Experienced Customer Experience Specialist - Rotating 2nd & 3rd Shift (Work From Home Opportunity)
At arenaflex, we're dedicated to delivering exceptional patient experiences through our innovative technology and "White Glove" service model. As a Customer Experience Specialist, you'll play a vital role in driving our mission forward by providing top-notch support to our customers. If you're passionate about delivering exceptional customer experiences and thrive in a dynamic, fast-paced environment, we want to hear from you!
- *About arenaflex**
arenaflex is a privately held organization that has been committed to growing organically and has doubled our revenue in the past 10 years. We pride ourselves on our commitment to having the best technology possible to help support our clients. Our "White Glove" service model is designed to deliver the best patient experience possible, and we're looking for talented individuals like you to join our team.
- *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, offering you the flexibility to work from anywhere. As a Customer Experience Specialist, you'll be responsible for managing incoming customer service phone calls and other customer requests, creating service requests, and resolving customer concerns in a professional and timely manner. If you have a strong ability to prioritize and multitask, excellent written and verbal communication skills, and experience working on computers, we want to hear from you!
- *Work Schedule**
As a Customer Experience Specialist, you'll work a rotating 2nd and 3rd shift schedule, which includes:
- 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
- *Responsibilities**
As a Customer Experience Specialist, you'll be responsible for:
- 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 a 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, as well as handing off follow-ups to coworkers on the next shift
- Ordering and canceling injectable doses
- Entering helium readings into OMS
- *Essential Functions**
To be successful in this role, you'll need to possess:
- Strong ability to prioritize and multitask with attention to detail
- Excellent written and verbal communication skills
- Experience working on computers, using Excel, and other Microsoft Office applications
- Ability to articulate thoughts into clear and concise written and verbal communication
- Strong customer service experience, preferably in a call center and scheduling environment
- *Preferred Qualifications**
• Experience working in a customer-facing role, preferably in a healthcare or medical device industry
- Familiarity with OMS and other web-based system tools
- Experience working with vendors and customers via phone, text, and emails
- Ability to work in a fast-paced environment with multiple priorities and deadlines
- *Skills and Competencies**
To succeed in this role, you'll need to possess:
- Excellent communication and interpersonal skills
- Strong problem-solving and analytical skills
- Ability to work independently and as part of a team
- Strong attention to detail and organizational skills
- Ability to adapt to changing priorities and deadlines
- Strong technical skills, including proficiency in Microsoft Office and web-based system tools
- *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 skills and knowledge in customer service, communication, and problem-solving
- Take on additional responsibilities and projects to challenge yourself and grow professiona
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