Experienced Full Stack Customer Service Representative – Medical Supplies Order Placement

At arenaflex, we are committed to delivering exceptional customer experiences and providing innovative solutions to the healthcare industry. As a Representative II, Customer Service Operations, you will play a vital role in establishing, maintaining, and enhancing customer business through contract administration, customer orders, and problem resolution. If you are a customer-focused individual with excellent communication and problem-solving skills, we encourage you to apply for this exciting opportunity.

About arenaflex

arenaflex is a leading distributor of pharmaceuticals, a global manufacturer and distributor of medical and laboratory products, and a provider of performance and data solutions for healthcare facilities. With 50 years of experience, approximately 48,000 employees, and operations in more than 40 countries, arenaflex seizes the opportunity to address healthcare's most complicated challenges – now, and in the future.

Job Summary

As a Representative II, Customer Service Operations, you will be responsible for answering inbound calls from customers to place orders or reorders of medical supplies. You will act as a liaison, problem-solving order issues, researching accounts, and providing resolutions in a high-volume call center. You will process orders for distribution centers and other internal customers in accordance with scheduling, demand planning, and inventory. You will also administer orders in internal systems and respond to customer questions, clearly communicating delays, issues, and resolutions.

Responsibilities

* Answer incoming phone calls from customers, caregivers, and applicable referral sources regarding various medical supplies while having a sincere interest in the speaker

• Ability to handle high call volumes consistently throughout the workday that range in complexity and sensitivity while maintaining composure with customers
• Process orders for new and existing customers, collecting necessary information for insurance billing; collect payment as needed
• Operate company-provided hardware and navigate multiple computer programs throughout the day to address customer concerns
• Consult with Supervisor or Team Lead on complex and unusual problems
• Adhere to business processes to ensure all work is being done compliantly and in accordance with regulatory standards
• Navigate multiple systems and consult with internal resources to provide order status updates to achieve first-time call resolution
• Interpret the meaning of insurance terminology, plans, and documentation and explain what it means in an easy-to-understand way
• Explain arenaflex products and offerings to customers to ensure compatibility with customer conditions
• Identify and communicate appropriate next steps and expectations to customers based upon system messaging, insurance requirements, and order placement process
• Maintain a positive, empathetic, and professional attitude toward customers and co-workers at all times

Qualifications

* High school diploma, GED, or equivalent, or equivalent work experience, preferred

• 2-4 years' experience in high-volume call center, preferred, where communication and active listening skills have been utilized
• Previous experience working in a remote/work-from-home setting, preferred
• Prior experience working with Microsoft Office, preferred
• Prior experience working with order placement systems and tools, preferred
• Customer service experience in the prior healthcare industry, preferred
• Root cause analysis experience, preferred
• Familiarity with call-center phone systems, preferred
• Excellent phone skills with a focus on quality
• Previous experience being able to achieve daily call center metrics, including but not limited to, average handle time, adherence, average speed to answer, QA

What is Expected of You and Others at this Level

* Applies acquired job skills and company policies and procedures to complete standard tasks

• Works on routine assignments that require basic problem resolution
• Refers to policies and past practices for guidance
• Receives general direction on standard work; receives detailed instruction on new assignments
• Consults with supervisor or senior peers on complex and unusual problems

Remote Details

* You will work from home, full-time

• As a work-from-home employee, the expectation is that you have your camera on when participating in your onboarding/training activities
• Please note that work from home is not a substitute for childcare or eldercare, arrangements must be made ahead of your start date
• You will be required to have a dedicated, quiet, private, distraction-free environment with access to high-speed internet

Internet Requirements

* Maintain a secure, high-speed, broadband internet connection (DSL, Cable, or Fiber) at the remote location

• Dial-up, satellite, WIFI, WIFI extenders, Cellular/Hot Spot connections are NOT acceptable
• Download speed of (25Mbps – Minimum) but (50Mbps – Recommended) if nobody else at home streaming
• Upload speed of (10Mbps – Recommended)
• Ping Rate Maximum of 30ms (milliseconds)
• Hardwired to the router
• Surge protector with Network Line Protection for arenaflex issued equipment

Benefits

* arenaflex offers a wide variety of benefits and programs to support health and well-being

• Medical, dental, and vision coverage
• Paid time off plan
• Health savings account (HSA)
• 401k savings plan
• Access to wages before pay day with myFlexPay
• Flexible spending accounts (FSAs)
• Short- and long-term disability coverage
• Work-Life resources
• Paid parental leave
• Healthy lifestyle programs

Anticipated Hourly Range

* $15.75/hr. - $18.50/hr.

Bonus Eligible

* NO

Application Window

* Anticipated to close on 09/18/2025. If interested in this opportunity, please submit your application as soon as possible.

Equal Opportunity Employer

arenaflex is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status, or any other status protected by federal, state, or local law.

Apply Now

If you are a motivated and customer-focused individual with excellent communication and problem-solving skills, we encourage you to apply for this exciting opportunity. Apply for this job