Experienced Customer Service Representative for After-Hours Support – Remote Opportunity with Flexible Hours

Welcome to arenaflex arenaflex is a leading provider of elderly home-based care and various other services, dedicated to delivering exceptional support to our clients. We are now seeking a highly skilled and compassionate Customer Service Representative to join our after-hours team. As a remote position, you will have the flexibility to work from the comfort of your own home, with a schedule that offers a great work-life balance. About the Role We are looking for a customer-focused individual who is passionate about providing top-notch support to our clients and caregivers. As a Customer Service Representative, you will be the first point of contact for our after-hours team, responsible for answering incoming calls, resolving queries, and providing timely responses to our clients and caregivers. Your excellent communication skills, both written and verbal, will enable you to build strong relationships with our clients and ensure their needs are met. Key Responsibilities: Answer all incoming calls and respond to client and caregiver queries in a professional and empathetic manner Resolve client and nurse queries that are within the scope of after-hours support, escalating complex issues to the relevant teams as necessary Provide timely responses to queries that come in through our texting platform, ensuring that our clients and caregivers receive the support they need Notify clients and replace caregiver callouts as necessary, ensuring that our services are delivered seamlessly Confirm caregivers' schedules 1-2 hours before shift start, ensuring that our clients receive the care they need Perform initial intake for callers potentially interested in our services, providing them with information and support to make informed decisions Document all scenarios on our platform, as well as update caregiver schedules as needed, maintaining accurate and up-to-date records Complete non-urgent admin projects as time allows, contributing to the smooth operation of our after-hours team Requirements and Qualifications To be successful in this role, you will need to possess a unique blend of skills, experience, and personal qualities. These include: Essential Qualifications: Fluent in English, with excellent written and verbal communication skills Compassionate and confident, with a strong customer-focused approach Responsible and reliable, with a proven track record of working independently in a remote environment 10+ years of work experience in customer service and office duties, with a strong understanding of the principles of excellent customer support Adaptable and flexible regarding work hours, with a willingness to work a 3-day week with 4-hour shifts per day, and 12-hour shifts on Saturdays and Sundays Impeccable phone and computer skills, with the ability to navigate our systems and platforms with ease Staffing and/or healthcare experience, with a strong understanding of the challenges and opportunities in these sectors Experience working remotely and independently, with a quiet and professional work-from-home environment Remotely set up with Wi-Fi and load-shedding back-up, ensuring that you can work seamlessly and efficiently Preferred Qualifications: Previous experience working in a similar role, with a strong understanding of the principles of after-hours support Knowledge of our services and the healthcare sector, with a passion for delivering exceptional support to our clients and caregivers Strong analytical and problem-solving skills, with the ability to think critically and creatively Excellent time management and organizational skills, with the ability to prioritize tasks and manage your time effectively Skills and Competencies To be successful in this role, you will need to possess a range of skills and competencies, including: Strong communication and interpersonal skills, with the ability to build strong relationships with our clients and caregivers Excellent problem-solving and analytical skills, with the ability to think critically and creatively Strong time management and organizational skills, with the ability to prioritize tasks and manage your time effectively Ability to work independently and as part of a team, with a strong sense of accountability and responsibility Strong technical skills, with the ability to navigate our systems and platforms with ease Career Growth Opportunities and Learning Benefits At arenaflex, we are committed to the growth and development of our employees. As a Customer Service Representative, you will have access to a range of training and development opportunities, including: Comprehensive training program, designed to equip you with the skills and knowledge you need to succeed in your role Ongoing coaching and feedback, to help you grow and develop in your career Opportunities for career advancement, with a range of roles and opportunities available across our organization Access to a range of learning and development resources, including online courses and training programs Work Environment and Company Culture At arenaflex, we are proud of our company culture and work environment. We are a dynamic and supportive team, committed to delivering exceptional support to our clients and caregivers. As a Customer Service Representative, you will be part of a close-knit team, with a strong sense of camaraderie and teamwork. Compensation, Perks, and Benefits We offer a competitive compensation package, with a range of perks and benefits designed to support your well-being and career growth. These include: Competitive salary and benefits package Opportunities for career advancement and professional growth Comprehensive training and development program Flexible working hours and remote work options Access to a range of learning and development resources Conclusion If you are a motivated and compassionate individual, with a passion for delivering exceptional customer support, we encourage you to apply for this exciting opportunity. As a Customer Service Representative at arenaflex, you will be part of a dynamic and supportive team, with a range of opportunities for career growth and development. Don't miss out on this chance to join our team and make a real difference in the lives of our clients and caregivers. Apply now and take the first step towards a rewarding and challenging career with arenaflex. 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