About arenaflex
arenaflex is a privately held organization that has been committed to growing organically and has doubled its revenue in the past 10 years. We pride ourselves on our "White Glove" service model by delivering the best patient experience possible. Our dedication to innovation and customer satisfaction has earned us a reputation as a leader in the industry. We are now seeking an experienced Customer Experience Specialist to join our team and help us continue to provide exceptional service to our clients.
Job Summary
We are urgently hiring a Customer Experience Specialist to join our customer service team. This role will be remote, with a 2-week training period at our Downers Grove, IL location. The ideal candidate will possess excellent customer service skills, strong communication abilities, and the ability to work effectively in a fast-paced environment. As a Customer Experience Specialist, you will be responsible for managing incoming customer service phone calls, creating service requests, and resolving customer concerns in a professional and timely manner.
Work Schedule
This is a set rotating 2nd & 3rd shift opportunity, with the following schedule:
- 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
Responsibilities
The ideal candidate will possess the following skills and qualifications:
- Customer service experience - call center and scheduling, preferred
- Strong ability to prioritize & multi-task with attention to detail
- Time management organization & focus on ability to prioritize & multi-task with focus to detail
- Ability to articulate thoughts into clear & concise written and verbal communication
- Strong written and verbal communication
- Experience working on computers, using Excel, and other Microsoft Office applications
The Customer Experience Specialist will be responsible for:
- Professional engagement & follow-up communication via phone, email & support software with customers and co-workers.
- Exhibits an attitude that is one of positive, can do and customer first with all customers.
- Consistently perform all steps of the Customer Experience Initiative.
- Manage incoming customer service phone calls & other customer requests
- Create service request 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 request
- Interact with vendors, customers and employees via phone, text, and emails
- Escalate service calls when needed
- Attach Field Service Reports to service request in OMS. Audit report from vendor and make sure we have all calls logged in OMS
- Follow through on resolution of any customer needs. Other duties as determined by your manager
- Act as night time contact for drivers, providing scheduling and maintenance support
- Handle inbound and outbound calls to 20-30 drivers nightly. Proactively monitoring on time pick up and deliveries
- Escalate problems to proper manager contacts as appropriate
- Follow HIPPA regulations as it pertains to communication
- Effectively communicate pertinent information to daytime contact within multiple geographical regions as well as. handoff of follow ups to co-workers on next shift
- Order and cancel injectable doses
- Enter helium reading into OMS
Qualifications
The ideal candidate will possess the following qualifications:
- High school diploma or equivalent required
- 2+ years of customer service experience, preferably in a call center environment
- Strong communication and interpersonal skills
- Ability to work effectively in a fast-paced environment
- Proficiency in Microsoft Office applications, including Excel
- Ability to work a rotating 2nd & 3rd shift schedule
Benefits
arenaflex offers a competitive salary and a diverse blend of benefits, incentives, and business practices. Some of the benefits we offer include:
- Health, dental, and vision insurance
- Company-paid dental (with applicable health plans)
- 401k matching
- Employee Assistance Program
- Company-paid life insurance and voluntary supplemental life insurance
- Company-paid short term
- Voluntary long term disability options
- Flex PTO & paid holidays
- Company swag
- Health club reimbursement
- Wellness program with generous incentives
- Employee recognition programs
- Referral bonus program
- Job training & professional development
Why Join arenaflex?
arenaflex is committed to providing a positive and supportive work environment that allows our employees to grow and develop their careers. We offer a competitive salary and a diverse blend of benefits, incentives, and business practices. Our team is passionate about delivering exceptional patient experience, and we are looking for like-minded individuals to join our team.
How to Apply
If you are a motivated and customer-focused individual who is passionate about delivering exceptional patient experience, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We look forward to hearing from you!