**Experienced Customer Experience Specialist – Remote 2nd & 3rd Shift Opportunities**

At arenaflex, we're dedicated to delivering exceptional patient experiences through our innovative "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. We're seeking a highly skilled and motivated individual to join our remote customer service team, working 2nd and 3rd shifts to provide top-notch service to our clients across the United States. **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. We're proud to offer a dynamic work environment that values employee growth, well-being, and happiness. **Job Summary** As a Customer Experience Specialist, you'll be responsible for providing exceptional customer service to our clients, resolving issues in a timely and professional manner, and working collaboratively with our team to ensure seamless communication and support. This is a remote opportunity, allowing you to work from anywhere in the United States, with two weeks of training taking place at our Downers Grove, IL location. **Work Schedule** Our ideal candidate must be able to 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) **Key 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 email * 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-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 coworkers on the next shift * Ordering and canceling injectable doses * Entering helium readings into OMS **Essential Qualifications** To be successful in this role, you'll need: * Customer service/call center/patient scheduling experience * Strong ability to prioritize and multitask with attention to detail * 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 **Preferred Qualifications** While not required, the following qualifications are highly desirable: * Experience working in a healthcare or medical-related field * Familiarity with OMS and other web-based system tools * Strong problem-solving and analytical skills * Ability to work in a fast-paced environment with multiple priorities and deadlines **Benefits and Perks** At arenaflex, we value our employees and offer 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 **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, please apply through our website. 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