Experienced Customer Experience Specialist – Remote Opportunity for 2nd & 3rd Shift

At arenaflex, we're dedicated to delivering exceptional patient experiences through our innovative technology and "White Glove" service model. As a leading provider of cutting-edge solutions, we're committed to growing organically and continuously improving our services to meet the evolving needs of our clients. We're now seeking an experienced Customer Experience Specialist to join our remote customer service team, working 2nd and 3rd shifts to ensure seamless communication and support for our clients across the United States.

About the Role:

As a Customer Experience Specialist at arenaflex, you'll play a vital role in providing top-notch customer service, resolving issues efficiently, and ensuring customer satisfaction. You'll work closely with our team to deliver exceptional experiences, leveraging our cutting-edge technology and expertise to drive results. This is an exciting opportunity to join a dynamic team, work remotely, and contribute to the growth and success of arenaflex.

Work Schedule:

Our ideal candidate must be flexible and able to work rotating 2nd and 3rd shifts, with a set schedule that includes:

• 1st and 3rd week:

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

• 2nd and 4th week:

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

Responsibilities:

As a Customer Experience Specialist at arenaflex, 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 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 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 Qualifications:

* 2+ years of experience in customer service, call center, or patient scheduling

• Strong ability to prioritize and multitask with attention to detail
• Excellent written and verbal communication skills
• Ability to articulate thoughts into clear and concise written and verbal communication
• Experience working on computers, using Excel, and other Microsoft Office applications
• Strong time management and organizational skills, with a focus on prioritizing and multitasking
• Ability to work in a fast-paced environment and adapt to changing situations

Preferred Qualifications:

* Experience working in a remote or virtual environment

• Familiarity with OMS, Word, and Excel
• Experience working with vendors, customers, and employees via phone, text, and emails
• Strong problem-solving and conflict resolution skills
• Ability to work independently and as part of a team
• Experience working in a healthcare or medical-related field

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 and perks 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
• Voluntary short-term/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
• 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. Equal employment opportunity includes hiring, training, promotion, transfer, demotion, and termination.

How to Apply:

If you're a motivated and customer-focused individual looking for a challenging and rewarding opportunity, please apply to this position through our website. We can't wait to hear from you! Apply for this job