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 highest level of care and support. If you're passionate about customer service, possess excellent communication skills, and thrive in a dynamic environment, we encourage you to apply for this exciting opportunity.

About arenaflex

arenaflex is a privately held organization that has experienced remarkable growth over the past decade, doubling our revenue in the past 10 years. Our commitment to innovation and customer satisfaction has enabled us to establish ourselves as a leader in our industry. We're proud of our organic growth and are dedicated to maintaining our position as a trusted partner for our clients.

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, with a 2-week training period at our Downers Grove, IL location. As a Customer Experience Specialist, you'll be responsible for managing incoming customer service phone calls, creating service requests, and resolving customer concerns in a professional and timely manner. You'll also interact with vendors, customers, and employees via phone, text, and emails, and provide scheduling and maintenance support to our drivers.

Work Schedule

As a rotating 2nd and 3rd shift Customer Experience Specialist, you'll work a variety of schedules, including:

• 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 looking for a highly motivated and organized individual with excellent customer service skills. The ideal candidate will possess:

• Customer service experience, preferably in a call center or scheduling environment
• Strong ability to prioritize and multitask with attention to detail
• Excellent written and verbal communication skills
• Ability to articulate thoughts clearly and concisely
• Experience working on computers, using Excel, and other Microsoft Office applications
• Strong time management and organizational skills

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 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 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
• 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 opportunities to:

• Develop your customer service skills and knowledge
• Learn about our industry and stay up-to-date on the latest trends and technologies
• Collaborate with a talented team of professionals who are passionate about delivering exceptional patient experiences
• Participate in ongoing training and development programs to enhance your skills and knowledge
• Take on new challenges and responsibilities as you grow and develop in your role

Work Environment and Company Culture

arenaflex is a dynamic and fast-paced environment that values innovation, collaboration, and customer satisfaction. As a Customer Experience Specialist, you'll be part of a team that is dedicated to delivering exceptional patient experiences. We offer a diverse blend of benefits, incentives, and business practices that support our employees' health, happiness, and well-being.

Compensation, Perks, and Benefits

We offer a competitive salary, travel allowance, and a diverse blend of benefits, incentives, and business practices that support our employees' health, happiness, and well-being. These include:

• 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

How to Apply

If you're passionate about customer service and possess excellent communication skills, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you!

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. Equal employment opportunity includes hiring, training, promotion, transfer, demotion, and termination. Apply for this job