At arenaflex, we're dedicated to delivering exceptional patient experiences through our "White Glove" service model. As a Customer Experience Specialist, you'll play a vital role in ensuring our clients receive the best possible care. We're seeking a highly skilled and motivated individual to join our customer service team, working remotely from anywhere in the United States.
**About arenaflex**
arenaflex is a privately held organization that has experienced remarkable growth, doubling our revenue in the past 10 years. Our commitment to innovation and customer satisfaction has earned us a reputation as a leader in our industry. We're proud to offer a dynamic work environment that values employee growth, well-being, and happiness.
**Job Summary**
As a Customer Experience Specialist, you'll be responsible for providing exceptional customer service, resolving issues, and ensuring seamless communication with clients, vendors, and colleagues. This role requires a strong ability to prioritize, multitask, and maintain attention to detail. You'll work closely with our team to deliver outstanding results and contribute to the success of arenaflex.
**Work Schedule**
* Must be able to work rotating 2nd & 3rd shifts, with a set schedule that includes:
+ 1st and 3rd week:
- Saturday: 10:30 PM - 7:00 AM (3rd shift)
- Tuesday: 10:30 AM - 11:00 PM (12 hours, 2nd shift)
- Wednesday: 10:30 PM - 7:00 AM (3rd shift)
- Friday: 10:30 AM - 11:00 PM (12 hours, 2nd shift)
+ 2nd and 4th week:
- Saturday: 2:30 PM - 11:00 PM (2nd shift)
- Sunday: 2:30 PM - 11:00 PM (2nd shift)
- Tuesday: 10:30 PM - 7:00 AM (3rd shift)
- Thursday: 2:30 PM - 11:00 PM (2nd shift)
- Friday: 10:30 PM - 7:00 AM (3rd shift)
* Flexibility is required, with the ability to work overtime when needed, including coming in early or leaving later, or switching schedules for coverage.
* Must work weekends and holidays.
* Remote work is available, with two weeks of training taking place at our Downers Grove, IL location.
**Ideal Candidate**
We're seeking a highly motivated and experienced individual with:
* Customer service, call center, or patient scheduling experience.
* Strong ability to prioritize and multitask with attention to detail.
* Excellent written and verbal communication skills.
* Ability to articulate thoughts clearly and concisely.
* Experience working on computers, using Excel, and other Microsoft Office applications.
* Strong organizational and time management skills.
**Essential Functions**
* Provide professional engagement and follow-up communication via phone, email, and support software with customers and colleagues.
* Exhibit a positive, can-do attitude with all customers.
* Consistently perform all steps of the Customer Experience Initiative.
* Manage incoming customer service phone calls and other customer requests.
* Create service requests and dispatch accordingly.
* Identify and resolve customer concerns in a professional and timely manner.
* Use web-based system tools, such as OMS, Word, and Excel, on a daily basis.
* Log all communication in work service requests.
* Interact with vendors, customers, and employees via phone, text, and emails.
* Escalate service calls when needed.
* Attach Field Service Reports to service requests in OMS.
* Audit reports from vendors and ensure all calls are logged in OMS.
* Follow through on resolution of any customer needs.
* Act as nighttime contact for drivers, providing scheduling and maintenance support.
* Handle inbound and outbound calls to 20-30 drivers nightly.
* Proactively monitor on-time pick-up and deliveries.
* Escalate problems to proper manager contacts as appropriate.
* Follow HIPAA regulations as it pertains to communication.
* Effectively communicate pertinent information to daytime contacts within multiple geographical regions.
* Hand off follow-ups to coworkers on the next shift.
* Order and cancel injectable doses.
* Enter helium readings into OMS.
**Benefits and Perks**
At arenaflex, we value our employees and want them to be healthy and happy. We offer:
* Competitive salaries
* Travel allowance
* A diverse blend of benefits, incentives, and business practices
* 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. We offer 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 experienced individual looking for a challenging and rewarding role, please apply through our website:
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