Experienced Customer Service Representative – Mobile Drug Testing Services
At arenaflex, we're dedicated to providing exceptional service to our clients, vendors, and internal teams. As a Customer Service Representative (CSR) on our team, you'll be the first point of contact for our clients, managing scheduling, completion, and communication processes for mobile drug testing services. If you thrive in a fast-paced, detail-oriented environment and are passionate about delivering exceptional service, we want to hear from you.
About arenaflex
arenaflex is a leading provider of mobile drug testing services, committed to delivering high-quality solutions to our clients. Our team is passionate about making a difference in the lives of our clients and their employees, and we're looking for like-minded individuals to join our team.
Key Responsibilities
As a CSR at arenaflex, you'll be responsible for:
Phone & Email Communication
+ Answer inbound calls live and promptly; respond to voicemails within 30 minutes. + Provide clear expectations and follow-up timelines to callers. + Log all calls in the phone log and escalate urgent/emergency requests appropriately. + Respond to emails within 4 hours; escalate or delegate when necessary.
Scheduling
+ Manage the full lifecycle of mobile testing requests: intake, collector coordination, calendar invites, and reminders. + Use internal job logs and templates to track request stages (e.g., 00 PNDG REQ, 01 NOT SCH, 02 PNDG CLLCT). + Confirm collector readiness and customer availability before finalizing events.
Completion
+ Process and organize paperwork from collectors using Foxit PDF tools. + Upload documents to SharePoint and/or email to clients or MROs as required. + Update job logs with test results, donor names, and billing stages.
Customer Service & Sales Support
+ Provide rough quotes to new inquiries and escalate to sales for formal follow-up. + Support claims, billing, and account setup as needed. + Handle emergency dispatches with urgency and professionalism.
Training & Career Progression
As a CSR at arenaflex, you'll have the opportunity to grow and develop your skills through our structured training program. Your first year includes:
Initial Training
(0-90 days): Learn Completion & Scheduling
Specialty Training
(90-180 days): Secondary role proficiency
CSR 1 Promotion
(90 days): $0.25 raise (score is greater than or equal to 4/5)
CSR 2 Promotion
(1 year): $0.25-$0.50 raise per role (score is greater than or equal to 4/5)
Primary Roles (Year 1)
* Completion
- Scheduling
- Dispatch (24/7 Emergency)
- Sales Support
- Claims Support
Secondary Roles
* Account Setup
- Billing
- DOT Training Support
- Randoms
- Vendor Management
Advanced Tracks
* Lead CSR
- Sales Trainer
- Executive Assistant
- Data Engineer
Qualifications
* Strong verbal and written communication skills.
- Ability to multitask and prioritize in a high-volume environment.
- Proficiency with Microsoft Office, SharePoint, and CRM tools.
- Detail-oriented with a customer-first mindset.
- Comfortable working in a structured, protocol-driven environment.
Compensation
* Starting at $4.00/hr during training.
- Raises at 90 days, 6 months, 9 months, and 1 year based on performance.
- Additional incentives tied to KPIs and role proficiency.
Work Environment & Company Culture
As a CSR at arenaflex, you'll be part of a dynamic and supportive team that's passionate about delivering exceptional service. Our work environment is fast-paced and detail-oriented, with a focus on customer satisfaction and team collaboration. We offer a range of benefits and perks, including:
- Competitive compensation and benefits package
- Opportunities for career growth and development
- Collaborative and supportive team environment
- Recognition and rewards for outstanding performance
How to Apply
If you're a motivated and customer-focused individual who is passionate about delivering exceptional service, we want to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you! Apply for this job