Job Description
- *Join arenaflex's Dynamic Team as a Customer Service Representative II (Remote) in Springfield, MA**
Are you a customer service professional with a passion for delivering exceptional experiences? Do you thrive in a dynamic, fast-paced environment where no two days are ever the same? Look no further than arenaflex, a leading organization dedicated to providing innovative solutions to complex challenges. We're seeking an experienced Customer Service Representative II to join our team in Springfield, MA, working remotely to support our CDC INFO program.
- *About arenaflex**
arenaflex is a forward-thinking organization that's committed to making a positive impact in the lives of our customers and communities. We're a team of passionate professionals who share a common goal: to deliver exceptional service, drive innovation, and make a difference. Our culture is built on collaboration, empathy, and a commitment to excellence, and we're looking for like-minded individuals to join our team.
- *About the CDC INFO Program**
The CDC INFO program is a national contact center that provides critical information to the public, healthcare providers, and public health professionals. Our team of customer service representatives plays a vital role in supporting this program, delivering accurate, timely, and professional responses to a wide range of inquiries. As a Customer Service Representative II, you'll be the face of arenaflex, providing exceptional service to our customers and helping to build trust and confidence in our organization.
- *Key Responsibilities**
As a Customer Service Representative II, you'll be responsible for:
- Providing customer service for basic and routine inquiries and problems via multiple channels (telephone, email, web chats, or written letters)
- Using computerized systems for tracking, information gathering, and troubleshooting
- Providing feedback and input on call trends, processes, procedures, and training
- Responding to customer inquiries by referring them to published materials, secondary sources, or more senior staff
- Answering incoming calls, emails, chats, SMS Text, and providing assistance in scheduling vaccines or sending out kits from general public, clinicians, and government officials
- Utilizing databases and written materials to look up and provide information to telephone, email, chat inquiries, as well as scheduling appointments and sending out kits
- Maintaining up-to-date knowledge of CDC Public Response, procedures, and policies to provide knowledgeable responses to numerous inquiries in a courteous, timely, and professional manner
- Tracking and documenting all inquiries, appointments, kits, using CRM and applicable systems
- Meeting Quality Assurance (QA) and other key performance metrics
- Escalating calls, emails, chat, scheduling, or kit-related issues to the appropriate designated group
- Continually looking for and suggesting process improvements that will benefit arenaflex, CDC, and the public (inquirers)
- Attending meetings and training as requested and maintaining up-to-date knowledge of public response, programs, and systems
- *Essential Qualifications**
To be successful in this role, you'll need:
- A high school diploma or equivalent
- A minimum of six (6) months of customer service/administrative/call center experience
- The ability to speak and write English clearly and professionally
- The ability to successfully complete a written assessment
- Highly effective communication skills with a strong ability to provide an excellent empathetic customer experience
- Excellent listening, comprehension, communication, problem-solving, and customer service skills
- Experience working with a PC, MS Word, and Outlook
- Demonstrated excellent interpersonal and leadership skills, with the ability to organize simultaneous tasks
- Proven ability to work as a member of a team, as well as independently
- Previous experience with phone systems and headsets is preferred
- *Home Office Requirements**
As a remote employee, you'll need to meet the following home office requirements:
- Internet speed of 25mbps or higher download and a upload of 10mbps or higher
- A preferred Windows or Mac computer (no Chromebooks or tablets)
- A hardwired internet (ethernet) connection
- A private work area and adequate power source
- *Benefits and Compensation**
As an arenaflex employee, you'll enjoy a range of benefits and compensation, including:
- A competitive salary range of $17.75 - $22.17 per hour
- Opportunities for career growth and professional development
- A dynamic, fast-paced work environment that's always challenging and engaging
- A comprehensive benefits package, including medical, dental, and vision insurance
- A 401(k) retirement savings plan with company match
- Paid time off and holidays
- Access to cutting-edge technology and tools
- A collaborative, supportive work environment that's built on empathy and respect
- *How to Apply**
If you're a motivated, customer-focused professional who's passionate about delivering exceptional service, we want to hear from you! To apply for this exciting opportunity, please submit your resume and a cover letter outlining your experience, skills, and qualifications. We can't wait to hear from you!
- *Equal Opportunity Employer**
arenaflex is an equal opportunity employer, committed to diversity, equity, and inclusion. We welcome applications from qualified candidates of all backgrounds, and we're proud to be an employer of choice for people with disabilities.
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