Experienced Customer Service Representative – Remote Durable Medical Equipment Dispatch

At arenaflex, we're dedicated to providing exceptional hospice-focused durable medical equipment (DME) services across the United States. As a leading DME provider, we've built a reputation for reliability, efficiency, and compassion. Our team of professionals is passionate about making a difference in the lives of those we serve, and we're seeking a talented and customer-focused individual to join our remote dispatch team.

About arenaflex

arenaflex is the premier DME provider in the hospice industry, with over a decade of experience delivering high-quality services to patients and families across the country. Our network of over 250 DME providers covers 48 states, and we're proud to be the only DME Benefit Manager to implement multiple national hospice organizations. Our commitment to excellence, customer satisfaction, and innovation has earned us a reputation as a trusted partner in the healthcare industry.

Job Summary

As an Experienced Customer Service Representative – Remote Durable Medical Equipment Dispatch, you'll play a critical role in ensuring the efficient and effective delivery, pick-up, and service of durable medical equipment within contracted time frames. You'll work closely with our team of technicians, customers, and clients to coordinate logistics, resolve issues, and provide exceptional customer service.

Key Responsibilities

* Receive and respond to inbound calls from clients, coordinating delivery of equipment, pick-up, maintenance, or changes in service

• Create patient records and capture complete information and equipment requests generated from authorized Hospice representatives in the company system
• Plan and coordinate equipment logistics on a day-to-day basis, reviewing the system for open orders pending dispatch and ensuring all service requests are fulfilled
• Assess technician availability and assign and/or reassign orders considering priority orders, efficiencies, and service expectations
• Maintain inbound and outbound communication with technicians to verify order receipt of job add-ons and relay all information pertinent to meet service levels and ensure technician safety
• Monitor job fulfillment of time-sensitive orders and routine orders, coordinating alternate route plans with technicians as needed to ensure delivery of equipment in the most time-sensitive manner
• Capture and document all conversations with customers, clients, and technicians in the company system, adhering to standard operating procedures
• Relay any changes to requested service dates, service time frames, or equipment changes to the client and/or customer
• Frequently monitor email and/or other systems for inter-departmental communications, determining necessary internal action or communication required to fulfill company obligations

Essential Qualifications

* High school diploma or equivalent required

• At least one year of experience in a dispatch or closely related service coordination role
• A minimum of one year of experience in a customer-facing role is essential to perform customer service functions as described
• Previous experience working in a medical environment is preferred
• Strong interpersonal skills are necessary, with the ability to tailor verbal and written communications for both internal and external customers, resolving issues, handling frustrations, or escalating feedback appropriately for each type of customer in a calm and confident manner

Preferred Qualifications

* Experience working in a fast-paced, high-volume, deadline-driven environment utilizing time management, multi-tasking, and prioritization skills

• Strong computer skills, with the ability to efficiently type and toggle between screens
• Ability to work in a quiet, distraction-free workspace, with reliable internet connectivity (not mobile hotspots)

Work Environment and Culture

arenaflex offers a rewarding, casual, and fun work environment, with competitive benefits and compensation. We welcome new ideas and innovative thinkers, and we're committed to creating a culture of excellence, customer satisfaction, and compassion. As a remote employee, you'll enjoy the flexibility of working from home, with the support of our team and the resources you need to succeed.

Compensation and Benefits

* Competitive hourly rate: $17.00 per hour

• Comprehensive benefits package, including:

+ 401(k) with matching + Dental insurance + Health insurance + Paid time off + Referral program + Vision insurance

• Opportunity for career growth and professional development

Schedule

* 10-hour shifts, with flexibility to work 8-hour shifts as needed

• Day, evening, and night shifts available
• Monday to Friday, with occasional weekends as needed

Application Instructions

If you're a motivated and customer-focused individual with a passion for making a difference, 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 look forward to hearing from you!

Equal Opportunity Employer

arenaflex is an equal opportunity employer, committed to diversity and inclusion in the workplace. We consider all qualified applicants equally, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status. Apply for this job