At arenaflex, we're committed to delivering exceptional customer experiences that exceed expectations. As a leading organization in the industry, we're seeking a highly skilled and compassionate Customer Service Representative II to join our remote team in Bridgeport, CT. If you're passionate about providing top-notch support and have a knack for problem-solving, we want to hear from you!
**About arenaflex**
arenaflex is a dynamic and innovative company that's dedicated to making a positive impact in the lives of our customers. With a strong focus on customer satisfaction, we're constantly striving to improve our services and exceed our customers' expectations. Our team is made up of talented and dedicated professionals who share a common goal: to deliver exceptional customer experiences.
**The Role**
As a Customer Service Representative II, you'll be the face of arenaflex, providing support to our customers through various channels, including phone, email, chat, and written correspondence. You'll be responsible for resolving customer inquiries, addressing concerns, and providing solutions that meet their needs. Your exceptional communication skills, empathy, and problem-solving abilities will make you an invaluable asset to our team.
**Key Responsibilities**
- Provide exceptional customer service through multiple channels, including phone, email, chat, and written correspondence.
- Respond to customer inquiries, addressing concerns and providing solutions that meet their needs.
- 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, 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.
- 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.
**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 medical, dental, and vision insurance.
- Paid time off and holidays.
- Flexible work arrangements, including remote work options.
**How to Apply**
If you're a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications. 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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