**Join arenaflex, a leading staffing firm serving state and local governments, in making lives better by engaging and supporting our clients and partners.**
Are you a customer service professional with a passion for delivering exceptional experiences? Do you thrive in a fast-paced, dynamic environment where no two interactions are the same? Look no further! arenaflex is seeking an Experienced Customer Care Representative I to join our team in a remote, full-time position.
**About arenaflex**
arenaflex is an award-winning staffing firm dedicated to making lives better. We believe in the power of partnerships and strive to be the most knowledgeable staffing partner for our clients. Our mission is to identify and cultivate the talents of our employees, matching them with the needs of our customers. We value customer service, accountability, and getting the job done.
**Position Summary**
This full-time position offers a competitive hourly rate of $17.00-$19.00, depending on experience. As a Customer Care Representative I, you will be responsible for developing and maintaining positive customer relationships, coordinating with various functions within the company, and ensuring customer requests and questions are handled appropriately and in a timely manner. You will provide exceptional service to participants and providers, handling inquiries, resolving issues, and assisting with behavioral health/substance use service needs.
**Essential Duties and Responsibilities**
* Respond to incoming calls, emails, and other communication channels in a professional and courteous manner, addressing questions and concerns related to behavioral health/substance use services.
* Research and resolve customer issues, complaints, or service discrepancies by collaborating with appropriate teams or escalating as necessary to provide information and/or solutions.
* Accurately log customer interactions, maintain updated records, and document resolutions using internal systems.
* Provide information on available behavioral health and substance abuse services, eligibility requirements, and program processes to clients, members, and providers.
* Ensure all interactions are HIPAA compliant, company policies, and state or federal regulations governing behavioral health and substance abuse services.
* Work closely with team members and other departments to ensure a seamless customer experience and meet project goals.
* Identify and communicate trends in customer inquiries to support continuous improvement initiatives for the project.
* Participate in developing department goals, objectives, and systems.
* Participate in staff meetings and attend other meetings and seminars as assigned.
* Recommend new approaches, policies, and procedures to continually improve efficiency of the department and services performed.
* Efficiently perform duties as assigned and work independently and as a team to accomplish common goals.
**Required Skills/Abilities**
* Accountability for commitments, follow-ups, tasks, and timely completion of trainings.
* Flexible and quick learner, willing to adapt to changing customer and business needs.
* Strong work ethic.
* Excellent verbal, written, and listening communication skills within the English language.
* Proven, high-quality customer service (internal and external customers).
* Ability to work independently and collaboratively.
* Capability to analyze situations carefully and adopt appropriate courses of action.
* Ability to understand and adhere to the duties, methods, and procedures required by the position.
* Excellent organizational skills and attention to detail.
* Ability to prioritize multiple tasks and navigate multiple computer applications/screens efficiently.
* Ability to effectively communicate to large and small group audiences.
* Proficient with Microsoft Office Suite, system navigation, and/or related software.
**Education and Experience**
* High school diploma or equivalent.
* 1-2 years of experience in customer service, providing call center support, preferably in healthcare or behavioral health and/or substance use field.
**Physical Requirements**
* Prolonged periods of sitting at a desk and working on a computer with multiple screens.
* Standard hours of work Monday through Friday, 8:30 am-5:00 pm Eastern for training.
* Standard hours of work Monday through Friday, 9:00 am-5:30 pm Eastern after training.
**Successful arenaflex Employees**
* You strive to be the best in your field currently and in the future.
* You like to make your employer look good.
* You find solutions, where others only see problems.
* You are proactive, you make and meet commitments, and you perform your duties exceedingly well.
* You are aware of the employer's needs at all times and are well-versed in what you personally and arenaflex can offer them as a whole.
* You have the ability to work with diverse, integrated, deliverable-driven teams to accomplish the larger mission.
**Benefits of Working for arenaflex**
* Support from a team of professionals committed to making your life better.
* 19 days of PTO.
* 12 paid holidays, 13 paid holidays during election years.
* Merit/COLA increases.
* Flex time allowed, during the same week.
* Medical, dental, and vision insurance.
* Medical and dependent flexible spending account.
* Pet insurance.
* Mass transportation benefit for the Maryland and Washington, D.C. area.
* 401k with a generous employer match.
* Easy-to-use employee self-serve HR portal.
**Equal Opportunity Employer**
arenaflex Consulting LLC does not discriminate in hiring based on federally protected classifications to include but not limited to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status, marital status, or other characteristics protected by law. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.
**Apply Now!**
If you are a motivated and customer-focused individual looking for a challenging and rewarding opportunity, apply now to join the arenaflex team!
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