Experienced Customer Service Representative II – Remote Support for arenaflex's CDC INFO Program

At arenaflex, we're dedicated to delivering exceptional customer experiences that exceed our clients' expectations. As a leading provider of innovative solutions, we're seeking an experienced Customer Service Representative II to join our remote team and support our CDC INFO program. This is an exciting opportunity to work with a dynamic team, develop your skills, and make a meaningful impact in the lives of our clients.

About arenaflex and the CDC INFO Program

arenaflex is a forward-thinking organization that's passionate about delivering cutting-edge solutions that transform the way our clients interact with their customers. Our CDC INFO program is a national contact center that provides critical information to the public, healthcare providers, and public health professionals. As a Customer Service Representative II, you'll play a vital role in supporting our program's mission by providing exceptional customer service, answering complex inquiries, and resolving issues in a timely and professional manner.

Key Responsibilities

As a Customer Service Representative II, you'll be responsible for:

• Providing customer service for basic and routine inquiries and problems via multiple channels (phone, email, web chats, or written letters)
• Utilizing computerized systems for tracking, information gathering, and troubleshooting
• Providing feedback and input on call trends, processes, procedures, and training
• Responding to customer inquiries by referring them to published materials, secondary sources, or more senior staff
• Answering incoming calls, emails, chats, SMS Text, and providing assistance in scheduling vaccines or sending out kits
• Maintaining up-to-date knowledge of CDC Public Response, procedures, and policies to provide knowledgeable responses to numerous inquiries
• Tracking and documenting all inquiries, appointments, kits, using CRM and applicable systems
• Meeting Quality Assurance (QA) and other key performance metrics
• Escalating calls, emails, chat, scheduling, or kit-related issues to the appropriate designated group
• Continually looking for and suggesting process improvements that benefit arenaflex, CDC, and the public

Essential Qualifications

To succeed in this role, you'll need:

• A high school diploma or equivalent with 6 months of customer service experience
• Excellent communication, listening, and problem-solving skills
• Ability to work in a fast-paced environment and prioritize tasks effectively
• Strong interpersonal and leadership skills, with the ability to work as a member of a team and independently
• Experience working with a PC, MS Word, and Outlook
• Ability to maintain confidentiality and handle sensitive information
• Previous experience with phone systems and headset is preferred
• Ability to work from home and comply with remote working policies and requirements
• Flexibility to work holidays, weekends, and alternate schedules as needed

Preferred Qualifications

* Previous experience in a call center or customer service environment

• Experience working with databases and written materials to look up and provide information
• Knowledge of CDC Public Response, procedures, and policies
• Experience with CRM systems and applicable software
• Ability to work in a team environment and provide support to colleagues

Home Office Requirements

To ensure a productive and efficient work environment, you'll need:

• Internet speed of 25mbps or higher download and 10mbps or higher upload
• A hardwired internet (ethernet) connection
• A private work area and adequate power source
• A Windows or Mac computer (no Chromebooks or tablets)

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 skills and knowledge
• Opportunities for career advancement and professional growth
• A supportive and collaborative work environment that encourages teamwork and innovation
• A comprehensive benefits package, including health insurance, retirement savings, and paid time off

Work Environment and Company Culture

arenaflex is a dynamic and inclusive organization that values diversity, equity, and inclusion. Our company culture is built on a foundation of respect, empathy, and open communication. As a remote employee, you'll have the flexibility to work from home and enjoy a better work-life balance. Our team is passionate about delivering exceptional customer experiences, and we're committed to making a positive impact in the lives of our clients.

Compensation, Perks, and Benefits

arenaflex offers a competitive compensation package, including:

• A prevailing wage rate for the location in which the employee is working, as determined by the Department of Labor
• Opportunities for career advancement and professional growth
• A comprehensive benefits package, including health insurance, retirement savings, and paid time off
• A supportive and collaborative work environment that encourages teamwork and innovation

How to Apply

If you're a motivated and customer-focused individual who is passionate about delivering exceptional experiences, 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. Apply for this job