Experienced Customer Service Representative II (Remote) in Saint Louis, MO at arenaflex
Job Summary:
Join arenaflex, a leading provider of innovative solutions in the healthcare industry, as a Customer Service Representative II (Remote) in Saint Louis, MO. As a key member of our team, you will play a vital role in delivering exceptional customer service to the public, healthcare providers, and public health professionals through our CDC INFO program. This program is designed to provide accurate, reliable, and science-based health information on various health topics, including COVID-19. If you possess excellent communication skills, a passion for customer service, and a willingness to learn, we encourage you to apply for this exciting opportunity.
About arenaflex:
arenaflex is a dynamic and forward-thinking organization that is committed to making a positive impact in the healthcare industry. Our team is dedicated to delivering innovative solutions that improve the lives of individuals and communities. As a Customer Service Representative II, you will be part of a collaborative and supportive environment that fosters growth, learning, and success.
Job Description:
As a Customer Service Representative II, you will be responsible for providing exceptional customer service to our clients through various communication channels, including phone, email, chat, and written correspondence. You will work closely with our team to ensure that our clients receive accurate and timely information on various health topics, including COVID-19. Your primary responsibilities will include:
- Providing customer service for basic and routine inquiries and problems via multiple possible channels (i.e., telephone, emails, web chats, or written letters)
- Using computerized systems for tracking, information gathering, and/or troubleshooting
- Providing feedback when needed, providing input on call trends, processes, procedures, and training
- Responding to customer inquiries by referring them to published materials, secondary sources, or more senior staff
- Answering incoming calls, emails, chats, SMS Text, and providing 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
- Utilizing databases and written materials to look up and provide information to telephone, email, chat inquiries as well as scheduling appointments and sending out kits
- Maintaining 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
- Tracking and documenting all inquiries, appointments, kits, using CRM and applicable systems
- Meeting Quality Assurance (QA) and other key performance metrics
- Escalating calls, emails, chat, scheduling, or kit-related issues to the appropriate designated group
- Continually looking for and suggesting process improvements, which will benefit arenaflex, CDC, and the public (inquirers)
- Attending meetings and training as requested and maintaining 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
- Opportunities for career growth and professional development
- Collaborative and supportive work environment
- 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
- Opportunities for training and professional development
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 application, including 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