Remote After‑Hours Customer Service Representative – Virginia (Sunday‑Wednesday or Wednesday‑Saturday Shifts) – Full‑Time, Home‑Based

Why arenaflex?

At arenaflex, we believe that every interaction has the power to change a life. As a leading provider of transportation and health‑related services, we partner with health plans, community organizations, and individuals to ensure reliable, safe, and compassionate travel experiences. Our mission‑driven culture is built on empathy, innovation, and a relentless focus on member outcomes. If you are passionate about helping people, thrive in a dynamic remote environment, and want to be part of a company that truly values its employees, you have found the right place.

Position Overview

We are seeking enthusiastic, detail‑oriented individuals to join our arenaflex team as Remote After‑Hours Customer Service Representatives (CSRs) based in Virginia. This role is not an overnight position; instead, you will work structured 4‑ to 10‑hour shifts on either a Sunday‑Wednesday or Wednesday‑Saturday schedule. As the first point of contact for members who have questions about transportation services, you will play a pivotal role in ensuring smooth, timely, and accurate assistance that directly contributes to positive health outcomes.

Key Responsibilities

• Answer inbound calls and respond to digital inquiries, handling up to 100+ interactions per day while maintaining a courteous, professional demeanor.
• Document each member interaction using standardized scripts and protocols to guarantee consistency and compliance.
• Accurately input trip data, schedule modifications, and cancellations into the arenaflex system, ensuring all information is up‑to‑date.
• Educate members on available transportation options, insurance coverage, and eligibility criteria, helping them make informed decisions.
• Escalate unresolved issues to the appropriate department, providing clear case notes and supporting documentation for swift resolution.
• Multitask across multiple internal platforms, extracting necessary details while maintaining data integrity.
• Adhere to all company policies, privacy regulations, and security standards, especially when handling sensitive member information.
• Participate in mandatory training sessions, including on‑camera participation for the first 30 days, and attend ongoing coaching to continuously improve performance.
• Demonstrate a personal commitment to high‑quality work, meeting or exceeding key performance indicators (KPIs) such as average handle time, first‑call resolution, and customer satisfaction scores.

Essential Qualifications

• High School Diploma or GED required; additional education or certifications are a plus.
• 0–2 years of related experience, with at least 6 months of contact‑center or customer‑service experience.
• Proven ability to type at least 35 words per minute with accuracy.
• Strong organizational skills and the ability to manage high call volumes while maintaining attention to detail.
• Excellent written and verbal communication skills; all documentation must be completed in English.
• Proficiency with Microsoft Office Suite (Word, Excel, Outlook) and comfort navigating web‑based applications.
• Ability to speak and type simultaneously, delivering clear, concise information to members.
• Self‑motivated and capable of working independently under general supervision, while also being a collaborative team player.
• Reliable high‑speed internet (minimum 25 Mbps download / 5 Mbps upload) with a hard‑wired connection, and a dedicated, private workspace.
• Flexibility to work overtime as needed and to adapt to schedule changes.

Preferred Qualifications & Skills

• Experience in the healthcare, transportation, or insurance industries.
• Familiarity with HIPAA regulations and best practices for handling protected health information (PHI).
• Previous experience using customer‑relationship management (CRM) or ticketing systems.
• Demonstrated problem‑solving abilities and sound decision‑making in fast‑paced environments.
• Empathy and a genuine desire to assist members in navigating complex logistical challenges.

What You’ll Gain – Career Growth & Learning

At arenaflex, we invest in our people. As a Remote After‑Hours CSR, you will have access to:

• Comprehensive onboarding and continuous training programs designed to sharpen communication, technical, and conflict‑resolution skills.
• Opportunities to cross‑train in related departments such as scheduling, claims assistance, and member outreach, paving the way for internal promotions.
• Mentorship from seasoned leaders who provide regular feedback, coaching, and career‑path guidance.
• Eligibility for tuition reimbursement, supporting your pursuit of further education or certifications.
• Recognition programs that celebrate high performers, innovative ideas, and outstanding customer service.

Work Environment & Culture at arenaflex

Our remote workforce is built on trust, flexibility, and a shared purpose. While you will be working from home, you are never truly alone. arenaflex fosters a collaborative virtual community through:

• Weekly virtual huddles and team‑building activities that keep morale high and encourage knowledge sharing.
• A dedicated support desk for technical issues, ensuring you have the tools you need to succeed.
• Clear communication channels, including Slack, Teams, and regular video check‑ins with supervisors.
• A culture that values diversity, equity, and inclusion, with employee resource groups that celebrate different backgrounds and perspectives.
• Commitment to work‑life balance, offering flexible scheduling within the defined shift windows and generous paid time off.

Compensation, Perks & Benefits

We recognize that competitive pay and meaningful benefits are essential to attracting top talent. arenaflex offers:

• Starting wage: $15.00 per hour, with performance‑based raises and potential shift differentials.
• Medical, dental, and vision insurance with multiple plan options to suit your needs.
• Employer‑paid basic life insurance and AD&D coverage.
• Voluntary life insurance for employees, spouses, and dependents.
• Flexible Spending Accounts (FSA) for health care and dependent care, both pre‑ and post‑tax.
• Commuter and parking benefits for those who occasionally travel to a satellite office.
• 401(k) retirement plan with company match to help you build long‑term financial security.
• Paid Time Off (PTO) and paid parental leave to support life’s milestones.
• Short‑term and long‑term disability coverage.
• Tuition reimbursement for approved courses and certifications.
• Employee discounts on retail, travel, dining, car rentals, and more.
• Access to a virtual wellness program, including mental‑health resources, fitness challenges, and ergonomic home‑office guidance.

Equal Opportunity Employment

arenaflex is proud to be an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by law.

How to Apply

If you are ready to make a tangible difference in the lives of members across Virginia, we encourage you to submit your application today. Please ensure your resume highlights relevant customer‑service experience, your high‑speed internet setup, and a brief cover letter describing why you are passionate about after‑hours support.

For any questions or accommodations during the application process, feel free to contact our recruiting team at [email protected]. We look forward to welcoming you to the arenaflex family!

Apply Now – Join arenaflex Today!