Experienced Customer Experience Specialist – Rotating 2nd and 3rd Shift at arenaflex

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 highest level of care and support. If you're passionate about delivering outstanding customer service and have a knack for problem-solving, 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 to offer a dynamic work environment that fosters collaboration, creativity, and growth.

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, with a 2-week training period at our Downers Grove, IL location. As a Customer Experience Specialist, you'll be responsible for managing incoming customer service phone calls, creating service requests, and resolving customer concerns in a professional and timely manner. You'll also interact with vendors, customers, and employees via phone, text, and email, and provide scheduling and maintenance support to our drivers.

Work Schedule

As a rotating 2nd and 3rd shift Customer Experience Specialist, you'll work a unique schedule that includes:

• 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:

• Professional engagement and follow-up communication with customers and coworkers via phone, email, and support software
• 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-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, as well as handing off follow-ups to coworkers on the next shift
• Ordering and canceling injectable doses
• Entering helium readings into OMS

Benefits and Perks

At arenaflex, we value our employees and want them to be healthy and happy.

We offer

• Competitive salaries
• Travel allowance
• A 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
• 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 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 a motivated and customer-focused individual who is passionate about delivering exceptional service, we want to hear from you! Apply now to join our team as a Customer Experience Specialist at arenaflex. Apply Job! Apply for this job