**Job Highlights:**
* Location: Remote
* Company: arenaflex
* Start Date: Immediate openings available
* Compensation: A competitive salary
* Position: Customer Experience Specialist (2nd & 3rd Shift)
**Introduction to arenaflex:**
At arenaflex, we pride ourselves on delivering exceptional patient experiences through our "White Glove" service model. As a leading provider of innovative healthcare solutions, we are committed to growing organically and investing in the best technology to support our clients. Our team is passionate about making a positive impact on people's lives, and we are seeking a talented Customer Experience Specialist to join our customer service team.
**Job Summary:**
We are seeking an experienced Customer Experience Specialist to work in a remote capacity, supporting our clients across the United States. As a key member of our customer service team, you will be responsible for providing exceptional customer service, resolving customer concerns, and ensuring seamless communication with our clients and internal teams. This is a full-time position, requiring a rotating 2nd & 3rd shift schedule, with flexibility to work overtime when needed.
**Work Schedule:**
Our ideal candidate must be able to work a rotating 2nd & 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)
**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 night-time 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:**
* 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
* Experience working on computers, using Excel, and other Microsoft Office applications
**Preferred Qualifications:**
* Experience working in a healthcare or medical-related field
* Familiarity with HIPAA regulations
* Experience working with web-based system tools, such as OMS, Word, and Excel
* Strong problem-solving and analytical skills
* Ability to work in a fast-paced environment with multiple priorities
**Benefits and Perks:**
At arenaflex, we value our employees and offer 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
**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.
**Application Process:**
Ready to join our team? Click the "Apply Now" button to submit your application. We look forward to reviewing your qualifications and discussing this opportunity further.