Customer Experience Representative – Mom & Baby – arenaflex Healthcare Solutions – Remote‑First Hybrid Role with Full Benefits

Welcome to arenaflex – Transforming Home Health Care for Families

At arenaflex, we are redefining the home health products and equipment industry by putting people first. Our mission is to empower new and expectant mothers, healthcare providers, and insurance partners with reliable, compassionate, and innovative solutions. From breast pumps to maternity compression garments, we deliver the tools families need to thrive during one of life’s most precious journeys. As a rapidly growing leader recognized for excellence, culture, and community impact, arenaflex offers a dynamic environment where every employee can make a meaningful difference.

Why This Role Matters

The Mom & Baby division at arenaflex is a vibrant team of 40 dedicated customer service professionals, seven inside‑sales managers, and a robust support network. Our specialists work directly with patients, physicians, and insurance carriers to ensure seamless access to essential maternity and infant care products. As a Customer Experience Representative, you will be the trusted voice that guides families through the ordering process, resolves challenges, and ultimately helps them experience the peace of mind that comes with reliable, high‑quality care.

Position Overview

This full‑time role is based in Asheville, NC, with an initial 90‑day on‑site training period followed by a completely remote work arrangement. You will be responsible for managing inbound and outbound communications, processing insurance‑verified orders, and delivering exceptional service that aligns with arenaflex’s four performance pillars: Customer Service Excellence, Phone Metrics, Gross Profit, and Closing Percentage.

Key Responsibilities

• Respond to inbound calls and emails from patients, physicians, and insurance representatives, converting inquiries into qualified sales opportunities.
• Initiate outbound outreach to prospective and existing customers, providing product education and follow‑up support.
• Process and verify insurance authorizations for Mom & Baby products, ensuring compliance with all regulatory and privacy standards (HIPAA).
• Enter new customer demographics, maintain accurate account records, and update existing profiles as needed.
• Coordinate nationwide order fulfillment for maternity compression garments, breast pumps, and related accessories, tracking shipments and addressing any delivery issues.
• Provide product sizing guidance, troubleshooting equipment concerns, and offering personalized recommendations based on each client’s unique needs.
• Document all interactions in the CRM system, capturing detailed notes to support seamless handoffs and future reference.
• Collaborate with the sales, compliance, and logistics teams to resolve complex cases and improve overall process efficiency.
• Maintain strict confidentiality of patient information, adhering to HIPAA regulations and arenaflex’s internal privacy policies.
• Participate in ongoing training sessions, team meetings, and performance reviews to continuously enhance product knowledge and service skills.
• Contribute ideas for process improvements, product enhancements, and customer experience initiatives.

Essential Qualifications

• High school diploma or equivalent; some college coursework preferred.
• Minimum of 1 + year proven experience in a customer service or call‑center environment.
• Proficiency with Microsoft Office Suite (Word, Excel, Outlook) and familiarity with CRM platforms.
• Demonstrated ability to manage high call volumes while maintaining a calm, empathetic demeanor.
• Strong verbal and written communication skills, with the ability to present information clearly and persuasively.
• Self‑motivated, energetic, and capable of thriving both independently and as part of a collaborative team.
• Excellent critical‑thinking, organizational, and multitasking abilities.
• Commitment to upholding compliance standards, including HIPAA confidentiality and industry regulations.

Preferred Qualifications & Additional Skills

• Experience in the home‑health equipment or medical device sector, particularly with maternity‑related products.
• Knowledge of insurance verification processes and familiarity with payer portals.
• Previous exposure to sales‑oriented customer service roles, with a track record of meeting or exceeding closing percentages.
• Ability to navigate high‑stress situations with poise, turning challenges into opportunities for customer delight.
• Demonstrated reliability and strong work ethic, reflected in consistent attendance and performance metrics.

Skills & Competencies for Success

• Empathy & Compassion: Genuine concern for the well‑being of mothers, infants, and families.
• Active Listening: Ability to hear underlying concerns and respond with tailored solutions.
• Problem‑Solving: Quick identification of issues and proactive resolution.
• Technical Acumen: Comfort with digital tools, order entry systems, and virtual communication platforms.
• Time Management: Efficient handling of multiple tasks without sacrificing quality.
• Team Collaboration: Willingness to share knowledge, support peers, and contribute to collective goals.

Career Growth & Learning Opportunities

arenaflex is committed to investing in your professional development. As a Customer Experience Representative, you will have access to:

• Structured onboarding and mentorship programs that accelerate your mastery of product lines and industry regulations.
• Ongoing education webinars covering advanced sales techniques, compliance updates, and emerging trends in maternal health.
• Clear pathways to internal advancement, including roles such as Senior Account Specialist, Team Lead, Inside Sales Manager, and Product Training Coordinator.
• Cross‑functional exposure to marketing, operations, and product development teams, broadening your skill set and network.

Work Environment & Culture at arenaflex

Our culture is built on three pillars: People, Community, and Innovation. We celebrate diversity, encourage open communication, and foster a supportive atmosphere where every voice matters. Whether you are in the Asheville office during the initial training phase or working from home thereafter, you will experience:

• A collaborative, inclusive team that values each member’s contributions.
• Flexible scheduling options to accommodate personal commitments and work‑life balance.
• Regular virtual town halls, recognition programs, and social events that keep the arenaflex spirit alive.
• State‑of‑the‑art technology tools that enable seamless remote collaboration.

Compensation, Perks & Benefits

arenaflex offers a competitive total rewards package designed to support your health, financial security, and personal well‑being:

• Base Pay: Starting at $18 per hour, with performance‑based incentives and opportunities for salary growth.
• Health Coverage: Medical, dental, and vision plans with flexible spending account (FSA) or health savings account (HSA) options.
• Retirement Savings: 401(k) plan with company match to help you build long‑term wealth.
• Parental Leave: 12 weeks for birthing parents and 4 weeks for non‑birthing parents, plus additional fertility and family‑support benefits.
• Family‑Friendly Perks: Free diapers, a complimentary breast pump, and fertility stipends.
• Paid Time Off: PTO accrues from day one, plus paid holidays and sick leave.
• Employee Assistance Program (EAP): Confidential counseling, financial advice, and wellness resources.
• Recognition & Awards: arenaflex has earned accolades such as Inc. 5000 Best Place to Work, Family Forward Certified, HME Excellence Award, and Sky High Growth Award.

How to Apply

If you are ready to bring your passion for customer care to a purpose‑driven organization, we want to hear from you. Join arenaflex and become part of a team that makes a tangible difference in the lives of mothers and babies across the nation.

Click the link below to submit your application and start your journey with arenaflex today:

Apply Job!