Job Description
At arenaflex, we're committed to delivering exceptional customer experiences that exceed expectations. As a Customer Service Representative II, you'll play a vital role in supporting our CDC INFO program, providing accurate and timely information to the public, healthcare providers, and public health professionals. If you're passionate about delivering top-notch customer service and have a knack for problem-solving, we want to hear from you!
- *About arenaflex**
arenaflex is a leading provider of innovative solutions and services that empower individuals and communities 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 employee, you'll enjoy the flexibility to work from the comfort of your own home while being part of a dynamic and supportive team.
- *Job Summary**
As a Customer Service Representative II, you'll be responsible for providing exceptional customer service to a diverse range of clients, including the general public, clinicians, and government officials. You'll work closely with our team to resolve customer inquiries, schedule appointments, and send out kits, all while maintaining the highest level of professionalism and accuracy. If you're a motivated and customer-focused individual with excellent communication skills, we encourage you to apply for this exciting opportunity.
- *Key Responsibilities**
- Provide exceptional customer service to clients via phone, email, chat, and other communication channels
- Respond to customer inquiries, resolve issues, and provide accurate information in a timely and professional manner
- Schedule appointments and send out kits as required, ensuring seamless communication with clients and internal stakeholders
- Utilize databases and written materials to look up and provide information to clients, as well as schedule appointments and send out kits
- Maintain up-to-date knowledge of CDC Public Response procedures, policies, and protocols to provide knowledgeable responses to customer inquiries
- Track and document all inquiries, appointments, and kits using CRM and applicable systems
- Meet Quality Assurance (QA) and other key performance metrics, ensuring exceptional customer satisfaction and service delivery
- Escalate calls, emails, chat, scheduling, or kit-related issues to the appropriate designated group
- Continuously look for and suggest process improvements to benefit arenaflex, CDC, and the public (inquirers)
- Attend meetings and training as requested, maintaining up-to-date knowledge of public response programs, systems, and procedures
- *Essential Qualifications**
- High School diploma or equivalent required
- Minimum six (6) months of 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, communication (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
- *Preferred Qualifications**
- 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
- *Career Growth Opportunities and Learning Benefits**
At arenaflex, we're committed to helping our employees grow and develop their skills. As a Customer Service Representative II, you'll have access to:
- Ongoing training and development opportunities to enhance your customer service skills and knowledge of CDC Public Response procedures and policies
- Opportunities for career advancement and professional growth within the organization
- A dynamic and supportive team environment that fosters collaboration, innovation, and creativity
- A comprehensive benefits package, including health insurance, retirement savings, and paid time off
- *Work Environment and Company Culture**
arenaflex is a remote-friendly organization that values flexibility, work-life balance, and employee well-being. As a remote employee, you'll enjoy the flexibility to work from the comfort of your own home while being part of a dynamic and supportive team. Our company culture is built on the principles of inclusivity, respect, and open communication, and we're committed to creating a workplace that's welcoming and empowering for all employees.
- *Compensation, Perks, and Benefits**
arenaflex offers a competitive compensation package, including:
- A salary range of $17.75 to $22.17 per hour, depending on location and experience
- Comprehensive benefits package, including health insurance, retirement savings, and paid time off
- Opportunities for career advancement and professional growth within the organization
- A dynamic and supportive team environment that fosters collaboration, innovation, and creativity
- *How to Apply**
If you're a motivated and customer-focused individual with excellent communication skills, we encourage you to apply for this exciting opportunity. 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**
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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