At arenaflex, we're revolutionizing the way people manage their health and wellness. As a leading digital health company, we're committed to making high-quality care more accessible and affordable for everyone. Our comprehensive and data-driven virtual health platform is designed to help people, providers, employers, health plans, government organizations, and communities optimize individual and population-wide well-being by driving positive behavior change.
We're seeking an experienced Bilingual Customer Service Representative to join our team in Miami, FL. As a key member of our customer support team, you'll play a vital role in delivering exceptional customer experiences and ensuring the success of our members and providers. If you're passionate about customer service, have a background in health information management, and are fluent in both English and Spanish, we want to hear from you!
**Job Summary:**
As a Customer Service Representative at arenaflex, you'll be responsible for answering inbound calls from members and providers, inputting data, and providing a high level of customer service. You'll handle inbound customer service inquiries and problems via the telephone and email while effectively recording communications accurately and consistently. Calls are predominantly "routine," but may require deviation from standard screens, scripts, and procedures. You'll use a computerized system for tracking calls, information gathering, and/or troubleshooting and may assess needs, explain programs, and suggest/promote alternative products or services.
**Essential Job Functions:**
* Identify, evaluate, and prioritize caller needs, questions, and concerns.
* Formulate plans of resolution and respond appropriately and efficiently.
* Maintain and restore customer satisfaction and partner with other teams as needed.
* Perform problem analysis, problem determination, and recommended resolutions to the callers in accordance with standard protocol.
* Proactively educate callers on program benefits.
* Meet or exceed established call center metrics, attendance standards, and quality levels.
* Use computer tools to accurately process and document information.
* Develop rapport with callers and appropriately adjust communication style.
* Provide accurate information about arenaflex programs and services.
* Escalate issues internally and follow up on escalated issues.
**Key Responsibilities:**
* Respond to inbound calls from members and providers in a timely and professional manner.
* Use a computerized system to track calls, gather information, and troubleshoot issues.
* Assess caller needs and provide solutions or referrals as needed.
* Explain program benefits and features to callers.
* Meet or exceed established call center metrics, including first call resolution, average handle time, and customer satisfaction.
* Collaborate with other teams to resolve complex issues and improve customer satisfaction.
* Stay up-to-date on arenaflex programs and services to provide accurate information to callers.
**Qualifications:**
* High School Diploma
* Prior experience in a customer service-related field preferred
* Great communication skills
* Must be able to multi-task
* General working knowledge of Microsoft Word & Outlook
* Computer keyboard proficiency and internet navigation skills required
* Have the ability to work effectively with others in a team environment
* Ability to thrive in a fast-growing, always-changing environment
* COVID-19 vaccination
* Bilingual in English and Spanish
**Preferred Qualifications:**
* Experience in health information management (HIM) and/or Release of Information (ROI) systems
* Knowledge of electronic health records (EHRs) and other healthcare software
* Experience with customer relationship management (CRM) software
* Certification in customer service or a related field
**Skills and Competencies:**
* Excellent communication and interpersonal skills
* Ability to work in a fast-paced, dynamic environment
* Strong problem-solving and analytical skills
* Ability to work effectively in a team environment
* Proficiency in Microsoft Office and other software applications
* Ability to learn and adapt to new systems and processes
* Strong customer service skills, with a focus on resolving issues and improving customer satisfaction
**Career Growth Opportunities and Learning Benefits:**
At arenaflex, we're committed to helping our employees grow and develop their careers. As a Customer Service Representative, you'll have opportunities to:
* Develop your skills and knowledge in customer service, health information management, and other areas related to our business.
* Take on new challenges and responsibilities as you grow and develop in your role.
* Collaborate with other teams to improve customer satisfaction and drive business results.
* Participate in training and development programs to enhance your skills and knowledge.
* Enjoy a competitive salary and benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off.
**Work Environment and Company Culture:**
At arenaflex, we're committed to creating a positive and inclusive work environment that supports the well-being and success of our employees. Our office is located in Miami, FL, and we offer a range of benefits and perks, including:
* A competitive salary and benefits package
* A dynamic and supportive work environment
* Opportunities for career growth and development
* A commitment to diversity, equity, and inclusion
* A focus on work-life balance and employee well-being
**Compensation, Perks, and Benefits:**
At arenaflex, we offer a competitive salary and benefits package, including:
* Medical, dental, and vision insurance
* 401(k) matching
* Paid time off
* Flexible work arrangements, including remote work options
* Access to training and development programs
* A range of employee perks and discounts
**How to Apply:**
If you're passionate about customer service and have a background in health information management, we want to hear from you! To apply, please submit your resume and a cover letter explaining why you're the ideal candidate for this role. We can't wait to hear from you!
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