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 dedicated Customer Service Representative II to join our team in Dover, DE. This is a remote opportunity that requires a strong passion for delivering top-notch customer service, a keen sense of empathy, and a knack for resolving complex issues.
**About arenaflex**
arenaflex is a forward-thinking organization that's dedicated to making a positive impact in the lives of our customers. We're a team of passionate professionals who share a common goal: to provide exceptional service that exceeds expectations. Our commitment to excellence is reflected in everything we do, from our cutting-edge technology to our comprehensive training programs.
**Job Summary**
As a Customer Service Representative II, you'll be the face of arenaflex, providing exceptional service to our customers via phone, email, chat, and other channels. You'll be responsible for resolving complex issues, escalating concerns to the right teams, and providing empathetic support to customers in need. If you're a customer service rockstar with a passion for delivering exceptional experiences, we want to hear from you!
**Key Responsibilities**
* Provide exceptional customer service via phone, email, chat, and other channels, resolving complex issues and escalating concerns to the right teams.
* Utilize databases and written materials to look up and provide information to customers, scheduling appointments and sending out kits as needed.
* 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.
**Why Join arenaflex?**
* Competitive salary range: $17.75 - $22.17 per hour.
* Comprehensive training programs to help you grow and develop in your career.
* Opportunities for career advancement and professional growth.
* Collaborative and dynamic work environment.
* Flexible work arrangements, including remote work options.
* Comprehensive benefits package, including medical, dental, and vision insurance.
* Paid time off and holidays.
* Access to cutting-edge technology and tools.
**How to Apply**
If you're a customer service rockstar with a passion for delivering exceptional experiences, 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.
Apply for this job