Experienced Customer Experience Specialist – 2nd & 3rd Shift

At arenaflex, we're dedicated to delivering exceptional patient experiences through our "White Glove" service model. As a Customer Experience Specialist on our 2nd and 3rd shift team, you'll play a vital role in ensuring our clients receive the best possible care. If you're passionate about providing top-notch customer service, working in a dynamic environment, and growing with a company that values its employees, 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. With a focus on delivering exceptional patient experiences, we're constantly seeking talented individuals who share our passion for excellence.

Work Schedule

As a Customer Experience Specialist on our 2nd and 3rd shift team, you'll work a rotating schedule that includes:

• 1st and 3rd week:

+ Saturday: 3rd shift (10:30 PM - 7:00 AM) + Tuesday: 2nd shift (10:30 AM - 11:00 PM, 12 hours) + Wednesday: 3rd shift (10:30 PM - 7:00 AM) + Friday: 2nd shift (10:30 AM - 11:00 PM, 12 hours)

• 2nd and 4th week:

+ Saturday: 2nd shift (2:30 PM - 11:00 PM) + Sunday: 2nd shift (2:30 PM - 11:00 PM) + Tuesday: 3rd shift (10:30 PM - 7:00 AM) + Thursday: 2nd shift (2:30 PM - 11:00 PM) + Friday: 3rd shift (10:30 PM - 7:00 AM) You'll be required to work weekends and holidays, and flexibility is essential, as you may need to work overtime, come in early, leave later, or switch schedules for coverage.

Ideal Candidate

We're seeking a highly motivated and customer-focused individual with:

• 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

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 co-workers
• 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 co-workers on the next shift
• Ordering and canceling injectable doses
• Entering helium readings into OMS

Benefits and Perks

At arenaflex, we value our employees and want them to be healthy and happy.

We offer

• Competitive salaries
• Travel allowance
• A diverse blend of benefits, incentives, and business practices
• 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
• Wellness program with generous incentives
• Employee recognition programs
• Referral bonus program
• Job training and professional development

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.

How to Apply

If you're a motivated and customer-focused individual who is passionate about delivering exceptional patient experiences, we want to hear from you! Apply now to join our arenaflex team and take the first step towards a rewarding career with a company that values its employees. Apply Job! Apply for this job