Experienced Customer Experience Specialist (2nd & 3rd Shift) – Remote Opportunity with arenaflex

At arenaflex, we're dedicated to delivering exceptional patient experiences through our cutting-edge technology and "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 customer service, have a knack for problem-solving, and thrive in a fast-paced environment, 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.

Work Schedule

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

• 1st and 3rd week:

+ Saturday: 10:30 PM - 7:00 AM (3rd shift) + Tuesday: 10:30 AM - 11:00 PM (12 hours, 2nd shift) + Wednesday: 10:30 PM - 7:00 AM (3rd shift) + Friday: 10:30 AM - 11:00 PM (12 hours, 2nd shift)

• 2nd and 4th week:

+ Saturday: 2:30 PM - 11:00 PM (2nd shift) + Sunday: 2:30 PM - 11:00 PM (2nd shift) + Tuesday: 10:30 PM - 7:00 AM (3rd shift) + Thursday: 2:30 PM - 11:00 PM (2nd shift) + Friday: 10:30 PM - 7:00 AM (3rd shift)

Responsibilities

As a Customer Experience Specialist, you'll be responsible for:

• 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
• Utilizing 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 necessary
• Attaching Field Service Reports to service requests in OMS
• Auditing reports from vendors and ensuring all calls are logged in OMS
• Following through on the 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, as well as handing off follow-ups to coworkers on the next shift
• Ordering and canceling injectable doses
• Entering helium readings into OMS

Essential Functions

To succeed in this role, you'll need to possess:

• Strong customer service, call center, or patient scheduling experience
• Excellent ability to prioritize and multitask with attention to detail
• Time management and organizational skills, with a focus on prioritizing and multitasking with attention to detail
• Ability to articulate thoughts into clear and concise written and verbal communication
• Strong written and verbal communication skills
• Experience working on computers, using Excel, and other Microsoft Office applications

Preferred Qualifications

While not required, experience with:

• Web-based system tools, such as OMS
• HIPAA regulations
• Customer relationship management (CRM) software
• Data entry and management

Skills and Competencies

To excel in this role, you'll need to demonstrate:

• Excellent communication and interpersonal skills
• Strong problem-solving and analytical skills
• Ability to work in a fast-paced environment with multiple priorities
• Strong attention to detail and organizational skills
• Ability to work independently and as part of a team
• Strong technical skills, including proficiency in Microsoft Office applications

Career Growth Opportunities and Learning Benefits

At arenaflex, we're committed to helping our employees grow and develop their careers. As a Customer Experience Specialist, you'll have access to:

• Ongoing training and development opportunities
• Mentorship and coaching from experienced colleagues
• Opportunities for advancement and career growth
• A comprehensive benefits package, including health, dental, and vision insurance, 401(k) matching, and more

Work Environment and Company Culture

arenaflex is a dynamic and supportive work environment that fosters collaboration, creativity, and growth. As a Customer Experience Specialist, you'll be part of a team that's passionate about delivering exceptional patient experiences. We offer a flexible and remote work arrangement, with two weeks of training taking place at our Downers Grove, IL location.

Compensation, Perks, and Benefits

We offer a competitive salary, travel allowance, and a diverse blend of benefits, incentives, and business practices. Our comprehensive benefits package includes:

• 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
• Voluntary short-term and long-term disability options
• Flexible 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 passionate about delivering exceptional customer experiences and have a knack for problem-solving, we want to hear from you! Apply now to join our team as a Customer Experience Specialist. Apply for this job