Experienced Customer Experience Specialist - Rotating 2nd & 3rd Shift: Deliver Exceptional Service at arenaflex

About arenaflex

arenaflex is a privately held organization that has been committed to growing organically and has doubled its revenue in the past 10 years. We pride ourselves on our "White Glove" service model by delivering the best patient experience possible. Our dedication to innovation and customer satisfaction has earned us a reputation as a leader in our industry.

Job Summary

arenaflex is seeking an experienced Customer Experience Specialist to join our customer service team. This role will be responsible for providing exceptional service to our customers, resolving issues in a timely and professional manner, and working collaboratively with our team to drive success. The ideal candidate will possess strong customer service skills, excellent communication abilities, and the ability to work effectively in a fast-paced environment.

Work Schedule

This is a set rotating 2nd & 3rd shift opportunity with the following schedule:

• 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

Key Responsibilities

The Customer Experience Specialist will be responsible for:

• Managing incoming customer service phone calls & 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 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-up and deliveries
• Escalating problems to proper manager contacts as appropriate
• Following HIPPA regulations as it pertains to communication
• Effectively communicating pertinent information to daytime contacts within multiple geographical regions
• Handing off follow-ups to coworkers on the next shift
• Ordering and canceling injectable doses
• Entering helium readings into OMS

Essential Qualifications

The ideal candidate will possess:

• Customer service experience, preferably in a call center and scheduling environment
• A strong ability to prioritize and multitask with attention to detail
• Excellent time management, organization, and focus on ability to prioritize and multitask with attention to detail
• The 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

The ideal candidate will also possess:

• Experience working in a fast-paced environment
• Ability to work effectively in a team environment
• Strong problem-solving skills
• Ability to adapt to changing priorities and deadlines

Skills and Competencies

The successful candidate will possess:

• Excellent communication and interpersonal skills
• Strong problem-solving and analytical skills
• Ability to work effectively in a team environment
• Strong time management and organizational skills
• Ability to prioritize and multitask with attention to detail

Career Growth Opportunities and Learning Benefits

arenaflex is committed to the growth and development of our employees. We offer:

• Job training and professional development opportunities
• A comprehensive benefits package, including health, dental, and vision insurance
• A 401(k) matching program
• An Employee Assistance Program
• Company-paid life insurance and voluntary supplemental life insurance
• Company-paid short-term disability
• Voluntary long-term disability options
• Flex PTO and paid holidays
• Company swag
• Health club reimbursement
• Wellness program with generous incentives
• Employee recognition programs
• Referral bonus program

Work Environment and Company Culture

arenaflex is committed to creating a positive and inclusive work environment. We offer:

• A hybrid work model, combining remote work with time in our office
• A collaborative and supportive team environment
• A focus on work-life balance
• A commitment to diversity, equity, and inclusion

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 resume and a cover letter outlining your qualifications and experience.

Equal Employment Opportunity

arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating a workplace that is inclusive and respectful of all employees, regardless of their background, culture, or identity.

Apply Now

Don't miss out on this exciting opportunity to join our team. Apply now and take the first step towards a rewarding career at arenaflex.