Experienced Customer Experience Specialist - Rotating 2nd and 3rd Shift
At arenaflex, we're committed 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 best possible care. If you're a customer service professional with a passion for delivering outstanding experiences, we want to hear from you!
About arenaflex
arenaflex is a privately held organization that has been growing organically, doubling our revenue in the past 10 years. We're dedicated to staying at the forefront of technology to support our clients. Our commitment to excellence has earned us a reputation for providing top-notch service, and we're looking for talented individuals to join our team.
Work Schedule
As a Customer Experience Specialist, you'll work a rotating 2nd and 3rd shift schedule, which includes:
- 1st and 3rd week:
+ Saturday: 10:30pm - 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
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
- 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 emails
- 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 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 and handing off follow-ups to coworkers on the next shift
- Ordering and canceling injectable doses
- Entering helium readings into OMS
Essential Qualifications
To be successful in this role, you'll need:
- Customer service experience, preferably in a call center or scheduling environment
- Strong ability to prioritize and multitask with attention to detail
- Time management and organizational skills, with a focus on prioritizing and multitasking
- 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, the following qualifications are preferred:
- Experience working in a healthcare or medical device industry
- Familiarity with OMS and other web-based system tools
- Experience with HIPAA regulations and compliance
Benefits and Perks
At arenaflex, we value our employees and want them to be healthy and happy. We offer a competitive salary, travel allowance, and a diverse blend of benefits, incentives, and business practices. Some of our benefits include:
- 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
- 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 a motivated and customer-focused individual who is passionate about delivering exceptional experiences, we want to hear from you! Apply now to join our team as a Customer Experience Specialist. Apply Job! Apply for this job