Senior Customer Service Representative - National Remote

Are you a compassionate and results-driven individual with a passion for delivering exceptional customer experiences? Do you thrive in a dynamic and fast-paced environment where no two days are ever the same? If so, we invite you to join arenaflex as a Senior Customer Service Representative, where you'll have the opportunity to make a meaningful impact on the lives of our customers and contribute to the advancement of health equity on a global scale. At arenaflex, we're committed to delivering care, aided by technology, to help millions of people live healthier lives. Our team is guided by a culture of diversity and inclusion, and we're dedicated to creating a workplace where everyone feels valued, respected, and empowered to succeed. As a Senior Customer Service Representative, you'll be part of a talented team that's passionate about making a difference in the lives of our customers and the communities we serve.

About the Role

As a Senior Customer Service Representative, you'll be responsible for delivering an exceptional experience to our customers, providing support to your team members, and identifying opportunities to exceed customer expectations. You'll be the face of arenaflex, and your interactions will have a direct impact on our customers' lives. You'll work closely with our team to resolve complex customer issues, provide education and support, and ensure that our customers feel heard and valued.

Key Responsibilities

* Serve as a resource or Subject Matter Expert (SME) for other team members or internal customers

• Handle escalated calls, resolving more complex customer issues in a one and done manner
• Answer incoming phone calls from customers and identify the type of assistance the customer needs
• Ask appropriate questions and listen actively to identify specific questions or issues while documenting required information in computer systems
• Intervene with care providers (doctor's offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance when needed
• Assist customers in navigating arenaflex websites and encourage and reassure them to become self-sufficient
• Own problem through to resolution on behalf of the customer in real time or through comprehensive and timely follow-up with the member
• Research complex issues across multiple databases and work with support resources to resolve customer issues and/or partner with others to resolve escalated issues
• Provide education and status on previously submitted pre-authorizations or pre-determination requests
• Meet the performance goals established for the position in the areas of: efficiency, call quality, provider satisfaction, first call resolution, and attendance

Essential Qualifications

* High School Diploma / GED

• Must be 18 years of age OR older
• Familiarity with computer and Windows PC applications, which includes the ability to learn new and complex computer system applications
• Ability to successfully complete the Customer Service training classes and demonstrate proficiency of the material
• Ability to work any full-time (40 hours / week), 8-hour shift between the hours of Sun – Sat 8am-11pm EST (October - March) and shift Mon – Fri 8am – 11pm EST (April – September). It may be necessary, given the business need, to work occasional overtime.

Preferred Qualifications

* 1 year of Customer Service Representative (CSR) experience OR 1 year of experience in an office setting, call center setting, OR phone support role

Telecommuting Requirements

* Ability to keep all company sensitive documents secure (if applicable)

• Required to have a dedicated work area established that is separated from other living areas and provides information privacy
• Must live in a location that can receive a arenaflex approved high-speed internet connection or leverage an existing high-speed internet service

Soft Skills

* Ability to multi-task duties as well as the ability to understand multiple products and multiple levels of benefits within each product

• Ability to work regularly scheduled shifts within our hours of operation including the training period, where lunches and breaks are scheduled, with the flexibility to adjust daily schedule, and work over-time and/or weekends, as needed

Compensation and Benefits

* Competitive hourly rate: $16.54 - $32.55 per hour (based on local labor markets, education, work experience, certifications, etc.)

• Comprehensive benefits package, including medical, dental, and vision insurance
• Incentive and recognition programs
• Equity stock purchase
• 401k contribution
• Paid time off and holidays
• Opportunities for career growth and professional development

Work Environment and Culture

* arenaflex is a dynamic and fast-paced environment where no two days are ever the same

• Our team is guided by a culture of diversity and inclusion, and we're dedicated to creating a workplace where everyone feels valued, respected, and empowered to succeed
• We're committed to making a meaningful impact on the lives of our customers and the communities we serve

How to Apply

If you're a motivated and results-driven individual with a passion for delivering exceptional customer experiences, we invite you to apply for the Senior Customer Service Representative role at arenaflex. Please submit your application through our website, and we'll be in touch to discuss your qualifications and next steps.

Equal Employment Opportunity

arenaflex is an Equal Employment Opportunity / Affirmative Action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

Drug-Free Workplace

arenaflex is a drug-free workplace, and candidates are required to pass a drug test before beginning employment.

Application Deadline

This job posting will be open for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants. Apply for this job