Experienced Customer Experience Specialist – Rotating 2nd and 3rd Shift – Delivering Exceptional Patient Experiences in a Dynamic Remote Environment at arenaflex

Introduction to arenaflex

arenaflex is a privately held organization that has been committed to growing organically, doubling our revenue in the past 10 years. We pride ourselves on our "White Glove" service model, delivering the best patient experience possible through our cutting-edge technology and exceptional customer service. As a leader in our industry, we are dedicated to providing top-notch support to our clients, and we are now seeking a highly skilled and experienced Customer Experience Specialist to join our remote customer service team.

Job Overview

We are looking for a talented and dedicated individual to fill a full-time Customer Experience Specialist role, working on a rotating 2nd and 3rd shift schedule. As a key member of our customer service team, you will be responsible for providing exceptional support to our customers, resolving their concerns in a professional and timely manner, and ensuring that their experience with arenaflex is nothing short of outstanding. This role will be remote, with a required 2-week training period at our Downers Grove, IL location.

Work Schedule

The successful candidate will be required to work a set rotating 2nd and 3rd shift schedule, which includes:

• 1st and 3rd week:
  • Saturday: 10:30pm - 7:00am
  • Sunday: off
  • Monday: off
  • Tuesday: 10:30am - 11:00pm (12 hours)
  • Wednesday: 10:30pm - 7:00am
  • Thursday: off
  • Friday: 10:30am - 11:00pm (12 hours)
• 2nd and 4th week:
  • Saturday: 2:30pm - 11:00pm
  • Sunday: 2:30pm - 11:00pm
  • Monday: off
  • Tuesday: 10:30pm - 7:00am
  • Wednesday: off
  • Thursday: 2:30pm - 11:00pm
  • Friday: 10:30pm - 7:00am

Flexibility is essential, as you may be required to work overtime, come in early or leave later, or switch schedules for coverage. You will also be required to work weekends and holidays.

Key Responsibilities

As a Customer Experience Specialist at arenaflex, your key responsibilities will include:

• Managing incoming customer service phone calls and other customer requests
• Creating service requests and dispatching accordingly
• Identifying and resolving customer concerns in a professional and timely manner
• Using web-based system tools, such as OMS, Word, and Excel, on a daily basis
• Logging all communication in work service requests
• Interacting with vendors, customers, and employees via phone, text, and email
• Escalating service calls when needed
• Attaching Field Service Reports to service requests in OMS and auditing reports from vendors
• Following through on the resolution of any customer needs
• Acting as nighttime contact for drivers, providing scheduling and maintenance support
• Handling inbound and outbound calls to 20-30 drivers nightly and proactively monitoring on-time pick-ups and deliveries
• Escalating problems to proper manager contacts as appropriate
• Following HIPAA regulations as they pertain to communication
• Effectively communicating pertinent information to daytime contacts within multiple geographical regions, as well as handing off follow-ups to co-workers on the next shift
• Ordering and canceling injectable doses
• Entering helium readings into OMS

Essential Qualifications

To be successful in this role, you will need to possess:

• Customer service experience, preferably in a call center or scheduling environment
• A strong ability to prioritize and multitask with attention to detail
• Excellent time management, organization, and focus on prioritizing and multitasking with attention to detail
• The ability to articulate thoughts into clear and concise written and verbal communication
• Strong written and verbal communication skills
• Experience working on computers, using Excel, and other Microsoft Office applications

Preferred Qualifications

While not essential, the following qualifications are preferred:

• Previous experience in a similar role or industry
• Knowledge of HIPAA regulations and guidelines
• Experience with web-based system tools, such as OMS
• Strong analytical and problem-solving skills

Career Growth Opportunities and Learning Benefits

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

• Comprehensive training and onboarding program
• Ongoing coaching and feedback to help you succeed in your role
• Opportunities for career advancement and professional growth
• Access to industry-leading technology and tools
• A dynamic and supportive work environment that encourages collaboration and innovation

Work Environment and Company Culture

arenaflex is a company that values its employees and is committed to creating a positive and supportive work environment. We offer:

• A remote work arrangement that allows for flexibility and work-life balance
• A diverse and inclusive workplace culture that values diversity and promotes equality
• A comprehensive benefits package that includes health, dental, and vision insurance, 401k matching, and more
• A recognition and reward program that acknowledges and rewards employee achievements
• A commitment to employee wellness and mental health, with access to employee assistance programs and wellness initiatives

Compensation, Perks, and Benefits

As a Customer Experience Specialist at arenaflex, you can expect:

• A competitive salary and benefits package
• A travel allowance to support your work-related travel needs
• A diverse blend of benefits, incentives, and business practices that support your overall well-being and career growth
• Access to company swag and other fun perks
• A health club reimbursement program to support your physical health and wellness
• A wellness program with generous incentives to promote healthy habits and lifestyles
• Employee recognition programs and referral bonus programs to acknowledge and reward your contributions

Conclusion

If you are a motivated and customer-focused individual who is passionate about delivering exceptional patient experiences, we encourage you to apply for this exciting opportunity to join our team at arenaflex. As a Customer Experience Specialist, you will play a critical role in supporting our customers and driving business success. Don't miss out on this chance to join a dynamic and growing company that values its employees and is committed to making a positive impact in the lives of our customers. Apply today and take the first step towards an exciting and rewarding career with arenaflex!