Experienced Customer Experience Specialist for 2nd and 3rd Shift Operations – Delivering Exceptional Patient Experiences through Remote Work Opportunities

Introduction to arenaflex arenaflex is a privately held organization that has been committed to growing organically, doubling its revenue over the past decade. This remarkable growth is a testament to our dedication to innovation and customer satisfaction. At arenaflex, we pride ourselves on our "White Glove" service model, which is centered around delivering the best patient experience possible. Our commitment to excellence has led us to seek a highly skilled and dedicated Customer Experience Specialist to join our team, working remotely from anywhere in the United States. Job Overview We are looking for an exceptional individual to fill the role of a Customer Experience Specialist, working on a rotating 2nd and 3rd shift schedule. As a key member of our customer service team, you will be responsible for providing top-notch support to our clients, ensuring that their needs are met with professionalism and courtesy. This role offers the flexibility of remote work, with an initial two weeks of training taking place at our Downers Grove, IL location. Work Schedule The successful candidate will be required to work a rotating schedule, which includes: Saturdays: Alternating between 2nd and 3rd shifts (2:30 PM - 11:00 PM or 10:30 PM - 7:00 AM) Tuesdays: Alternating between 2nd and 3rd shifts (10:30 AM - 11:00 PM or 10:30 PM - 7:00 AM) Wednesdays: 3rd shift (10:30 PM - 7:00 AM) during the 1st and 3rd weeks, and 2nd shift (2:30 PM - 11:00 PM) during the 2nd and 4th weeks Fridays: Alternating between 2nd and 3rd shifts (10:30 AM - 11:00 PM or 10:30 PM - 7:00 AM) Sundays: 2nd shift (2:30 PM - 11:00 PM) during the 2nd and 4th weeks Flexibility is essential, as you may be required to work overtime, come in early, leave late, or switch schedules to ensure adequate coverage. You must also be available to work weekends and holidays. Key Responsibilities As a Customer Experience Specialist, your primary responsibilities will include: Managing incoming customer service phone calls and other customer requests in a professional and timely manner Creating service requests and dispatching them accordingly Identifying and resolving customer concerns with a positive, can-do attitude Utilizing web-based system tools, such as OMS, Word, and Excel, on a daily basis Interacting with vendors, customers, and employees via phone, text, and email Escalating service calls when necessary and attaching Field Service Reports to service requests in OMS Following through on the resolution of customer needs and acting as a nighttime contact for drivers, providing scheduling and maintenance support Handling inbound and outbound calls to 20-30 drivers nightly, proactively monitoring on-time pickups and deliveries Effectively communicating pertinent information to daytime contacts within multiple geographical regions and handing off follow-ups to coworkers on the next shift Essential Qualifications To be successful in this role, you must possess: 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 and multitasking 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 essential, the following qualifications are highly desirable: Previous experience in a remote work environment Familiarity with HIPAA regulations and guidelines Experience working in a fast-paced, dynamic environment with multiple priorities and deadlines Career Growth Opportunities and Learning Benefits At arenaflex, we are committed to the growth and development of our employees. As a Customer Experience Specialist, you will have access to: Comprehensive training programs to enhance your skills and knowledge Ongoing coaching and feedback to support your professional development Opportunities for advancement within the company A dynamic and supportive work environment that encourages collaboration and innovation Work Environment and Company Culture arenaflex is dedicated to creating a positive and inclusive work environment that values diversity, equity, and inclusion. We offer a range of benefits and perks, including: Competitive salaries and bonuses Comprehensive health, dental, and vision insurance 401(k) matching and retirement planning Flexible PTO and paid holidays Employee recognition programs and rewards Wellness programs and health club reimbursement Opportunities for professional development and growth Compensation, Perks, and Benefits As a valued member of our team, you can expect a comprehensive compensation package that includes: A competitive salary range Performance-based bonuses and incentives A range of benefits, including health, dental, and vision insurance, 401(k) matching, and flexible PTO Access to employee recognition programs, wellness initiatives, and professional development opportunities Conclusion If you are a motivated and customer-focused individual with a passion for delivering exceptional patient experiences, we encourage you to apply for this exciting opportunity. As a Customer Experience Specialist at arenaflex, you will be part of a dynamic team that values innovation, collaboration, and customer satisfaction. Don't miss this chance to join a growing organization that is committed to making a positive impact in the lives of our clients and employees. Apply now to take the first step towards an rewarding and challenging career with arenaflex! Apply for this job