Experienced Full Stack Customer Experience Specialist – Remote Workforce Management (WFM) for arenaflex
At arenaflex, we're committed to delivering exceptional patient experiences through our cutting-edge technology and "White Glove" service model. As a leading organization in the industry, we're seeking a highly skilled and dedicated Customer Experience Specialist to join our remote workforce management team. This role will be a key contributor to our customer service team, providing top-notch support to our clients and driving business growth.
About arenaflex
arenaflex is a privately held organization that has experienced remarkable growth over the past decade, doubling our revenue in the last 10 years. Our commitment to innovation and customer satisfaction has enabled us to establish a strong reputation in the industry. We're proud of our "White Glove" service model, which prioritizes delivering exceptional patient experiences through our technology and expertise.
Job Summary
We're looking for a highly motivated and customer-focused Customer Experience Specialist to join our remote workforce management team. As a key member of our customer service team, you'll be responsible for providing exceptional support to our clients, resolving customer concerns in a timely and professional manner, and driving business growth through your expertise. This role requires strong communication skills, attention to detail, and the ability to work effectively in a fast-paced environment.
Work Schedule
As a Customer Experience Specialist, you'll be required to work rotating 2nd and 3rd shifts, which are set and not subject to change. The schedule will be as follows:
- 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)
Responsibilities
As a Customer Experience Specialist, your key responsibilities will 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
- 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, as well as 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 to possess:
- Customer service/call center/patient scheduling experience
- Strong ability to prioritize and multitask with attention to detail
- 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
Preferred Qualifications
While not required, the following qualifications are highly desirable:
- Experience working in a remote workforce management environment
- Familiarity with OMS and other web-based system tools
- Strong problem-solving and analytical skills
- Ability to work effectively in a fast-paced environment
- Experience working with vendors and customers in a customer service role
Benefits and Perks
As a valued member of the arenaflex team, you'll enjoy a comprehensive benefits package, including:
- Competitive salary
- 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 with a passion for delivering exceptional patient experiences, we encourage you to apply for this exciting opportunity. Click the link below to submit your application, and we'll be in touch soon! Apply Now
Simple Application Process
Ready to join our team? The first step is easy. Click apply now, and we'll be in touch soon! Apply for this job