Experienced Customer Experience Specialist - Rotating 2nd and 3rd Shift

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 strong ability to prioritize and multitask, and excel in a fast-paced environment, we want to hear from you!

About arenaflex

arenaflex is a privately held organization that has experienced remarkable growth, doubling our revenue in the past 10 years. Our commitment to innovation and customer satisfaction has earned us a reputation as a leader in our industry. We're proud to offer a dynamic work environment that values employee growth, well-being, and happiness.

Job Summary

We're seeking a highly motivated and customer-focused individual to join our customer service team as a Customer Experience Specialist. This is a full-time, remote opportunity with a rotating 2nd and 3rd shift schedule. As a Customer Experience Specialist, you'll be responsible for providing exceptional customer service, resolving customer concerns, and working closely with vendors, customers, and employees.

Work Schedule

* Flexibility is required, with the ability to work overtime when needed, including early mornings, late evenings, weekends, and holidays.

• Remote work is required, with a 2-week training period at our Downers Grove, IL location.
• Rotating 2nd and 3rd shift schedule:

+ 1st and 3rd week: - Saturday: 10:30pm - 7:00am - Sunday: off - Monday: off - Tuesday: 10:30am - 11:00pm (12 hours) - Wednesday: 10:30pm - 7:00am - Thursday: off - Friday: 10:30am - 11:00pm (12 hours) + 2nd and 4th week: - Saturday: 2:30pm - 11:00pm - Sunday: 2:30pm - 11:00pm - Monday: off - Tuesday: 10:30pm - 7:00am - Wednesday: off - Thursday: 2:30pm - 11:00pm - Friday: 10:30pm - 7:00am

Ideal Candidate

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

• Customer service experience, preferably in a call center or scheduling environment
• Strong ability to prioritize and multitask with attention to detail
• Excellent written and verbal communication skills
• Ability to articulate thoughts clearly and concisely
• Experience working on computers, using Excel, and other Microsoft Office applications
• Strong time management and organizational skills

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 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 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-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

Career Growth Opportunities and Learning Benefits

At arenaflex, we're committed to employee growth and development. As a Customer Experience Specialist, you'll have opportunities to:

• Develop your customer service skills and expertise
• Learn new technologies and software applications
• Collaborate with a diverse team of professionals
• Participate in ongoing training and professional development programs
• Take advantage of career advancement opportunities within the company

Work Environment and Company Culture

We're proud to offer a dynamic work environment that values employee well-being and happiness. As a remote employee, you'll have the flexibility to work from home and enjoy a better work-life balance. Our company culture is built on:

• A commitment to customer satisfaction and excellence
• A culture of innovation and continuous improvement
• A focus on employee growth and development
• A diverse and inclusive work environment
• A commitment to community involvement and social responsibility

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)
• 401k matching
• Employee Assistance Program
• Company-paid life insurance and voluntary supplemental life insurance
• Company-paid short-term disability
• Voluntary 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 an equal employment opportunity employer. We're committed to creating a diverse and inclusive work environment that values and respects all employees. 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.

How to Apply

If you're a motivated and customer-focused individual who is passionate about delivering exceptional patient experiences, we want to hear from you! Apply now to join our team as a Customer Experience Specialist. Apply for this job