Introduction to arenaflex
arenaflex is a privately held organization that has been committed to growing organically, doubling its revenue over the past decade. This remarkable growth is a testament to our dedication to providing the best technology and services to support our clients. At the heart of our success lies our "White Glove" service model, designed to deliver the best patient experience possible. We pride ourselves on our exceptional customer service, and we're now seeking a talented Customer Experience Specialist to join our team on a full-time basis, working remotely from anywhere in the United States.
Job Overview
This role is an exciting opportunity for a customer-focused individual to make a real difference in the lives of our patients and clients. As a Customer Experience Specialist, you will be the primary point of contact for our customers, providing professional engagement, follow-up communication, and resolving concerns in a timely and professional manner. Your exceptional communication skills, both written and verbal, will be essential in delivering a positive experience for all customers.
Work Schedule
The successful candidate will be required to work rotating 2nd and 3rd shifts, including weekends and holidays. The schedule is set and not subject to change, with flexibility required to work overtime when needed. The schedule includes:
- Saturday - 3rd shift (10:30 PM - 7:00 AM) during the 1st and 3rd week
- Tuesday - 2nd shift (10:30 AM - 11:00 PM) during the 1st and 3rd week
- Wednesday - 3rd shift (10:30 PM - 7:00 AM) during the 1st and 3rd week
- Friday - 2nd shift (10:30 AM - 11:00 PM) during the 1st and 3rd week
- Saturday - 2nd shift (2:30 PM - 11:00 PM) during the 2nd and 4th week
- Sunday - 2nd shift (2:30 PM - 11:00 PM) during the 2nd and 4th week
- Tuesday - 3rd shift (10:30 PM - 7:00 AM) during the 2nd and 4th week
- Thursday - 2nd shift (2:30 PM - 11:00 PM) during the 2nd and 4th week
- Friday - 3rd shift (10:30 PM - 7:00 AM) during the 2nd and 4th week
Initially, you will be required to attend a 2-week training session at our Downers Grove, IL location, after which you will be able to work remotely from anywhere in the United States.
Key Responsibilities
As a Customer Experience Specialist, 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 the work service request
- Interacting with vendors, customers, and employees via phone, text, and emails
- 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 the nighttime contact for drivers, providing scheduling and maintenance support
- Handling inbound and outbound calls to 20-30 drivers nightly and proactively monitoring on-time pickups and deliveries
- Escalating problems to the 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 coworkers 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, call center, or patient scheduling experience
- A strong ability to prioritize and multitask with attention to detail
- 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 remote work environment
- Familiarity with web-based system tools, such as OMS
- Experience working in a healthcare or medical environment
- Knowledge of HIPAA regulations and guidelines
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:
- Job training and professional development opportunities
- Employee recognition programs
- Referral bonus programs
- Wellness programs with generous incentives
- Health club reimbursement
- Company swag
Work Environment and Company Culture
arenaflex values its employees and is committed to providing a positive and supportive work environment. We offer a diverse blend of benefits, incentives, and business practices, including:
- Competitive salaries
- Travel allowance
- 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
Conclusion
If you are a motivated and customer-focused individual looking for a challenging and rewarding role, we encourage you to apply for this exciting opportunity. As a Customer Experience Specialist at arenaflex, you will be part of a dynamic team dedicated to delivering exceptional patient experiences. With a competitive salary, comprehensive benefits package, and opportunities for growth and development, this is an opportunity not to be missed. Apply now to join our team and start your journey with arenaflex!
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