Customer Service Representative II – OTC Livewell Products and Health Plans Specialist (Remote, Supporting Members Across the U.S.)

About arenaflex

arenaflex is a leading healthcare supply manufacturer, distributor, and solutions partner with a presence in more than 125 countries and a workforce of over 34,000 dedicated professionals. We operate at the scale of one of the largest organizations in our industry while preserving the agility, responsiveness, and personal touch of a family-led business. Every day, our team works to solve some of the most complex challenges in modern healthcare, delivering high-quality Over-the-Counter (OTC) products and innovative health plan solutions that help individuals and families live well.

At arenaflex, we believe that meaningful work begins with meaningful people. We empower our employees to share their best ideas, take ownership of their growth, and contribute directly to the well-being of customers nationwide. Whether we are developing new product lines, optimizing supply chains, or supporting health plan members through exceptional service, we are united by a common purpose: advancing health, simplifying access, and making a difference in every interaction.

Position Overview

arenaflex is currently hiring a Customer Service Representative II to join our OTC Livewell and Health Plans team. This is a 100% remote position; however, candidates must reside within a reasonable driving distance of our Northfield, IL corporate office for occasional on-site meetings, training sessions, or team events. In this role, you will provide high-quality customer service support to plan members and customers while ensuring accuracy, empathy, and efficiency in every interaction.

This position is ideal for a service-driven professional with at least one year of customer service experience who is passionate about healthcare and ready to advance their career within a thriving organization. We offer varied shift options, with availability for 10:00am–7:00pm CST or 1:00pm–10:00pm CST being strongly preferred to support our members during peak hours.

Key Responsibilities

As a Customer Service Representative II at arenaflex, you will operate under direct supervision while handling a wide range of service-related responsibilities. Your duties will include, but are not limited to:

• Customer Inquiry Resolution: Respond to routine and moderately complex customer service inquiries and problems received via telephone, ensuring timely, professional, and courteous resolution in every interaction.
• Accurate Documentation: Maintain thorough and accurate records of all customer interactions, including detailed notes within customer accounts, to support continuity of service and enable effective follow-up.
• Order Management: Place customer orders, track shipments, and verify that orders are shipped on-time and according to customer specifications.
• Proactive Follow-Up: Reach out to customers to clarify order details, confirm expectations, and resolve any potential issues before they arise.
• Data Entry and Account Maintenance: Enter data related to previously placed orders, locate account numbers, and identify rush order needs to ensure accurate and efficient processing.
• Cross-Functional Collaboration: Review each customer's service needs and refer them to other appropriate service departments for specialized follow-up, ensuring a seamless end-to-end customer experience.
• Quality and Compliance Standards: Adhere to all company protocols, service-level agreements, and regulatory requirements while consistently meeting the quality standards established by arenaflex.

Minimum Qualifications

To be considered for this role, candidates must meet the following requirements:

• Education: High school diploma or equivalent.
• Certification / Licensure: None required.
• Work Experience: At least one (1) year of experience working in customer service OR one (1) year of prior arenaflex Customer Service Representative I experience.

Preferred Qualifications and Skills

The ideal candidate will bring a combination of technical aptitude, interpersonal strengths, and a genuine commitment to helping others. Preferred qualifications include:

• Bilingual Skills: Spanish-speaking candidates are strongly preferred, as we serve a diverse member population across the country.
• Customer-Centric Mindset: Prior experience providing customer service to both internal and external customers, including demonstrated ability to meet and exceed quality standards.
• Organizational Acumen: Experience prioritizing and accomplishing tasks in an optimal order based on time, importance, or other criteria.
• Communication Excellence: Strong verbal and written communication skills with the ability to convey empathy, clarity, and professionalism in every conversation.
• Problem-Solving Skills: Resourceful and proactive approach to identifying and resolving customer issues, with a willingness to escalate complex matters when appropriate.
• Tech Savvy: Comfortable navigating multiple systems, databases, and software platforms simultaneously to locate information and complete transactions efficiently.

Why Join arenaflex?

At arenaflex, we recognize that our employees are the foundation of our success. We are committed to offering a comprehensive benefits package and a variety of resources designed to support your health, well-being, financial security, and professional growth.

Health and Well-Being

For employees scheduled to work at least 30 hours per week, arenaflex offers robust health and well-being benefits, including medical, dental, and vision coverage options. Employees scheduled to work less than 30 hours per week can still access valuable resources, including our 401(k) plan, Employee Assistance Program (EAP), Employee Resource Groups (ERG), and arenaflex Service Corps opportunities.

Financial Fitness

We believe in helping our team members build a strong financial future. Our competitive benefits package includes retirement savings options and other financial wellness programs designed to support long-term financial health.

Career Development

arenaflex is a place where careers accelerate. From day one, you'll have access to learning resources, mentorship opportunities, and clear pathways for advancement within the organization. Whether you aspire to grow into leadership, specialize in a particular area, or explore new functions across the company, we invest in your development every step of the way.

Paid Time Off and Work-Life Balance

We know that rest, recharge, and personal time are essential to long-term performance. Our paid time off programs are designed to give you the flexibility to manage your professional and personal life effectively.

For a more comprehensive overview of our benefits, we encourage you to explore our careers page and connect with our talent acquisition team.

Our Commitment to Diversity, Equity, and Inclusion

Every day at arenaflex, we are focused on building a more diverse, equitable, and inclusive company—one that recognizes, values, and respects the differences we all bring to the workplace. From doing what's right to delivering outstanding business results, we believe that together, we are better. Our commitment extends beyond words; it shapes our hiring practices, our team dynamics, and the way we serve our customers and communities. We welcome applicants of all backgrounds, experiences, and perspectives to bring their unique talents to our team.

Equal Opportunity Employer

arenaflex is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability or handicap status, or any other legally protected characteristic. We are proud to be a workplace where every individual has the opportunity to thrive.

Our Culture and Work Environment

Working at arenaflex means joining a community of innovators, problem-solvers, and dedicated professionals who genuinely care about the work they do. Our culture is built on collaboration, continuous improvement, and a shared commitment to advancing healthcare. As a remote team member supporting OTC Livewell and Health Plans, you will work alongside talented colleagues from across the country while enjoying the flexibility and autonomy of a home-based role.

You will be equipped with the tools, training, and resources needed to succeed, including comprehensive onboarding, ongoing coaching, and a supportive leadership team that values your growth and contributions. We celebrate wins together, learn from challenges, and consistently strive to raise the bar for what exceptional customer service looks like in healthcare.

How to Apply

If you are a motivated customer service professional ready to make a meaningful impact in the healthcare industry, we encourage you to apply today. Become part of a team that is transforming lives through innovative products and outstanding service. At arenaflex, we empower people to share their best ideas, create new opportunities for our customers and ourselves, and work together to solve today's toughest healthcare challenges.

Take the next step in your career and join arenaflex. Introduce yourself to our recruiters, and we will get in touch if there is a role that aligns with your skills, experience, and aspirations. Together, let's accelerate your career in healthcare while helping millions of customers live healthier, fuller lives.