Experienced Customer Service Representative II (Remote) in Bowling Green, KY at arenaflex
Join arenaflex's dynamic team as a Customer Service Representative II, supporting the CDC INFO program in a remote work environment. As a key member of our team, you will provide exceptional customer service to the public, healthcare providers, and public health professionals, ensuring they receive accurate and up-to-date information on various health topics.
About arenaflex
arenaflex is a leading provider of innovative solutions in the healthcare industry, committed to delivering exceptional customer experiences. Our team is dedicated to making a positive impact on people's lives, and we're looking for talented individuals like you to join our mission.
The Role
As a Customer Service Representative II, you will be responsible for providing top-notch customer service to our clients, responding to their inquiries, and resolving their issues in a timely and professional manner. You will work closely with our team to ensure seamless communication and collaboration, leveraging your exceptional communication and problem-solving skills to deliver outstanding results.
Key Responsibilities
* Provide customer service for basic and routine inquiries and problems via multiple channels (phone, email, web chats, or written letters)
- Utilize computerized systems for tracking, information gathering, and troubleshooting
- 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
- Maintain up-to-date knowledge of CDC Public Response procedures, policies, and protocols to provide knowledgeable responses to numerous inquiries
- 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 to benefit arenaflex, CDC, and the public
Minimum Requirements
* High School diploma or equivalent with 6 months of customer service experience
- 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
Preferred Requirements
* 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
- 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 dynamic work environment
- Comprehensive benefits package, including health, dental, and vision insurance
- Paid time off and holidays
- Flexible work arrangements, including remote work options
How to Apply
If you're a motivated and customer-focused individual looking to make a difference in the healthcare industry, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, through our website or by clicking the "Apply for the job now!" button below.
Equal Opportunity Employer
arenaflex is an equal opportunity employer, committed to diversity and inclusion. 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
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. Join our team today and become a part of arenaflex's mission to deliver exceptional customer experiences and make a positive impact on people's lives! Apply for this job