**Experienced Customer Experience Specialist (2nd & 3rd Shift) – Remote Opportunity with arenaflex**
At arenaflex, we're passionate about 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 highest level of care and support. If you're a customer service professional with a passion for delivering outstanding experiences, we want to hear from you!
**About arenaflex**
arenaflex is a privately held organization that has experienced remarkable growth over the past decade, doubling our revenue in just 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.
**Job Summary**
We're seeking an experienced Customer Experience Specialist to join our customer service team on a full-time basis. This role will be remote, allowing you to work from anywhere in the United States. As a Customer Experience Specialist, you'll be responsible for providing exceptional customer service, resolving customer concerns, and ensuring seamless communication with our clients and internal teams.
**Work Schedule**
As a Customer Experience Specialist, you'll work a rotating 2nd and 3rd shift schedule, which includes:
* 1st and 3rd week:
+ Saturday: 10:30 PM - 7:00 AM (3rd shift)
+ Tuesday: 10:30 AM - 11:00 PM (12 hours, 2nd shift)
+ Wednesday: 10:30 PM - 7:00 AM (3rd shift)
+ Friday: 10:30 AM - 11:00 PM (12 hours, 2nd shift)
* 2nd and 4th week:
+ Saturday: 2:30 PM - 11:00 PM (2nd shift)
+ Sunday: 2:30 PM - 11:00 PM (2nd shift)
+ Tuesday: 10:30 PM - 7:00 AM (3rd shift)
+ Thursday: 2:30 PM - 11:00 PM (2nd shift)
+ Friday: 10:30 PM - 7:00 AM (3rd shift)
You'll be required to work weekends and holidays, and flexibility is essential, as you may need to work overtime, come in early, or leave later to ensure coverage.
**Ideal Candidate**
To succeed in this role, you'll need:
* Customer service, call center, or patient scheduling experience
* 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 clearly and concisely in 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:
* Providing professional engagement and follow-up communication via phone, email, and support software with customers and coworkers
* 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 and handing off follow-ups to coworkers on the next shift
* Ordering and canceling injectable doses
* Entering helium readings into OMS
**Career Growth Opportunities and Learning Benefits**
At arenaflex, we're committed to helping our employees grow and develop their careers. As a Customer Experience Specialist, you'll have access to:
* Job training and professional development opportunities
* A diverse blend of benefits, incentives, and business practices
* A comprehensive employee recognition program
* A referral bonus program
* A wellness program with generous incentives
* 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
**Work Environment and Company Culture**
At arenaflex, we value our employees' well-being and happiness. Our company culture is built on a foundation of:
* Respect and empathy for our clients and employees
* A commitment to innovation and customer satisfaction
* A dynamic and supportive work environment
* Opportunities for growth and development
* A focus on employee well-being and happiness
**How to Apply**
If you're a customer service professional with a passion for delivering exceptional experiences, we want to hear from you! Apply now to join our team as a Customer Experience Specialist.
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