Join arenaflex, a leading provider of innovative business services, as we seek an experienced Bilingual Customer Service Representative II to support our CDC INFO program. As a key member of our team, you will play a vital role in delivering exceptional customer service to the public, healthcare providers, and public health professionals. If you are a highly motivated and empathetic individual with a passion for delivering outstanding customer experiences, we encourage you to apply for this exciting opportunity.
**About arenaflex**
arenaflex is a dynamic and forward-thinking organization that provides business services to help governments operate health and human services programs. Our team of experts is dedicated to delivering innovative solutions that make a meaningful difference in people's lives. With a strong commitment to excellence and a passion for customer service, we are seeking talented individuals like you to join our team.
**Role Snapshot**
* Location: Remote
* Compensation: A competitive salary
* Start Date: Immediate openings available
* Position: Customer Service Representative II
* Company: arenaflex
**Description & Requirements**
As a Bilingual Customer Service Representative II, you will be responsible for providing exceptional customer service to the public, healthcare providers, and public health professionals. You will be the primary point of contact for customers seeking information on health and COVID-related topics, and you will be expected to provide accurate and timely responses to their inquiries.
**Essential Duties and Responsibilities**
* Provide customer service for basic and routine inquiries and problems via multiple possible channels (i.e., telephone, emails, web chats, or written letters).
* Calls are predominantly routine, but may require deviation from standard screens, scripts, and procedures.
* Use computerized systems for tracking, information gathering, and/or troubleshooting.
* Provide feedback when needed, provide input on call trends, processes, procedures, and training.
* May respond to customer inquiries by referring them to published materials, secondary sources, or more senior staff.
* Utilize databases and written materials to look up and provide information to telephone, email, chat inquiries as well as scheduling appointments and sending out kits.
* Maintain up-to-date knowledge of CDC Public Response, procedures, and policies to provide knowledgeable responses to numerous inquiries in a courteous, timely, and professional manner.
* 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, which will benefit arenaflex, CDC, and the public (inquirers).
* Attend meetings and training as requested and maintain up-to-date knowledge of public response, programs, and systems.
**Education and Responsibilities**
* High School diploma or equivalent with 6 months of customer service experience.
* Must be fluent in English and Spanish.
* May have additional training or education in area of specialization.
* 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.
**Home Office Requirements**
* Hardwired internet (ethernet) connection.
* Required Internet speeds - Minimum download 25mbps or higher and minimum upload speed 10mbps or higher (you can test this by going to www.speedtest.net).
* Private work area and adequate power source.
* Video calls may be requested on occasion. Proper background and attire are required.
**Minimum Requirements**
* High School diploma or equivalent with 6 months of customer service experience.
* Must be fluent in English and Spanish.
* May have additional training or education in area of specialization.
**EEO Statement**
Active military service members, their spouses, and veteran candidates often embody the core competencies arenaflex deems essential, and bring a resiliency and dependability that greatly enhances our workforce. We recognize your unique skills and experiences, and want to provide you with a career path that allows you to continue making a difference for our country. We're proud of our connections to organizations dedicated to serving veterans and their families. If you are transitioning from military to civilian life, have prior service, are a retired veteran or a member of the National Guard or Reserves, or a spouse of an active military service member, we have challenging and rewarding career opportunities available for you. A committed and diverse workforce is our most important resource. arenaflex is an Affirmative Action/Equal Opportunity Employer. arenaflex provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disabled status.
**Pay Transparency**
For positions on this contract, 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.
**Minimum Salary**
$17.20
**Maximum Salary**
$24.04
**About the Company**
arenaflex provides business services to help governments operate health and human services programs, mostly at the state and national levels. The company's health services segment offers outsourced program management and administrative services.
**Company Size**
5,000 to 9,999 employees
**Industry**
Healthcare Services
**Founded**
0
**Website**
https://www.arenaflex.com/
**Submit Your Application**
Seize this opportunity to make a significant impact. Apply now and take the first step towards a rewarding new role.