Join arenaflex, a leading provider of innovative solutions in the healthcare industry, as we seek a highly skilled and empathetic Customer Service Representative II to support our CDC INFO program. As a key member of our remote team, you will play a vital role in delivering exceptional customer experiences, providing accurate and timely information, and contributing to the success of our organization.
**About arenaflex**
arenaflex is a dynamic and forward-thinking company that is dedicated to making a positive impact in the lives of individuals and communities. With a strong commitment to innovation, quality, and customer satisfaction, we strive to be a leader in the healthcare industry. Our team is passionate about delivering exceptional results, and we are seeking like-minded individuals who share our values and enthusiasm.
**Job Summary**
As a Customer Service Representative II, you will be responsible for providing top-notch customer service to the public, healthcare providers, and public health professionals through multiple channels, including phone, email, web chats, and written letters. You will work closely with our team to ensure that customers receive accurate and timely information on a wide range of health topics, including COVID-19-related issues. Your exceptional communication skills, attention to detail, and ability to work in a fast-paced environment will make you an invaluable asset to our team.
**Key Responsibilities**
- Provide customer service for basic and routine inquiries and problems via multiple channels (phone, email, web chats, or written letters)
- 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
- 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 equivalent with 6 months of customer service experience
- 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
**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 are committed to the growth and development of our employees. We offer a range of opportunities for career advancement, training, and professional development. Our team is passionate about learning and sharing knowledge, and we encourage our employees to take ownership of their careers and pursue their interests.
**Work Environment and Company Culture**
arenaflex is a dynamic and inclusive work environment that values diversity, equity, and inclusion. We strive to create a workplace culture that is collaborative, supportive, and fun. Our team is passionate about delivering exceptional results, and we are seeking like-minded individuals who share our values and enthusiasm.
**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. We also offer a range of benefits, including health insurance, paid time off, and professional development opportunities.
**How to Apply**
If you are a motivated and customer-focused individual who is passionate about delivering exceptional results, 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 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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