Experienced Customer Service Representative II (Remote) in Reno, NV at arenaflex

Join arenaflex, a leading provider of innovative solutions in the healthcare industry, as a Customer Service Representative II (Remote) in Reno, NV. As a key member of our team, you will play a vital role in supporting our CDC INFO program, providing exceptional customer service to the public, healthcare providers, and public health professionals. If you are passionate about delivering outstanding customer experiences, working in a dynamic environment, and contributing to the well-being of our communities, we encourage you to apply.

About arenaflex

arenaflex is a renowned company that has been at the forefront of healthcare innovation for decades. Our mission is to improve the lives of individuals and communities by providing cutting-edge solutions, exceptional customer service, and a commitment to excellence. With a strong presence in the industry, we continue to push the boundaries of what is possible, and we invite you to join our team of dedicated professionals.

Job Description

As a Customer Service Representative II (Remote) at arenaflex, you will be responsible for providing top-notch customer service to our clients, responding to their inquiries, and resolving their issues in a timely and professional manner. You will work closely with our team to ensure that our clients receive the highest level of service, and you will be an ambassador for arenaflex, representing our company's values and commitment to excellence.

Key Responsibilities:

* Provide customer service for basic and routine inquiries and problems via multiple possible channels (i.e., telephone, emails, web chats, or written letters).

• Calls are predominantly routine, but may require deviation from standard screens, scripts, and procedures.
• Use computerized systems for tracking, information gathering, and/or troubleshooting.
• Provide feedback when needed, provide input on call trends, processes, procedures, and training.
• Respond to customer inquiries by referring them to published materials, secondary sources, or more senior staff.
• Answer incoming calls, emails, chats, SMS Text, and provide assistance in scheduling vaccines or sending out kits, from general public, clinicians, and government officials in accordance with all CDC and arenaflex performance standards, policy, and procedures, and protocols, including but not limited to the confidentiality and privacy policy.
• Call, email, chat, vaccine appointments, and sending out kits are predominantly routine, but may require deviation from standard screens, scripts, and procedures.
• Utilize databases and written materials to look up and provide information to telephone, email, chat inquiries as well as scheduling appointments and sending out kits.
• Maintain up-to-date knowledge of CDC Public Response, procedures, and policies to provide knowledgeable responses to numerous inquiries in a courteous, timely, and professional manner.
• Track and document all inquiries, appointments, kits, using CRM and applicable systems.
• Meet Quality Assurance (QA) and other key performance metrics.
• Escalate calls, emails, chat, scheduling, or kit-related issues to the appropriate designated group.
• Continually look for and suggest process improvements, which will benefit arenaflex, CDC, and the public (inquirers).
• Attend meetings and training as requested and maintain up-to-date knowledge of public response, programs, and systems.

Essential Qualifications:

* High School diploma or GED required.

• Minimum six (6) months customer service/administrative/call center experience required.
• Must be able to speak and write English clearly and professionally.
• Successfully complete the written assessment.
• Highly effective communicator with strong ability to provide an excellent empathetic customer experience.
• Excellent listening, comprehension, communications (verbal and written), problem-solving, and customer service skills.
• Experience working with a PC, MS Word, and Outlook required.
• Must have demonstrated excellent interpersonal and leadership skills and the ability to organize simultaneous tasks.
• Proven ability to work as a member of a team, as well as independently.
• All CDC INFO personnel will be required by contract to undergo periodic program update training as the program changes.
• All CDC INFO personnel are required to sign a Statement of Understanding and Non-Disclosure.
• Previous experience with phone systems and headset preferred.
• Must be able to work from home and comply with remote working policies and requirements.
• Flexibility – Required to work holidays, weekends, and/or weekends to meet operational needs.
• Must be able to work alternate schedules.

Home Office Requirements:

* Internet speed of 25mbps or higher download and a upload of 10mbps or higher required (you can test this by going to www.speedtest.net).

• Preferred Windows or Mac (no Chromebooks or tablets).
• Hardwired internet (ethernet) connection.
• Private work area and adequate power source.

Benefits and Compensation:

* Competitive salary range: $17.75 - $22.17 per hour.

• Opportunities for career growth and professional development.
• Comprehensive benefits package, including medical, dental, and vision insurance.
• Paid time off and holidays.
• Flexible work arrangements, including remote work options.
• Access to cutting-edge technology and tools.
• Collaborative and dynamic work environment.

How to Apply:

If you are a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter to [insert contact information]. We look forward to hearing from you!

Equal Opportunity Employer:

arenaflex is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information, and other legally protected characteristics.

Pay Transparency:

For positions on this contract, arenaflex will pay the prevailing wage rate for the location in which the employee is working, as determined by the Department of Labor. That wage rate will vary depending on locality. An applicant's salary history will not be used in determining compensation. Apply for this job