Experienced Full Stack Customer Service Representative – Medical Supplies Order Placement

At arenaflex, we're committed to delivering exceptional customer experiences that exceed our customers' expectations. As a Representative II, Customer Service Operations, you'll play a vital role in establishing, maintaining, and enhancing customer business through contract administration, customer orders, and problem resolution. If you're passionate about providing top-notch customer service and have a knack for resolving complex issues, we want to hear from you.

About arenaflex

arenaflex is a leading distributor of pharmaceuticals, a global manufacturer and distributor of medical and laboratory products, and a provider of performance and data solutions for healthcare facilities. With 50 years of experience, approximately 48,000 employees, and operations in more than 40 countries, arenaflex seizes the opportunity to address healthcare's most complicated challenges — now, and in the future.

Job Summary

As a Representative II, Customer Service Operations, you'll be responsible for answering inbound calls from customers to place orders or reorders of medical supplies. You'll act as a liaison, problem-solving order issues, researching accounts, and providing resolutions in a high-volume call center. You'll process orders for distribution centers and other internal customers in accordance with scheduling, demand planning, and inventory. You'll also administer orders in internal systems and respond to customer questions, clearly communicating delays, issues, and resolutions.

Responsibilities

As a Representative II, Customer Service Operations, you'll be responsible for:

• Answering incoming phone calls from customers, caregivers, and applicable referral sources regarding various medical supplies while having a sincere interest in the speaker
• Handling high call volumes consistently throughout the workday that range in complexity and sensitivity while maintaining composure with customers
• Processing orders for new and existing customers, collecting necessary information for insurance billing; collecting payment as needed
• Operating company-provided hardware and navigating multiple computer programs throughout the day to address customer concerns
• Consulting with Supervisor or Team Lead on complex and unusual problems
• Adhering to business processes to ensure all work is being done compliantly and in accordance with regulatory standards
• Navigating multiple systems and consulting with internal resources to provide order status updates to achieve first-time call resolution
• Interpreting the meaning of insurance terminology, plans, and documentation and explaining what it means in an easy-to-understand way
• Explaining arenaflex products and offerings to customers to ensure compatibility with customer conditions
• Identifying and communicating appropriate next steps and expectations to customers based on system messaging, insurance requirements, and order placement process
• Maintaining a positive, empathetic, and professional attitude toward customers and co-workers at all times

Qualifications

To be successful in this role, you'll need:

• High school diploma, GED, or equivalent, or equivalent work experience, preferred
• 2-4 years' experience in high-volume call centers, preferred, where communication and active listening skills have been utilized
• Previous experience working in a remote/work-from-home setting, preferred
• Prior experience working with Microsoft Office, preferred
• Prior experience working with order placement systems and tools, preferred
• Customer service experience in the prior healthcare industry, preferred
• Root cause analysis experience, preferred
• Familiarity with call-center phone systems, preferred
• Excellent phone skills with a focus on quality
• Previous experience being able to achieve daily call center metrics, including but not limited to, average handle time, adherence, average speed to answer, QA

What is Expected of You and Others at this Level

As a Representative II, Customer Service Operations, you'll be expected to:

• Apply acquired job skills and company policies and procedures to complete standard tasks
• Work on routine assignments that require basic problem resolution
• Refer to policies and past practices for guidance
• Receive general direction on standard work; receive detailed instruction on new assignments
• Consult with supervisor or senior peers on complex and unusual problems

Remote Details

As a work-from-home employee, you'll be required to:

• Work from home, full-time
• Have your camera on when participating in onboarding/training activities
• Have a dedicated, quiet, private, distraction-free environment with access to high-speed internet
• Maintain a secure, high-speed, broadband internet connection (DSL, Cable, or Fiber) at the remote location
• Download speed of 25Mbps (minimum) but 50Mbps (recommended) if nobody else at home streaming
• Upload speed of 10Mbps (recommended)
• Ping Rate Maximum of 30ms (milliseconds)
• Hardwired to the router
• Surge protector with Network Line Protection for arenaflex-issued equipment

Compensation and Benefits

arenaflex offers a competitive compensation package, including:

• Anticipated hourly range: $15.75/hr. - $18.50/hr.
• Bonus eligible: NO
• Benefits: arenaflex offers a wide variety of benefits and programs to support health and well-being, including medical, dental, and vision coverage, paid time off plan, health savings account (HSA), 401(k) savings plan, access to wages before pay day with myFlexPay, flexible spending accounts (FSAs), short- and long-term disability coverage, work-life resources, paid parental leave, and healthy lifestyle programs.

Application Window

The application window for this opportunity is anticipated to close on 09/18/2025. If you're interested in this opportunity, please submit your application as soon as possible.

Equal Opportunity Employer

arenaflex is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status, or any other status protected by federal, state, or local law.

Apply Now

If you're passionate about delivering exceptional customer experiences and have a knack for resolving complex issues, we want to hear from you. Apply now to join our team as a Representative II, Customer Service Operations. Apply for this job