Experienced Customer Care Representative II – Medical Supplies Order Placement and Resolution

At arenaflex, we are dedicated to delivering exceptional customer experiences and providing innovative solutions to the healthcare industry. As a Representative II in our Customer Service Operations team, you will play a vital role in establishing, maintaining, and enhancing customer relationships through order placement, problem resolution, and exceptional customer service.

About arenaflex

arenaflex is a leading distributor of pharmaceuticals, a global manufacturer and distributor of medical and laboratory products, and a provider of performance and data solutions for healthcare facilities. With 50 years of experience, approximately 48,000 employees, and operations in more than 40 countries, arenaflex is committed to addressing healthcare's most complicated challenges – now, and in the future.

Job Summary

As a Representative II, Customer Service Operations, you will be responsible for answering inbound calls from customers to place orders or reorders of medical supplies. You will act as a liaison, problem-solving order issues, researching accounts, and providing resolutions in a high-volume call center. You will process orders for distribution centers and other internal customers in accordance with scheduling, demand planning, and inventory. You will also administer orders in internal systems, respond to customer questions, and clearly communicate delays, issues, and resolutions.

Responsibilities

The Customer Care Representative II operates as a "Universal Agent," meeting the needs of our customers throughout the entire order placement lifecycle. Your key responsibilities will include:

• Answering incoming phone calls from customers, caregivers, and applicable referral sources regarding various medical supplies while demonstrating a sincere interest in the speaker
• Handling high call volumes consistently throughout the workday, ranging in complexity and sensitivity, while maintaining composure with customers
• Processing orders for new and existing customers, collecting necessary information for insurance billing, and collecting payment as needed
• Operating company-provided hardware and navigating multiple computer programs throughout the day to address customer concerns
• Consulting with a Supervisor or Team Lead on complex and unusual problems
• Adhering to business processes to ensure all work is being done compliantly and in accordance with regulatory standards
• Navigating multiple systems and consulting with internal resources to provide order status updates and achieve first-time call resolution
• Interpreting the meaning of insurance terminology, plans, and documentation and explaining it in an easy-to-understand way
• Explaining arenaflex products and offerings to customers to ensure compatibility with customer conditions
• Identifying and communicating appropriate next steps and expectations to customers based on system messaging, insurance requirements, and order placement process
• Maintaining a positive, empathetic, and professional attitude toward customers and co-workers at all times

Qualifications

To be successful in this role, you will need:

• A high school diploma, GED, or equivalent, or equivalent work experience
• 2-4 years' experience in a high-volume call center, utilizing communication and active listening skills
• Previous experience working in a remote or work-from-home setting
• Prior experience working with Microsoft Office
• Prior experience working with order placement systems and tools
• Customer service experience in the healthcare industry
• Root cause analysis experience
• Familiarity with call-center phone systems
• Excellent phone skills with a focus on quality
• Previous experience achieving daily call center metrics, including average handle time, adherence, average speed to answer, and QA

What We Offer

As a Representative II, Customer Service Operations, you will enjoy:

• A competitive hourly range of $15.75-$18.50 per hour
• A wide variety of benefits and programs to support health and well-being, including medical, dental, and vision coverage, paid time off, health savings account, 401(k) savings plan, and more
• Opportunities for career growth and professional development
• A dynamic and inclusive work environment that values diversity of thought, experience, and background
• A chance to make a meaningful impact in the healthcare industry

Work Environment and Culture

As a remote employee, you will work from home, full-time, and be expected to have a dedicated, quiet, private, distraction-free environment with access to high-speed internet. You will be required to have a secure, high-speed, broadband internet connection (DSL, Cable, or Fiber) at the remote location. You will also be expected to maintain a positive, empathetic, and professional attitude toward customers and co-workers at all times.

How to Apply

If you are a motivated and customer-focused individual who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your application as soon as possible, as the application window is anticipated to close on September 18, 2025.

Equal Opportunity Employer

arenaflex is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status, or any other status protected by federal, state, or local law. Apply to this job Apply for this job