**Join arenaflex, a leading provider of innovative solutions in the healthcare industry, as we seek an experienced Customer Service Representative II to support our CDC INFO program. This role will play a critical part in delivering exceptional customer experiences to the public, healthcare providers, and public health professionals.**
**About arenaflex**
arenaflex is a dynamic and forward-thinking organization that is committed to making a positive impact in the lives of individuals and communities. With a strong focus on innovation, collaboration, and customer satisfaction, we strive to deliver exceptional solutions that meet the evolving needs of our clients. Our team is passionate about creating a culture of excellence, and we are seeking like-minded individuals to join us on this journey.
**The Role**
As a Customer Service Representative II at arenaflex, you will be responsible for providing exceptional customer service to a diverse range of clients, including the general public, healthcare providers, and public health professionals. You will be the primary point of contact for clients seeking information on health-related topics, and you will be expected to provide accurate, timely, and professional responses to their inquiries.
**Key Responsibilities**
- Provide customer service for basic and routine inquiries and problems via multiple possible channels (i.e. telephone, emails, web chats, or written letters).
- Calls are predominantly routine, but may require deviation from standard screens, scripts, and procedures.
- Use computerized systems for tracking, information gathering, and/or troubleshooting.
- Provide feedback when needed, provide input on call trends, processes, procedures, and training.
- May 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, from general public, clinicians, and government officials in accordance with all CDC and arenaflex performance standards, policy, and procedures, and protocols including but not limited to the confidentiality and privacy policy.
- Call, email, chat, vaccine appointments, and sending out kits are predominantly routine, but may require deviation from standard screens, scripts, and procedures.
- Utilize databases and written materials to look up and provide information to telephone, email, chat inquiries as well as scheduling appointments and sending out kits.
- Maintain up-to-date knowledge of CDC Public Response, procedures, and policies to provide knowledgeable responses to numerous inquiries in a courteous, timely, and professional manner.
- 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, which will benefit arenaflex, CDC, and the public (inquirers).
- Attend meetings and training as requested and maintain up-to-date knowledge of public response, programs, and systems.
**Essential Qualifications**
- High School diploma or GED required.
- Minimum six (6) months customer service/administrative/call center experience required.
- 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.
- 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 (you can test this by going to www.speedtest.net).
- Preferred Windows or Mac (no Chromebooks or tablets).
- Hardwired internet (ethernet) connection.
- Private work area and adequate power source.
**Benefits and Compensation**
- arenaflex offers a competitive salary range of $17.75 - $22.17 per hour, depending on location and experience.
- We also offer a comprehensive benefits package, including medical, dental, and vision insurance, as well as 401(k) matching and paid time off.
- arenaflex is an equal opportunity employer and is committed to creating a diverse and inclusive work environment.
**How to Apply**
If you are a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications for the role. We look forward to hearing from you!
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