Experienced Customer Experience Representative - Mom & Baby: Revolutionizing Home Health Products and Equipment Industry

At arenaflex, we're on a mission to create a better way of doing business by prioritizing our customers, our community, and our coworkers. As a Customer Experience Representative on our Mom & Baby team, you'll play a vital role in delivering exceptional customer service and support to new and expectant mothers across the nation.

About arenaflex

arenaflex is a leading provider of home health products and equipment, dedicated to making a positive impact on the lives of our customers. With a strong commitment to customer satisfaction, community involvement, and employee well-being, we've established ourselves as a top employer in the industry. Our team of passionate professionals is driven by a shared vision to revolutionize the way healthcare services are delivered.

The Opportunity

Join our dynamic Mom & Baby team, consisting of 40 customer service representatives, 7 inside sales managers, and a supportive network of colleagues. As a Customer Experience Representative, you'll be responsible for delivering exceptional customer service, resolving issues, and promoting arenaflex's services to new and existing customers. Your performance will be measured against key metrics, including customer service, phone metrics, gross profit, and closing percentage.

Primary Responsibilities

As a Customer Experience Representative, your key responsibilities will include:

• Working with customers who have requested mom and baby items through insurance
• Overseeing orders nationwide for mom and baby items through insurance
• Interfacing with existing customers to determine which products meet their needs
• Presenting arenaflex's services and promoting our products
• Handling inbound calls and emails from patients and converting them to potential sales
• Contacting patients through outbound phone calls and emails
• Investigating and troubleshooting customer service issues
• Communicating with customers to provide equipment/sizing troubleshooting
• Prompt follow-up for services promised/rendered
• Entering new customer demographics and updating changes to existing accounts
• Documentation processing, including verification of insurance
• Order entry and data maintenance
• Other duties as assigned

Skills for Success

To excel in this role, you'll need to possess the following skills and competencies:

• Excellent customer service skills, with a focus on empathy and understanding
• Ability to handle high call volumes and work in a fast-paced environment
• Self-motivation, high energy, and an engaging level of enthusiasm
• Exceptional verbal, written, listening, and presentation communication skills
• Self-discipline, with excellent critical thinking and organizational skills
• Ability to multi-task and research, with a focus on accuracy and attention to detail
• Willingness to work in a high-stress environment and maintain a positive attitude
• Proven work history illustrating stability, reliability, and strong work ethics
• Sensitivity to patient care issues and a commitment to maintaining HIPAA confidentiality

Required Qualifications

To be considered for this role, you'll need to meet the following requirements:

• High school diploma or equivalent, with some college preferred
• Microsoft Office computer skills, with experience in customer service software a plus
• 1+ years of customer service experience, with a focus on phone-based interactions
• 1+ years of multiple phone line experience, with a strong track record of handling high call volumes

What arenaflex Offers

As a valued member of our team, you'll enjoy a range of benefits and perks, including:

• Competitive pay, with a starting rate of $18 an hour
• Comprehensive health plans, including FSA and HSA options
• Dental and vision insurance, with optional life insurance
• 401K with company match, and 12 weeks of parental leave for birthing parents
• Additional parental benefits, including fertility stipends and free diapers
• Paid holidays, PTO accrual from day one, and employee assistance programs
• A dynamic and supportive work environment, with opportunities for growth and development

About Our Culture

At arenaflex, we're proud of our commitment to diversity, equity, and inclusion. We believe that every employee deserves a workplace that values and respects their unique perspectives and experiences. Our culture is built on a foundation of empathy, understanding, and open communication, with a focus on delivering exceptional customer service and support.

Join Our Team

If you're a compassionate customer service professional with a passion for delivering exceptional service, we want to hear from you! Apply now to join our dynamic Mom & Baby team and be a part of a company that's revolutionizing the home health products and equipment industry. Apply Job! Apply for this job