Experienced Customer Care Specialist for Virtual Medical Device Support – Delivering Exceptional Service and Solutions

Welcome to arenaflex

arenaflex is a global leader in the medical device manufacturing industry, dedicated to improving lives through innovative solutions. We are seeking a highly skilled and motivated Customer Care Specialist to join our team on an 18-month contract basis. As a results-driven organization, we offer a dynamic and collaborative environment where you can make a real difference every day. Our team is comprised of like-minded, self-directed, and detail-oriented professionals who are passionate about delivering exceptional customer service.

Job Overview

In this independent work environment, you will be the customer-facing voice of arenaflex, responsible for developing creative solutions to customer issues and providing proactive updates on order status to accelerate the billing process. Your exceptional communication skills, attention to detail, and ability to work collaboratively with internal departments will ensure that our customers receive the highest level of service. As a key member of our team, you will be responsible for determining when hospital requests require escalation, based on complexity or high-priority needs, and solving customer complaints in a professional and efficient manner.

Key Responsibilities

• Develop and implement creative solutions to customer issues in a timely and effective manner
• Provide proactive updates on order status to accelerate the billing process and ensure seamless customer experience
• Determine when hospital requests require escalation, based on complexity or high-priority needs, and ensure prompt resolution
• Solve customer complaints and document them in the CRM system, maintaining accurate records and ensuring continuous improvement
• Collaborate with internal departments (sales, customer service, and accounts receivable) to ensure 100% service level to customers while adhering to company quality and revenue recognition policies
• Follow order entry process and provide proactive updates on order status to accelerate the billing process
• Provide phone support for inquiries from sales and healthcare professionals, responding to questions and concerns in a professional and courteous manner
• Demonstrate a positive, constructive, and cooperative attitude in the business environment, promoting a culture of excellence and customer satisfaction
• Provide support beyond standard hours as needed, ensuring that customer needs are met and exceeded
• Implement and support quality initiatives throughout the branch, contributing to continuous improvement and excellence
• Perform additional duties as assigned, demonstrating flexibility and adaptability in a fast-paced environment

Requirements and Qualifications

To be successful in this role, you will need:

• 2+ years of experience in customer service or a related field, with a proven track record of delivering exceptional service and solutions
• High school diploma, with a college degree preferred
• Clear and concise communication skills, with the ability to articulate complex information in a simple and effective manner
• A drive to dig into the details of customer issues, solving problems proactively and ensuring customer satisfaction
• Ability to work flexible hours, as needed to support business needs, including overtime and extended hours
• Demonstrated proficiency in MS Excel, Word, Access, Outlook, and ERP systems, including data analysis tools such as queries and pivot tables
• Preferred experience with SAP and SalesForce, with a willingness to learn and adapt to new systems and technologies

Essential Skills and Competencies

To excel in this role, you will need to possess:

• Exceptional communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders
• Strong problem-solving and analytical skills, with the ability to think critically and creatively
• Ability to work independently and as part of a team, with a strong sense of accountability and responsibility
• Strong attention to detail, with a focus on accuracy and quality
• Ability to adapt to changing priorities and deadlines, with a flexible and resilient approach to work

Career Growth and Development

At arenaflex, we are committed to the growth and development of our employees. As a Customer Care Specialist, you will have access to training and development opportunities, including:

• Comprehensive onboarding program, designed to ensure your success in the role
• Ongoing training and development opportunities, including workshops, webinars, and conferences
• Coaching and mentoring from experienced professionals, with a focus on career growth and development
• Opportunities for advancement and career progression, with a clear path for professional growth

Work Environment and Culture

arenaflex is a dynamic and collaborative organization, with a strong focus on customer satisfaction and employee engagement. Our work environment is characterized by:

• A culture of excellence and continuous improvement, with a focus on quality and customer satisfaction
• A collaborative and supportive team environment, with a strong sense of camaraderie and teamwork
• A flexible and adaptable approach to work, with a focus on work-life balance and employee well-being
• A commitment to diversity and inclusion, with a focus on creating a welcoming and inclusive work environment

Compensation and Benefits

arenaflex offers a competitive compensation and benefits package, including:

• Competitive salary and bonus structure, with opportunities for growth and development
• Comprehensive benefits package, including medical, dental, and vision coverage
• Retirement savings plan, with employer matching contributions
• Paid time off and holidays, with a focus on work-life balance and employee well-being

Conclusion

If you are a motivated and customer-focused individual, with a passion for delivering exceptional service and solutions, we encourage you to apply for this exciting opportunity. As a Customer Care Specialist at arenaflex, you will be part of a dynamic and collaborative team, with a strong focus on customer satisfaction and employee engagement. Don't miss this chance to join a global leader in the medical device manufacturing industry and take your career to the next level. Apply now and become a part of the arenaflex team!