Job Description
- *Join arenaflex's Dynamic Team and Deliver Exceptional Customer Experiences**
Are you a customer service professional with a passion for delivering exceptional experiences? Do you thrive in a fast-paced, dynamic environment where no two interactions are the same? Look no further than arenaflex, a leading organization dedicated to providing innovative solutions and services to the public, healthcare providers, and public health professionals.
- *About arenaflex**
arenaflex is a forward-thinking organization that values innovation, collaboration, and customer satisfaction. Our team of experts is dedicated to providing cutting-edge solutions and services that meet the evolving needs of our clients. We are committed to fostering a culture of excellence, inclusivity, and continuous learning, where our employees can grow and thrive.
- *Job Summary**
We are seeking an experienced Customer Service Representative II to join our team in Davenport, IA. As a key member of our customer service team, you will be responsible for providing exceptional customer experiences through multiple channels, including phone, email, chat, and written correspondence. You will work closely with our clients, healthcare providers, and public health professionals to provide accurate and timely information on a wide range of health-related topics.
- *Key Responsibilities**
- Provide customer service for basic and routine inquiries and problems via multiple possible channels (i.e., telephone, emails, web chats, or written letters)
- Calls are predominantly routine, but may require deviation from standard screens, scripts, and procedures
- Use computerized systems for tracking, information gathering, and/or troubleshooting
- Provide feedback when needed, provide input on call trends, processes, procedures, and training
- Respond to customer inquiries by referring them to published materials, secondary sources, or more senior staff
- Answer incoming calls, emails, chats, SMS Text, 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, and protocols, including but not limited to the confidentiality and privacy policy
- 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
- *Essential Qualifications**
- 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
- *What We Offer**
- Competitive salary range: $17.75 - $22.17 per hour
- Opportunities for career growth and professional development
- Collaborative and dynamic work environment
- Comprehensive benefits package, including health, dental, and vision insurance
- Paid time off and holidays
- Flexible work arrangements, including remote work options
- Access to cutting-edge technology and tools
- Recognition and rewards for outstanding performance
- *How to Apply**
If you are a motivated and customer-focused individual with a passion for delivering exceptional experiences, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, through our online application portal. We look forward to hearing 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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