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

About arenaflex

arenaflex is a fast‑growing, privately held leader in medical imaging services, renowned for its “White Glove” approach to patient care. Over the past decade, the company has doubled its revenue by investing in cutting‑edge technology, innovative service models, and a culture that puts the customer experience at the heart of everything we do. Our mission is to deliver seamless, compassionate, and reliable support to patients, providers, and partners across the United States. As a fully remote organization, arenaflex empowers its employees to work from anywhere while staying connected to a vibrant, collaborative team that values excellence, integrity, and continuous improvement.

Why This Role Matters

In the fast‑paced world of medical imaging, every interaction can impact a patient’s health journey. As a Customer Experience Specialist on the 2nd and 3rd shifts, you will be the trusted voice that guides patients, drivers, and vendors through scheduling, service requests, and issue resolution. Your dedication to a “customer‑first” mindset will directly influence satisfaction scores, operational efficiency, and the overall reputation of arenaflex as a provider of premium, white‑glove service.

Key Responsibilities

Core Service Delivery

• Answer inbound customer service calls, emails, and chat messages with professionalism, empathy, and speed.
• Create, prioritize, and dispatch service requests using arenaflex’s web‑based Operations Management System (OMS).
• Monitor and coordinate driver schedules during night‑time hours, ensuring on‑time pickups and deliveries for 20‑30 drivers per shift.
• Escalate complex issues to the appropriate manager or department while maintaining clear documentation of all actions taken.
• Attach and audit Field Service Reports in OMS, guaranteeing accurate record‑keeping and compliance with internal standards.
• Follow HIPAA regulations rigorously when handling patient information, ensuring confidentiality and data security at all times.
• Provide seamless hand‑off of critical information to daytime teams across multiple geographic regions, facilitating uninterrupted service continuity.

Customer Advocacy & Problem Solving

• Identify root causes of customer concerns, propose actionable solutions, and follow through until resolution.
• Maintain a positive, “can‑do” attitude that reinforces arenaflex’s commitment to a superior patient experience.
• Document all communications in OMS, creating a transparent audit trail for future reference and continuous improvement.
• Assist drivers with scheduling, maintenance support, and urgent inquiries, acting as the night‑time point of contact.
• Enter helium readings, order and cancel injectable doses, and perform other specialized tasks as required.

Essential Qualifications

• Customer Service Experience: Minimum 2 years in a call‑center, patient scheduling, or similar customer‑facing role.
• Technical Proficiency: Comfortable navigating web‑based platforms, Microsoft Office (especially Excel), and OMS or comparable service management tools.
• Communication Skills: Excellent written and verbal abilities; capable of articulating complex information clearly and concisely.
• Multitasking & Prioritization: Proven ability to manage multiple tasks simultaneously while maintaining meticulous attention to detail.
• Time Management: Demonstrated capacity to meet deadlines, adhere to shift schedules, and handle overtime or schedule adjustments when needed.
• Remote Work Readiness: Reliable high‑speed internet connection, a suitable home office environment, and the ability to complete a two‑week on‑site training in Downers Grove, IL.

Preferred Qualifications

• Experience in the healthcare or medical imaging industry.
• Familiarity with HIPAA compliance and patient privacy standards.
• Previous exposure to logistics coordination or driver dispatch.
• Certification in customer service excellence (e.g., HDI, ITIL) or related fields.
• Demonstrated track record of exceeding service level agreements (SLAs) and key performance indicators (KPIs).

Skills & Competencies for Success

• Empathy & Patience: Ability to connect with patients and providers, understanding their unique needs and concerns.
• Analytical Thinking: Quickly assess situations, identify patterns, and recommend effective solutions.
• Team Collaboration: Work closely with night‑shift colleagues, daytime staff, vendors, and management to ensure a unified service experience.
• Adaptability: Thrive in a dynamic environment with rotating shift patterns, weekend and holiday work, and occasional overtime.
• Self‑Motivation: Operate independently while maintaining high productivity and quality standards.

Career Growth & Learning Opportunities

arenaflex is committed to investing in its people. As a Customer Experience Specialist, you will have access to:

• Structured onboarding and two‑week intensive training at our Downers Grove campus, followed by ongoing virtual coaching.
• Continuous professional development through webinars, certifications, and cross‑functional projects.
• Clear pathways to advance into senior support roles, team lead positions, or specialized areas such as compliance, operations management, or training.
• Mentorship programs that pair you with seasoned leaders who can guide your career trajectory within arenaflex.

Work Environment & Culture

At arenaflex, we celebrate a culture of respect, inclusion, and innovation. Our remote workforce enjoys:

• A collaborative digital workspace that encourages knowledge sharing and peer recognition.
• Regular virtual town halls, team‑building activities, and wellness challenges that keep morale high.
• Flexibility to balance personal commitments with professional responsibilities, supported by a flexible PTO policy.
• An emphasis on work‑life harmony, reinforced by mental‑health resources, an Employee Assistance Program, and a robust wellness incentive program.

Compensation, Perks & Benefits

arenaflex offers a competitive total rewards package designed to attract and retain top talent:

• Base salary commensurate with experience, plus performance‑based incentives.
• Health, dental, and vision insurance with company‑paid dental coverage for eligible plans.
• 401(k) retirement plan with generous company matching.
• Company‑paid life insurance and optional supplemental life coverage.
• Short‑term and long‑term disability options.
• Flexible paid time off (PTO) and paid holidays, including weekend coverage.
• Travel allowance for the required on‑site training period.
• Company swag, health‑club reimbursement, and a wellness program with attractive incentives.
• Employee recognition programs and a referral bonus for successful hires.
• Ongoing job training, certifications, and professional development resources.

Commitment to Diversity & Inclusion

arenaflex is an equal‑opportunity employer. We foster a drug‑free workplace and welcome applicants of all backgrounds, regardless of race, color, religion, sex, age, national origin, sexual orientation, disability, marital status, veteran status, or any other protected characteristic. Our hiring, promotion, and development practices are built on fairness, transparency, and respect.

Application Process

If you are passionate about delivering white‑glove service, thrive in a remote, fast‑moving environment, and are ready to work the 2nd and 3rd shifts, we want to hear from you. Join arenaflex and become part of a team that makes a tangible difference in patients’ lives every day.

Apply Job!