Remote Customer Experience Specialist – 2nd & 3rd Shift – White‑Glove Patient Support & Service Operations (US‑Based)

About arenaflex

arenaflex is a fast‑growing, privately held organization that has doubled its revenue over the past decade by delivering cutting‑edge imaging technology and an industry‑leading “White Glove” service model. Our mission is to empower healthcare providers with reliable, high‑quality imaging solutions while ensuring every patient interaction feels personal, compassionate, and seamless. As a remote‑first employer, arenaflex supports a nationwide talent pool, offering flexible work arrangements, continuous learning, and a culture that celebrates curiosity, collaboration, and customer‑centric excellence.

Position Summary

arenaflex is seeking a dedicated Customer Experience Specialist to join our remote customer service team on rotating 2nd and 3rd shifts. This full‑time role is critical to maintaining the high‑standard patient experience that defines our brand. You will be the voice of arenaflex during evening and overnight hours, handling inbound calls, managing service requests, and coordinating with drivers, vendors, and internal teams to resolve issues quickly and professionally.

Key Responsibilities

• Answer and triage inbound customer service calls, emails, and text messages with a courteous, “customer‑first” attitude.
• Create, dispatch, and track service requests in our web‑based Operations Management System (OMS).
• Identify, investigate, and resolve customer concerns, escalating complex issues to the appropriate manager when necessary.
• Maintain accurate, real‑time logs of all communications, field service reports, and helium readings within OMS.
• Serve as the night‑time point of contact for 20‑30 drivers, providing scheduling assistance, delivery status updates, and troubleshooting support.
• Coordinate with vendors to ensure timely delivery of injectable doses, equipment, and other field services.
• Adhere to HIPAA regulations in all communications, safeguarding patient privacy and data security.
• Collaborate with daytime teammates across multiple geographic regions to hand off open tickets, share critical information, and ensure continuity of service.
• Participate in a two‑week on‑site training program at our Downers Grove, IL hub (travel reimbursed) before transitioning to fully remote work.
• Contribute to the continuous improvement of arenaflex’s Customer Experience Initiative by providing feedback, suggesting process enhancements, and embracing best‑practice standards.

Essential Qualifications

• Minimum 1‑2 years of experience in a customer service, call‑center, or patient‑scheduling environment.
• Proven ability to prioritize multiple tasks, manage time effectively, and maintain meticulous attention to detail.
• Strong written and verbal communication skills; ability to convey information clearly and concisely.
• Comfortable using Microsoft Office Suite—especially Excel—and web‑based CRM or ticketing platforms.
• Demonstrated experience working remotely or in a distributed team setting.
• Willingness to work rotating 2nd and 3rd shifts, including weekends and holidays, with flexibility for overtime as needed.
• Eligibility to work anywhere in the United States and ability to complete a background check and drug screen.

Preferred Qualifications & Skills

• Experience in the healthcare imaging or medical device industry.
• Familiarity with HIPAA compliance and patient privacy protocols.
• Previous exposure to logistics coordination or driver dispatching.
• Advanced proficiency with OMS, ticketing tools, or similar service‑management platforms.
• Problem‑solving mindset with a proactive approach to issue resolution.
• Ability to remain calm and professional under pressure, especially during high‑volume periods.

What You’ll Gain at arenaflex

Working at arenaflex means joining a purpose‑driven organization that invests in your growth. You will receive:

• Competitive Salary aligned with market standards for remote, shift‑based roles.
• Comprehensive Benefits Package including health, dental, and vision insurance; company‑paid dental coverage where applicable; and a 401(k) plan with matching contributions.
• Flexible Paid Time Off (PTO) and paid holidays to support work‑life balance.
• Wellness Incentives such as health‑club reimbursements, a robust wellness program, and employee assistance resources.
• Professional Development through ongoing training, certification opportunities, and a clear career ladder toward senior support or operations leadership roles.
• Recognition & Rewards including employee‑recognition programs, referral bonuses, and performance‑based incentives.
• Company Swag and a supportive community that celebrates milestones and personal achievements.

Culture & Work Environment

arenaflex prides itself on a collaborative, inclusive culture where every voice matters. Our remote workforce enjoys:

• Regular virtual team‑building events and cross‑functional “coffee chats” to foster connection.
• A transparent leadership team that shares company performance, strategic goals, and upcoming initiatives.
• Opportunities to contribute ideas that directly impact product development and service delivery.
• A commitment to diversity, equity, and inclusion, ensuring a workplace free from discrimination.
• Access to cutting‑edge technology and tools that enable you to perform at your best, no matter where you are located.

Compensation, Perks & Benefits (Overview)

While exact compensation will be discussed during the interview process, candidates can expect a market‑competitive base salary, a flexible PTO policy, and a suite of benefits designed to support health, financial security, and personal growth. arenaflex also offers a travel allowance for the initial training period, a referral bonus program, and a robust employee assistance program.

Application Process

If you are passionate about delivering exceptional patient experiences, thrive in a fast‑paced, shift‑based environment, and want to be part of a forward‑thinking organization, we encourage you to apply today. Submit your resume and a brief cover letter outlining your relevant experience and why you’re excited to join arenaflex.

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Equal Opportunity Statement

arenaflex is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by law.