**Experienced Customer Experience Specialist (2nd & 3rd Shift) – Remote Opportunity with arenaflex**

At arenaflex, we're dedicated to delivering exceptional patient experiences through our cutting-edge technology and "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 delivering outstanding customer service, working in a dynamic environment, and growing with a rapidly expanding organization, we invite you to join our team! **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 dedicated to providing the best technology and support to 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, allowing you to work from anywhere in the United States. As a Customer Experience Specialist, you'll be responsible for managing incoming customer service phone calls, resolving customer concerns, and providing exceptional support to our clients. If you're a customer service professional with a passion for delivering outstanding experiences, we encourage you to apply! **Work Schedule** As a Customer Experience Specialist, you'll work a rotating 2nd and 3rd shift schedule, which includes: * 1st and 3rd week: + Saturday: 10:30 PM - 7:00 AM (3rd shift) + Tuesday: 10:30 AM - 11:00 PM (12 hours, 2nd shift) + Wednesday: 10:30 PM - 7:00 AM (3rd shift) + Friday: 10:30 AM - 11:00 PM (12 hours, 2nd shift) * 2nd and 4th week: + Saturday: 2:30 PM - 11:00 PM (2nd shift) + Sunday: 2:30 PM - 11:00 PM (2nd shift) + Tuesday: 10:30 PM - 7:00 AM (3rd shift) + Thursday: 2:30 PM - 11:00 PM (2nd shift) + Friday: 10:30 PM - 7:00 AM (3rd shift) You'll be required to work weekends and holidays, and flexibility is essential, as you may need to work overtime when needed. You'll also be expected to participate in a 2-week training program at our Downers Grove, IL location. **Ideal Candidate** To succeed in this role, you'll need: * Customer service/call center/patient scheduling experience * Strong ability to prioritize and multitask with attention to detail * Excellent time management, organization, and focus on ability to prioritize and multitask 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 an attitude that is positive, can-do, and customer-first 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, as well as 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 a competitive salary, travel allowance, and a diverse blend of benefits, incentives, and business practices. Some of our benefits 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 * 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 looking for a challenging and rewarding opportunity, we encourage you to apply! 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