Remote Customer Service Representative – DME Dispatch & Logistics Coordination at arenaflex

About arenaflex – Leading the Way in Hospice‑Focused Durable Medical Equipment

arenaflex is the premier provider of durable medical equipment (DME) services dedicated to the hospice industry. For more than a decade, we have partnered with hospice organizations across the United States, delivering compassionate, reliable, and timely equipment solutions that enable patients to stay comfortable at home. Our expansive network includes over 250 independent DME providers, covering 48 states, and we are the only DME Benefit Manager that collaborates directly with multiple national hospice organizations. At arenaflex, we blend cutting‑edge logistics technology with a deeply human‑centered approach, ensuring that every piece of equipment reaches the right patient at the right time.

Position Summary

We are seeking a motivated, detail‑oriented Remote Customer Service Representative to join our growing dispatch team. This role is fully remote (no mobile hotspots; a reliable broadband connection is required) and will begin training on July 15th. The successful candidate will coordinate driver routes, manage equipment logistics, and serve as the primary point of contact for hospice representatives, technicians, and patients. You will work under moderate supervision, following aren’as standard operating procedures, to ensure on‑time delivery, pickup, and service of DME within contracted time frames.

Key Responsibilities

• Inbound Call Management: Receive and respond to calls from hospice representatives, patients, and internal teams. Accurately capture equipment requests, create patient records, and dispatch orders according to established protocols.
• Daily Logistics Planning: Review the dispatch system each morning for open orders, prioritize based on urgency, and assign routes to technicians. Re‑evaluate assignments throughout the day to accommodate changes, cancellations, or emergent requests.
• Technician Coordination: Maintain continuous inbound and outbound communication with field technicians. Confirm receipt of job details, relay safety information (including infection control considerations), and adjust routes as needed to meet service level agreements.
• Order Monitoring & Escalation: Track time‑sensitive and routine orders, proactively identify potential delays, and develop alternate routing plans. Keep customers and hospice partners informed of any changes, always maintaining a courteous and professional demeanor.
• Documentation & Data Integrity: Log all interactions—phone, email, and chat—in arenaflex’s CRM system with precision. Update service dates, equipment changes, and any special instructions to ensure a single source of truth for the entire organization.
• Cross‑Departmental Communication: Monitor internal email and messaging platforms for inter‑departmental requests. Determine the appropriate action, coordinate with relevant teams (e.g., billing, compliance, inventory), and close the loop with clear follow‑up.
• Continuous Improvement: Provide feedback on process bottlenecks, suggest enhancements to routing algorithms, and contribute ideas that improve overall customer satisfaction and operational efficiency.

Essential Qualifications

• Education: High school diploma or equivalent (required).
• Experience: Minimum of one (1) year in a dispatch, service coordination, or similar logistics role.
• Customer Service Background: At least one (1) year of direct, customer‑facing experience, demonstrating the ability to handle inquiries, resolve issues, and maintain composure under pressure.
• Medical Environment Exposure (Preferred): Prior experience working in a healthcare or medical equipment setting is highly valued.
• Technical Proficiency: Comfortable navigating multiple software platforms simultaneously, typing efficiently, and toggling between screens without loss of accuracy.

Desired Skills & Competencies

• Communication Excellence: Strong verbal and written skills; ability to tailor messaging for internal staff, hospice partners, and patients.
• Interpersonal Acumen: Demonstrated empathy, patience, and conflict‑resolution capabilities when dealing with frustrated or distressed callers.
• Time Management & Multitasking: Proven ability to prioritize high‑volume workloads, meet tight deadlines, and juggle multiple concurrent tasks.
• Problem‑Solving Mindset: Quick thinker who can devise alternate routing solutions and anticipate potential service disruptions.
• Technology Literacy: Familiarity with CRM/dispatch software, Microsoft Office Suite, and basic troubleshooting of internet connectivity issues.
• Safety Awareness: Understanding of infection control protocols and the importance of communicating safety information to field technicians.

Career Growth & Learning Opportunities

arenaflex invests heavily in the professional development of its remote workforce. As a Customer Service Representative, you will have access to:

• Structured onboarding and ongoing mentorship from seasoned dispatch managers.
• Online training modules covering advanced logistics, hospice care fundamentals, and compliance regulations.
• Opportunities to cross‑train in related departments such as inventory management, billing, and quality assurance.
• Clear career pathways toward senior dispatcher, operations supervisor, or regional logistics manager roles.
• Regular performance reviews that focus on skill development, goal setting, and recognition of achievements.

Work Environment & Culture at arenaflex

Our remote team operates within a collaborative, inclusive, and fun‑focused culture. Even though you’ll be working from home, you’ll never feel isolated. arenaflex promotes:

• Virtual Team Huddles: Daily stand‑ups and weekly “coffee chat” sessions to keep everyone aligned and connected.
• Flexible Scheduling: Choose from 8‑hour or 10‑hour shifts, day or evening options, and weekend coverage as needed.
• Employee Resource Groups: Communities that celebrate diversity, support veterans, and champion mental‑wellness.
• Recognition Programs: Spot awards, referral bonuses, and quarterly “Employee of the Quarter” accolades.
• Technology Stipends: arenaflex provides the necessary hardware (laptop, headset, and ergonomic accessories) and reimburses a portion of your home‑office internet costs.

Compensation, Benefits & Perks

arenaflex offers a competitive hourly wage of $17.00 along with a comprehensive benefits package designed to support your health, financial security, and work‑life balance.

• Health & Dental Insurance: Medical, dental, and vision coverage with multiple plan options.
• Retirement Savings: 401(k) plan with company matching contributions.
• Paid Time Off: Generous vacation, sick leave, and holiday pay.
• Referral Program: Earn bonuses for recommending qualified friends or family members.
• Continuous Learning: Access to online courses, webinars, and industry certifications.
• Work‑From‑Home Support: Equipment provided, plus a stipend for home‑office setup.

Typical Schedule Options

• 8‑hour or 10‑hour shifts
• Day, evening, or night shifts
• Monday‑to‑Friday core hours with occasional weekend coverage as business needs dictate
• Ability to work holidays (availability required; see application question)

Application Questions

• Can you work on holidays?
• Are you able to effectively work‑from‑home (equipment provided), in a quiet, distraction‑free workspace?
• This position also requires multitasking and solid computer skills, including efficient typing and toggling between screens. Do you foresee any challenges with these requirements?

Why Join arenaflex?

If you are passionate about making a tangible difference in the lives of hospice patients and their families, arenaflex offers a purpose‑driven career where every call you take and every route you plan directly impacts comfort and dignity at the end of life. You will be part of a forward‑thinking organization that values innovation, celebrates diversity, and rewards hard work. Join us, and help shape the future of compassionate DME delivery across the nation.

Ready to Apply?

Take the next step toward a rewarding remote career with arenaflex. Click the link below to submit your application, and let us know why you’re the perfect fit for this role. We look forward to welcoming you to our team!

Apply Job!