Experienced Customer Experience Specialist - Rotating 2nd and 3rd Shift
At arenaflex, we're dedicated to delivering exceptional patient experiences through our "White Glove" service model. As a Customer Experience Specialist, you'll play a vital role in ensuring our clients receive the best possible care. We're seeking a highly skilled and motivated individual to join our customer service team in a remote, rotating 2nd and 3rd shift opportunity.
About arenaflex
arenaflex is a privately held organization that has experienced remarkable growth, doubling our revenue in the past 10 years. Our commitment to innovation and customer satisfaction has earned us a reputation as a leader in our industry. We're proud to offer a dynamic work environment that values employee growth, well-being, and happiness.
Work Schedule
As a Customer Experience Specialist, you'll work a 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
Ideal Candidate
We're seeking a highly motivated and experienced individual who possesses:
- Customer service experience, preferably in a call center or scheduling environment
- Strong ability to prioritize and multitask with attention to detail
- Excellent time management, organization, and focus on prioritizing tasks with attention to detail
- 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
Essential Functions
As a Customer Experience Specialist, you'll be responsible for:
- Professional engagement and follow-up communication via phone, email, and support software with customers and co-workers
- Exhibiting a positive, can-do attitude with all customers
- Consistently performing all steps of the Customer Experience Initiative
- 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 emails
- Escalating service calls when needed
- Attaching Field Service Reports to service requests in OMS
- Auditing reports from vendors and ensuring all calls are logged in OMS
- 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, proactively monitoring on-time pick-ups and deliveries
- Escalating problems to proper manager contacts as appropriate
- Following HIPAA regulations as it pertains 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
Benefits and Perks
At arenaflex, we value our employees and offer a comprehensive benefits package, including:
- 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
- Company-paid short-term disability
- Voluntary long-term disability options
- Flexible PTO and paid holidays
- Company swag
- Health club reimbursement
- Wellness program with generous incentives
- Employee recognition programs
- Referral bonus program
- Job training and professional development
Equal Employment Opportunity
arenaflex is committed to equal employment opportunity and offers a drug-free work environment to all qualified applicants without regard to race, color, religion, sex, age, national origin, sexual orientation, disability, marital status, veteran status, or any other category protected by applicable law.
How to Apply
If you're a motivated and experienced individual who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please visit our website to submit your application: Apply Job! Apply for this job