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

At arenaflex, we're dedicated to delivering exceptional patient experiences through our innovative technology and commitment to excellence. As a Customer Experience Specialist, you'll play a vital role in ensuring our clients receive the highest level of service, support, and care. If you're passionate about delivering outstanding customer experiences and thrive in a dynamic, fast-paced environment, we invite you to join our team.

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 "White Glove" service model is built on a foundation of exceptional patient care, and we're committed to investing in the best technology to support our clients. With a strong focus on innovation, collaboration, and customer satisfaction, we're shaping the future of healthcare and creating a better experience for patients and healthcare professionals alike.

Job Summary

We're seeking an experienced Customer Experience Specialist to join our customer service team on a full-time basis. As a remote employee, you'll have the flexibility to work from anywhere in the United States, with the exception of two weeks of training at our Downers Grove, IL location. This role requires a strong ability to prioritize, multitask, and communicate effectively, with a focus on delivering exceptional customer experiences.

Work Schedule

As a 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) You'll also be required to work overtime when needed, including coming in early, leaving later, or switching schedules for coverage. Additionally, you'll work weekends and holidays.

Key Responsibilities

As a Customer Experience Specialist, your primary 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
• 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
• 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, 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 required, the following qualifications are preferred:

• Experience working in a healthcare or medical-related field
• Familiarity with OMS, Word, and Excel
• Strong analytical and problem-solving 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 independently and as part of a team
• Strong time management and organizational skills
• Ability to prioritize and multitask with attention to detail
• Strong written and verbal communication skills
• Ability to adapt to changing priorities and deadlines

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 in customer service, communication, and problem-solving
• Work with a talented team of professionals who are passionate about delivering exceptional patient experiences
• Participate in ongoing training and development programs to enhance your skills and knowledge
• Take on new challenges and responsibilities as you grow and develop in your role

Work Environment and Company Culture

arenaflex is a dynamic and fast-paced organization that values innovation, collaboration, and customer satisfaction. Our company culture is built on a foundation of:

• Respect and empathy for our patients, customers, and employees
• A commitment to excellence and continuous improvement
• Open communication and transparency
• A focus on teamwork and collaboration
• A passion for delivering exceptional patient experiences

Compensation, Perks, and Benefits

As a valued member of our team, you'll enjoy:

• Competitive salaries and bonuses
• Travel allowance and reimbursement for work-related expenses
• A diverse blend of benefits, incentives, and business practices
• Opportunities for career growth and development
• A comprehensive benefits package, including:

+ 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 and long-term disability options + Flexible 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 an equal employment opportunity employer and welcomes applications from qualified candidates 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 delivering exceptional customer experiences and thrive in a dynamic, fast-paced environment, we invite you to apply for this exciting opportunity. Please submit your application through our website, including your resume, cover letter, and any relevant certifications or documentation. Apply Job! Apply for this job