Experienced Customer Service Representative II (Remote) in Springfield, MA at arenaflex

Are you a customer service professional with a passion for delivering exceptional experiences? Do you thrive in a fast-paced environment where no two calls are ever the same? Look no further than arenaflex, a leading provider of innovative solutions in the healthcare industry. We're seeking an experienced Customer Service Representative II to join our team in Springfield, MA, working remotely to support our CDC INFO program.

About arenaflex

arenaflex is a dynamic and forward-thinking organization that's dedicated to making a positive impact in the lives of our customers and communities. With a strong commitment to excellence, we're constantly pushing the boundaries of what's possible in the healthcare industry. Our team is passionate about delivering exceptional service, and we're looking for like-minded individuals to join our ranks.

The Role

As a Customer Service Representative II at arenaflex, you'll be the face of our organization, providing top-notch service to our customers via phone, email, chat, and other channels. You'll be the go-to expert for all things related to our CDC INFO program, answering complex questions, resolving issues, and providing empathetic support to our customers. Your exceptional communication skills, combined with your ability to think critically and work independently, will make you a valuable asset to our team.

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 system for tracking, information gathering, and/or troubleshooting
• Provide feedback when needed, provide input on call trends, processes, procedures, and training
• May 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

What We Offer

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

• Comprehensive benefits package, including medical, dental, and vision insurance
• Generous paid time off and holidays
• Opportunities for professional growth and development
• Collaborative and dynamic work environment
• Recognition and rewards for outstanding performance

How to Apply

If you're 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 a cover letter outlining your experience and qualifications. We can't wait to hear 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