Experienced Customer Service Representative II (Remote) – CDC INFO Program Support

At arenaflex, we're committed to delivering exceptional customer experiences that exceed our clients' expectations. As a key member of our team, you'll play a vital role in supporting our CDC INFO program, providing critical information to the public, healthcare providers, and public health professionals. If you're passionate about delivering top-notch customer service, have a knack for problem-solving, and thrive in a fast-paced environment, we want to hear from you!

About arenaflex

arenaflex is a leading provider of innovative solutions and services that empower individuals and organizations to achieve their goals. With a strong commitment to excellence, we strive to create a work environment that fosters growth, collaboration, and innovation. Our team is dedicated to making a positive impact in the lives of our clients and the communities we serve.

Job Summary

We're seeking an experienced Customer Service Representative II to join our remote team. As a key member of our CDC INFO program support team, you'll be responsible for providing exceptional customer service to the public, healthcare providers, and public health professionals. You'll be the first point of contact for our clients, answering their questions, resolving their issues, and providing accurate information on a wide range of health-related topics.

Key Responsibilities

* Provide customer service for basic and routine inquiries and problems via multiple channels (phone, email, web chats, or written letters)

• Use computerized systems for tracking, information gathering, and troubleshooting
• Provide feedback on call trends, processes, procedures, and training
• Respond to customer inquiries by referring them to published materials, secondary sources, or more senior staff
• Answer incoming calls, emails, chats, and provide assistance in scheduling vaccines or sending out kits
• Utilize databases and written materials to look up and provide information to telephone, email, chat inquiries
• Maintain up-to-date knowledge of CDC Public Response, procedures, and policies to provide knowledgeable responses to numerous inquiries
• Track and document all inquiries, appointments, kits, using CRM and applicable systems
• Meet Quality Assurance (QA) and other key performance metrics
• Escalate calls, emails, chat, scheduling or kit-related issues to the appropriate designated group
• Continually look for and suggest process improvements to benefit arenaflex, CDC, and the public

Minimum Requirements

* High School diploma or equivalent with 6 months of customer service experience

• Must be able to speak and write English clearly and professionally
• Successfully complete the written assessment
• Highly effective communicator with strong ability to provide an excellent empathetic customer experience
• Excellent listening, comprehension, communications (verbal and written), problem-solving, and customer service skills
• Experience working with a PC, MS Word, and Outlook required
• Must have demonstrated excellent interpersonal and leadership skills and the ability to organize simultaneous tasks
• Proven ability to work as a member of a team, as well as independently
• All CDC INFO personnel will be required by contract to undergo periodic program update training as the program changes
• All CDC INFO personnel are required to sign a Statement of Understanding and Non-Disclosure

Preferred Requirements

* Previous experience with phone systems and headset preferred

• Must be able to work from home and comply with remote working policies and requirements
• Flexibility – required to work holidays, weekends, and/or weekends to meet operational needs
• Must be able to work alternate schedules

Home Office Requirements

* Internet speed of 25mbps or higher download and a upload of 10mbps or higher required

• Preferred Windows or Mac (no Chromebooks or tablets)
• Hardwired internet (ethernet) connection
• Private work area and adequate power source

What We Offer

* Competitive salary and benefits package

• Opportunity to work with a dynamic and innovative team
• Comprehensive training and development program
• Flexible work arrangements, including remote work options
• Collaborative and inclusive work environment
• Recognition and rewards for outstanding performance

How to Apply

If you're a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter explaining why you're the ideal candidate for this role. We can't wait to hear from you!

Equal Employment Opportunity

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