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

About arenaflex – Pioneering White‑Glove Service in Healthcare Imaging

arenaflex is a privately held leader in the medical imaging ecosystem, dedicated to delivering the highest‑quality technology and support to healthcare providers across the United States. Over the past decade, arenaflex has doubled its revenue by staying true to an organic growth strategy that prioritizes innovation, employee empowerment, and an unwavering commitment to a “White Glove” patient experience. Our mission is simple: to make every interaction—whether it’s a scheduling call, a service request, or a post‑procedure follow‑up—feel personal, professional, and problem‑free. As a remote‑first organization, arenaflex embraces flexibility, diversity, and continuous learning, ensuring that every team member can thrive while contributing to a healthier, more connected world.

Why This Role Matters

In today’s fast‑paced healthcare environment, patients and providers rely on seamless communication and rapid issue resolution. As a Customer Experience Specialist on the 2nd and 3rd shifts, you will be the night‑time guardian of arenaflex’s service promise. Your voice will be the first point of contact for drivers, clinicians, and vendors, and your actions will directly influence patient satisfaction, operational efficiency, and the overall reputation of arenaflex.

Work Schedule – Rotating 2nd & 3rd Shifts (Remote)

Our schedule is fixed, rotating every two weeks, and includes weekends and holidays. Flexibility to work overtime, adjust start/end times, and cover shifts when needed is essential.

• Weeks 1 & 3:
  • Saturday – 3rd shift (10:30 PM – 7:00 AM)
  • Tuesday – 2nd shift (10:30 AM – 11:00 PM, 12 hours)
  • Wednesday – 3rd shift (10:30 PM – 7:00 AM)
  • Friday – 2nd shift (10:30 AM – 11:00 PM, 12 hours)
• Weeks 2 & 4:
  • Saturday – 2nd shift (2:30 PM – 11:00 PM)
  • Sunday – 2nd shift (2:30 PM – 11:00 PM)
  • Tuesday – 3rd shift (10:30 PM – 7:00 AM)
  • Thursday – 2nd shift (2:30 PM – 11:00 PM)
  • Friday – 3rd shift (10:30 PM – 7:00 AM)

All shifts are remote; however, a two‑week, on‑site training period will be held at our Downers Grove, IL campus to ensure you are fully equipped with arenaflex’s tools, processes, and culture.

Key Responsibilities – Delivering the arenaflex Experience

• Answer inbound customer service calls, emails, and chat messages with a courteous, “customer‑first” attitude.
• Create, dispatch, and track service requests using arenaflex’s web‑based Operations Management System (OMS).
• Identify, troubleshoot, and resolve patient‑related concerns promptly, escalating only when necessary.
• Log every interaction in OMS, ensuring accurate documentation for day‑shift handoffs.
• Coordinate with vendors, drivers, and internal teams via phone, text, and email to maintain seamless service delivery.
• Attach and audit Field Service Reports, confirming completeness and compliance with HIPAA regulations.
• Serve as the night‑time point of contact for driver scheduling, maintenance support, and real‑time delivery monitoring.
• Handle 20‑30 driver interactions per night, proactively monitoring on‑time pickups and deliveries.
• Enter helium readings, order and cancel injectable doses, and perform other specialized data entry tasks within OMS.
• Provide clear, concise handoff notes to daytime colleagues across multiple geographic regions.
• Participate in continuous improvement initiatives, suggesting workflow enhancements that align with arenaflex’s White‑Glove service model.

Essential Qualifications – What You Must Bring

• Minimum 2 years of experience in a customer service, call‑center, or patient‑scheduling environment.
• Proven ability to prioritize, multitask, and maintain meticulous attention to detail under pressure.
• Strong written and verbal communication skills; ability to convey complex information clearly.
• Proficiency with Microsoft Office Suite—especially Excel—and comfort navigating web‑based platforms.
• Demonstrated experience adhering to HIPAA privacy standards.
• Flexibility to work rotating night shifts, weekends, and holidays, with occasional overtime.
• Reliable high‑speed internet connection and a suitable home office environment.

Preferred Qualifications – What Sets You Apart

• Experience in healthcare imaging, radiology, or related medical fields.
• Familiarity with service‑ticketing systems (e.g., ServiceNow, Zendesk) or similar OMS tools.
• Previous remote work experience, demonstrating self‑discipline and effective time management.
• Certification in Customer Service Excellence or a related discipline.
• Basic knowledge of medical device logistics, such as injectable dose handling or helium monitoring.

Core Skills & Competencies

• Customer‑Centric Mindset: Empathy, patience, and a genuine desire to help patients and providers.
• Problem‑Solving: Ability to diagnose issues quickly and propose effective solutions.
• Technical Acumen: Comfort with multiple software platforms, data entry, and troubleshooting.
• Communication: Clear articulation, active listening, and professional email etiquette.
• Team Collaboration: Seamless coordination with day‑shift teammates, vendors, and cross‑functional partners.
• Organizational Discipline: Accurate logging, follow‑up, and documentation to ensure compliance and continuity.

Career Growth & Learning Opportunities at arenaflex

arenaflex invests heavily in the professional development of its employees. As a Customer Experience Specialist, you will have access to:

• Structured onboarding and two‑week intensive training at our Downers Grove campus.
• Ongoing mentorship from senior service managers and subject‑matter experts.
• Internal certification programs covering advanced service‑ticketing, HIPAA compliance, and healthcare operations.
• Opportunities to transition into supervisory, quality‑assurance, or training roles after demonstrating mastery.
• Regular webinars, workshops, and a robust learning portal that keep you current on industry trends and technology.

Compensation, Perks & Benefits – What You’ll Receive

arenaflex offers a competitive total rewards package designed to support your health, financial security, and personal well‑being.

• Base Salary: Competitive hourly rate commensurate with experience.
• Travel Allowance: Reimbursement for the mandatory two‑week training period.
• Health, Dental, Vision: Comprehensive coverage with company contributions.
• 401(k) Matching: Employer match to help you build retirement savings.
• Life Insurance & Disability: Company‑paid basic life insurance plus optional supplemental coverage.
• Flexible PTO & Paid Holidays: Generous paid time off, including weekend and holiday coverage.
• Wellness Programs: Health‑club reimbursement, wellness incentives, and employee assistance program.
• Recognition & Referral Bonuses: Programs that reward outstanding performance and successful referrals.
• Company Swag & Remote‑Work Stipends: Branded apparel and occasional home‑office equipment allowances.
• Continuous Learning: Access to job‑specific training, certifications, and career‑advancement pathways.

Work Environment & Culture at arenaflex

arenaflex fosters a collaborative, inclusive, and high‑performance culture where every employee feels valued. Our remote‑first model encourages autonomy while maintaining strong team connections through regular virtual huddles, mentorship circles, and social events. We celebrate diversity, champion work‑life balance, and uphold a drug‑free workplace that complies with all applicable regulations.

Our core values—Integrity, Innovation, Compassion, and Excellence—guide every interaction, from the way we answer a call to how we design our technology platforms. As part of the arenaflex family, you will be empowered to make a tangible impact on patient outcomes while growing your own career.

Application Process – Join arenaflex Today

If you are ready to bring your customer‑service expertise to a purpose‑driven organization that values your talent, we invite you to apply. Submit your resume and a brief cover letter highlighting how your experience aligns with the responsibilities and qualifications outlined above.

arenaflex is an equal‑opportunity employer. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.

Apply Now – Become a Night‑Shift Champion at arenaflex!