Immediate Hiring: Customer Experience Specialist – Delivering Exceptional Patient Care at arenaflex

As a Customer Experience Specialist at arenaflex, you will play a vital role in shaping the patient experience, ensuring that every interaction is nothing short of exceptional. If you're passionate about delivering top-notch customer service, possess excellent communication skills, and thrive in a dynamic environment, we invite you to join our team.

About arenaflex

arenaflex is a privately held organization that has been committed to organic growth, doubling our revenue in the past 10 years. We pride ourselves on our "White Glove" service model, dedicated to delivering the best patient experience possible. Our commitment to innovation and customer satisfaction has earned us a reputation as a leader in our industry.

Job Summary

We're seeking a highly motivated and customer-focused Customer Experience Specialist to join our remote team. As a key member of our customer service team, you will be responsible for managing incoming customer service phone calls, resolving customer concerns, and providing exceptional support to our patients and vendors. If you're looking for a challenging and rewarding role that offers opportunities for growth and development, we encourage you to apply.

Work Schedule

As a remote Customer Experience Specialist, you will work a rotating 2nd and 3rd shift schedule, which includes:

• 1st and 3rd week:

+ Saturday - 3rd shift (10:30 PM - 7:00 AM) + Tuesday - 2nd shift (10:30 AM - 11:00 PM) + Wednesday - 3rd shift (10:30 PM - 7:00 AM) + Friday - 2nd shift (10:30 AM - 11:00 PM)

• 2nd and 4th week:

+ Saturday - 2nd shift (2:30 PM - 11:00 PM) + Sunday - 2nd shift (2:30 PM - 11:00 PM) + Tuesday - 3rd shift (10:30 PM - 7:00 AM) + Thursday - 2nd shift (2:30 PM - 11:00 PM) + Friday - 3rd shift (10:30 PM - 7:00 AM) You will also be required to work overtime when needed, including coming in early or leaving later, switching schedules for coverage, and working weekends and holidays.

Key Responsibilities

As a Customer Experience Specialist, you will be responsible for:

• 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 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-up 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 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:

• Customer service/call center/patient scheduling experience
• Strong ability to prioritize and multitask with attention to detail
• Time management, organization, and focus on ability to prioritize and multitask 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

Preferred Qualifications

While not required, the following qualifications are preferred:

• Experience working in a healthcare or medical-related field
• Familiarity with OMS and other web-based system tools
• Certification in customer service or a related field

Benefits and Perks

As a valued member of our team, you will enjoy a comprehensive benefits package, including:

• Competitive salary
• 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
• Company swag
• Health club reimbursement
• Wellness program with generous incentives
• Employee recognition programs
• Referral bonus program
• Job training and professional development opportunities

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 ready to take the next step in your career and join a dynamic team that values customer satisfaction and employee growth, apply now! We look forward to discussing how you can become a vital part of our success story. Apply To This Job Apply for this job