratively with our team to ensure seamless communication and resolution.

Work Schedule

As a Customer Experience Specialist, you'll be required to work rotating 2nd and 3rd shifts, which are set and not subject to change. Your schedule 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) + 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) You'll be required to work weekends and holidays, and flexibility is essential, as you may need to work overtime when needed. You'll also be required to attend two weeks of training at our Downers Grove, IL location.

Ideal Candidate

We're looking for a customer-focused individual with:

• Customer service, call center, or patient scheduling experience
• 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

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

• Providing professional engagement and follow-up communication via phone, email, and support software with customers and coworkers
• Exhibiting a positive, can-do attitude with all customers
• Consistently performing all steps of the Customer Experience Initiative
• 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 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 pickup 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

Skills and Competencies

To be successful in this role, you'll need:

• 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 work independently and as part of a team
• Strong technical skills, including proficiency in Microsoft Office applications and web-based system tools

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 customer service and problem-solving skills
• Learn new technologies and system tools
• Collaborate with our team to drive customer satisfaction and loyalty
• Participate in ongoing training and development programs
• Take on additional responsibilities and contribute to the growth and success of our organization

Work Environment and Company Culture

We're proud of our company culture, which values:

• Customer satisfaction and loyalty
• Teamwork and collaboration
• Innovation and continuous improvement
• Employee growth and development
• Diversity and inclusion

Compensation, Perks, and Benefits

We offer a competitive salary, travel allowance, and a diverse blend of benefits, incentives, and business practices. Our benefits package includes:

• 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.

How to Apply

If you're passionate about customer service and are looking for a challenging and rewarding role, we encourage you to apply. Please visit our website to submit your application. Apply Job! Apply for this job