Job Description
At arenaflex, we're committed to delivering exceptional customer experiences that exceed expectations. As a key member of our team, you'll play a vital role in providing top-notch support to our clients, ensuring their needs are met with professionalism, empathy, and a passion for helping others. If you're a customer service superstar with a knack for problem-solving and a drive to succeed, we want to hear from you!
- *About arenaflex**
arenaflex is a leading provider of innovative solutions and services that empower individuals, communities, and organizations to thrive. Our team of dedicated professionals is passionate about making a positive impact, and we're committed to fostering a culture of excellence, inclusivity, and growth. As a remote Customer Service Representative II, you'll be part of a dynamic team that values collaboration, creativity, and customer-centricity.
- *Job Summary**
We're seeking an experienced Customer Service Representative II to join our remote team in Roanoke, VA. As a key member of our customer support team, you'll be responsible for providing exceptional service to our clients, responding to inquiries, resolving issues, and promoting arenaflex's products and services. If you're a customer service rockstar with a passion for helping others, we want to hear from you!
- *Essential Duties and Responsibilities**
- Provide exceptional customer service to clients via phone, email, chat, and other communication channels
- Respond to routine and complex inquiries, resolving issues and providing solutions in a timely and professional manner
- Utilize computerized systems for tracking, information gathering, and troubleshooting
- Provide feedback and input on call trends, processes, procedures, and training
- May respond to customer inquiries by referring them to published materials, secondary sources, or more senior staff
- Answer incoming calls, emails, chats, SMS texts, and provide assistance in scheduling vaccines or sending out kits, from general public, clinicians, and government officials in accordance with all CDC and arenaflex performance standards, policy, and procedures
- Call, email, chat, vaccine appointments, and sending out kits are predominantly routine, but may require deviation from standard screens, scripts, and procedures
- Utilize databases and written materials to look up and provide information to telephone, email, chat inquiries as well as scheduling appointments and sending out kits
- Maintain 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
- Track and document all inquiries, appointments, kits, using CRM and applicable systems
- Meet Quality Assurance (QA) and other key performance metrics
- Escalate calls, emails, chat, scheduling, or kit-related issues to the appropriate designated group
- Continually look for and suggest process improvements, which will benefit arenaflex, CDC, and the public (inquirers)
- Attend meetings and training as requested and maintain up-to-date knowledge of public response, programs, and systems
- *Minimum Requirements**
- High School diploma or GED required
- Minimum six (6) months customer service/administrative/call center experience required
- Must be able to speak and write English clearly and professionally
- Successfully complete the written assessment
- Highly effective communicator with strong ability to provide an excellent empathetic customer experience
- Excellent listening, comprehension, communications (verbal and written), problem-solving, and customer service skills
- Experience working with a PC, MS Word, and Outlook required
- Must have demonstrated excellent interpersonal and leadership skills and the ability to organize simultaneous tasks
- Proven ability to work as a member of a team, as well as independently
- All CDC INFO personnel will be required by contract to undergo periodic program update training as the program changes
- All CDC INFO personnel are required to sign a Statement of Understanding and Non-Disclosure
- Previous experience with phone systems and headset preferred
- Must be able to work from home and comply with remote working policies and requirements
- Flexibility - Required to work holidays, weekends, and/or weekends to meet operational needs
- Must be able to work alternate schedules
- *Home Office Requirements**
- Internet speed of 25mbps or higher download and a upload of 10mbps or higher required (you can test this by going to www.speedtest.net)
- Preferred Windows or Mac (no Chromebooks or tablets)
- Hardwired internet (ethernet) connection
- Private work area and adequate power source
- *Preferred Qualifications**
- Previous experience in a call center or customer service environment
- Knowledge of CRM systems and software
- Experience working with databases and written materials
- Strong problem-solving and analytical skills
- Ability to work in a fast-paced environment and meet deadlines
- Excellent communication and interpersonal skills
- *What We Offer**
- Competitive salary range: $17.75 - $22.17 per hour
- Comprehensive benefits package, including medical, dental, and vision insurance
- 401(k) retirement plan with company match
- Paid time off and holidays
- Opportunities for professional growth and development
- Collaborative and dynamic work environment
- Recognition and rewards for outstanding performance
- *How to Apply**
If you're a motivated and customer-focused individual with a passion for delivering exceptional service, we want to hear from you! Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you!
- *Equal Opportunity Employer**
arenaflex is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information, and other legally protected characteristics.
- *Pay Transparency**
For positions on this contract, arenaflex will pay the prevailing wage rate for the location in which the employee is working, as determined by the Department of Labor. That wage rate will vary depending on locality. An applicant's salary history will not be used in determining compensation.
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