Job Title: Experienced Customer Service Advocate III – Complex Issue Resolution and Member Support

About arenaflex

Arenaflex is a diversified, national organization dedicated to delivering exceptional customer experiences to our 28 million members. As a Customer Care professional at arenaflex, you'll have access to competitive benefits, including a fresh perspective on workplace flexibility. Our commitment to diversity and inclusion creates a dynamic work environment where everyone feels valued and empowered to make a difference.

Job Summary

We're seeking an experienced Customer Service Advocate III to join our team in Bedford or Manchester, New Hampshire, or surrounding areas. As a key member of our customer service team, you'll serve as an advocate for resolving complex issues or concerns for our members or providers. Your exceptional communication skills, attention to detail, and ability to navigate multiple communication channels will enable you to provide timely, accurate, and personalized support to our customers.

Position Purpose

The primary purpose of this role is to serve as the advocate that focuses on resolving more complex issues or concerns for members or providers. You'll leverage a variety of communication channels to provide members or providers with timely, accurate, and personalized support on more complex complaints and escalations.

Key Responsibilities:

• Assesses and researches customer service needs, determines causes, and initiates corrective actions to other service or technical departments for follow-up as needed.
• Provides support and guidance on various more complex, member or provider issues to ensure customers receive high-quality services.
• Resolves complex problems and educates customers on solutions or requested information.
• Provides customer service in a high-paced contact center environment over the phone, via live chats, and emails.
• Identifies and documents all customer information and communications to update leadership on customer needs through root cause analysis.
• Provides guidance and training to other team members on more complex issues in the absence of a team lead.
• Documents all member or provider information and communications for quality and performance tracking through the Customer Relationship Management (CRM) applications.
• Remains up-to-date and adheres to quality standards, regulation, and all other policies to ensure quality, consistency, and compliance.
• Performs other duties as assigned.
• Complies with all policies and standards.

Education and Experience

Requires a High School diploma or GED. Requires 2-4 years of related experience. May require vocational or technical education in addition to prior work experience. Vocational or technical education may include additional on-the-job training or continuous learning education.

Compensation and Benefits

Arenaflex offers a comprehensive benefits package, including:

• Competitive pay: $20.00 - $34.03 per hour
• Health insurance
• 401K and stock purchase plans
• Tuition reimbursement
• Paid time off plus holidays
• A flexible approach to work with remote, hybrid, field, or office work schedules

Total compensation may also include additional forms of incentives. Actual pay will be adjusted based on an individual's skills, experience, education, and other job-related factors permitted by law.

Work Environment and Company Culture

Arenaflex is an equal opportunity employer that is committed to diversity and values the ways in which we are different. Our dynamic work environment is designed to foster collaboration, creativity, and growth. We're dedicated to creating a workplace where everyone feels valued, empowered, and supported to make a difference.

How to Apply

If you're passionate about delivering exceptional customer experiences and are looking for a challenging and rewarding role, we encourage you to apply. Please submit your application through our website, and we'll be in touch to discuss your qualifications further.

Equal Employment Opportunity

Arenaflex is an equal opportunity employer that is committed to diversity and values the ways in which we are different. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other characteristic protected by applicable law.

California Fair Chance Act

Qualified applicants with arrest or conviction records will be considered in accordance with the LA County Ordinance and the California Fair Chance Act.

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Originally posted on Himalayas