Experienced Customer Service Representative I – Remote Opportunity at arenaflex
At arenaflex, we're passionate about delivering exceptional customer experiences that exceed expectations. As a leading innovator in the medical implant industry, we're committed to empowering our customers with the knowledge and support they need to succeed. We're now seeking an experienced Customer Service Representative I to join our remote team and play a vital role in driving customer satisfaction and loyalty.
About arenaflex
arenaflex is a dynamic and forward-thinking organization that's dedicated to revolutionizing the medical implant industry with cutting-edge solutions and unparalleled customer service. Our team is comprised of passionate professionals who share a common goal: to make a meaningful difference in the lives of our customers and the communities we serve. With a strong focus on innovation, collaboration, and continuous improvement, we're constantly pushing the boundaries of what's possible and striving for excellence in everything we do.
The Role
As a Customer Service Representative I at arenaflex, you'll be responsible for providing exceptional customer service and support to our hospital customers, sales teams, and other stakeholders. Your primary focus will be on resolving customer claims and complaints in a fair, effective, and timely manner, while also developing and implementing organization-wide initiatives to proactively inform and educate customers. You'll work closely with our sales teams, hospital billing specialists, and other cross-functional teams to build relationships, resolve issues, and drive continuous improvements across the business.
Key Responsibilities
* Provide customer service and support to hospital customers, sales teams, and other stakeholders via phone, email, and other communication channels
- Resolve customer claims and complaints in a fair, effective, and timely manner, in accordance with consumer laws and arenaflex policies
- Develop and implement organization-wide initiatives to proactively inform and educate customers
- Build relationships with hospital billing specialists and support surgery product usage questions to accelerate billing process
- Follow up with hospitals about purchase orders and clarify discrepancies
- Determine when Representative support requires escalation based on complexity of request and priority level of need
- Follow order entry process and back-up team members
- Provide proactive updates on order status to accelerate billing process
- Ensure that hospital-requested products are on track for delivery and communicate kit needs to warehouse if quick delivery is required
- Provide phone support for inquiries from sales and healthcare professionals
- Provide feedback and suggestions to improve service levels, internal processes, and customer support methodology
- Support Stryker Sales by providing answers to questions generated by telephone, emails, and fax. Research responses with sales.
- Prepare product or service reports by collecting and analyzing customer information
- Implement procedures to maintain accurate inventory records in the ERP system through proper billing and replenishment processes
- Order Entry (sales/customer support) 50%?
- Purchae Order Application 25%?
- Credit/Rebills 5-10%
What You Need
* High school diploma or equivalent – required
- 2+ years of customer or account management experience – required
- Demonstrated knowledge of the medical implant industry and hospital customer base – preferred
What We Offer
* Competitive hourly rate: $19.58 – $32.04 per hour, plus bonus eligibility and benefits
- Opportunity to work in a dynamic and innovative organization
- Collaborative and supportive team environment
- Professional development and growth opportunities
- Flexible remote work arrangement
- Comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off
How to Apply
If you're a motivated and customer-focused individual with a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity at arenaflex. Please submit your application, including your resume and a cover letter, through our online application portal. Apply Now! arenaflex is an equal opportunities employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and supportive work environment that values diversity, equity, and inclusion. Apply for this job