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 the company's dedication to providing the best technology and services to support its clients. At the heart of arenaflex's success is its "White Glove" service model, designed to deliver the best patient experience possible. This approach has not only set arenaflex apart in its industry but has also created a work environment that values excellence, innovation, and customer satisfaction. Job Overview arenaflex is seeking a highly skilled and experienced Customer Experience Specialist to join its customer service team on a full-time basis. This role is remote, allowing candidates from anywhere in the United States to apply. The position involves working rotating 2nd and 3rd shifts, which includes weekends and holidays, with the requirement to work overtime as needed. The initial two weeks of training will take place at the Downers Grove, IL location, after which the role will be fully remote. Work Schedule Details 1st and 3rd week: Saturday (3rd shift, 10:30 PM - 7:00 AM), Tuesday (2nd shift, 10:30 AM - 11:00 PM), Wednesday (3rd shift, 10:30 PM - 7:00 AM), Friday (2nd shift, 10:30 AM - 11:00 PM) 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) Flexibility is required, with the ability to work overtime and adjust schedules as needed for coverage. Key Responsibilities The Customer Experience Specialist will play a critical role in delivering exceptional patient experiences through professional engagement and follow-up communication with customers and coworkers via phone, email, and support software. The ideal candidate will exhibit a positive, can-do attitude with a customer-first approach. Key responsibilities include: 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. 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 emails. 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 the 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 considered for this role, candidates must possess: Customer service, call center, or patient scheduling experience. A strong ability to prioritize and multitask with attention to detail. Excellent time management, organization, and focus on prioritizing and multitasking with attention to detail. The 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 required, the following qualifications are preferred: Prior experience in a remote work environment. Familiarity with customer service software and technology. Experience in the healthcare industry or a related field. Skills and Competencies To succeed in this role, the Customer Experience Specialist must demonstrate: Excellent communication and interpersonal skills. The ability to work independently and as part of a team. Strong problem-solving and analytical skills. Adaptability and flexibility in a fast-paced environment. A customer-centric approach with a focus on delivering exceptional patient experiences. Career Growth Opportunities and Learning Benefits arenaflex is committed to the growth and development of its employees. This role offers opportunities for professional development, training, and career advancement within the company. By joining arenaflex, you will become part of a dynamic team that values innovation, excellence, and customer satisfaction. Work Environment and Company Culture arenaflex prides itself on its positive and supportive work environment. The company culture is built around the principles of teamwork, respect, and open communication. As a remote employee, you will be fully integrated into the team and will have the opportunity to participate in company-wide initiatives and events. Compensation, Perks, and Benefits arenaflex offers a competitive salary and a comprehensive benefits package, including: 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 opportunities. Conclusion If you are a motivated and customer-focused individual looking for a challenging and rewarding role, we encourage you to apply for the Customer Experience Specialist position at arenaflex. This is an exceptional opportunity to join a dynamic team and contribute to delivering exceptional patient experiences. With its commitment to employee growth, competitive compensation package, and positive work environment, arenaflex is the ideal place to advance your career. Apply now and become part of a team that is dedicated to making a difference in the lives of its customers. Apply for this job