At arenaflex, we're dedicated to delivering exceptional customer experiences and innovative solutions that empower our clients and their employees. As a Customer Care Representative I, you'll play a vital role in our mission by providing compassionate and professional support to claimants and clients across the country. If you're passionate about delivering outstanding customer service, working in a fast-paced environment, and growing with a dynamic team, we encourage you to apply for this exciting opportunity.
**Job Responsibilities:**
As a Customer Care Representative I, you'll be responsible for:
* Managing inbound calls for claimant-related leaves and/or Intake applications, and performing outbound voice work tasks related to selected clients and claimants
* Answering inbound calls from clients and claimants across the country, providing accurate and timely information, and resolving routine administrative technical issues
* Accurately filing and documenting client/claimant-specific information into the applicable system
* Responding to client and claimant inquiries in a timely and efficient manner, consistently delivering exceptional customer service
* Measuring performance through our Quality Monitoring program, demonstrating confidence, strong decision quality, and sound judgment when assisting claimants
* Resolving routine administrative technical issues for applicable source systems, answering related claims questions for applicable clients specific to the Intake process and reporting missed time
* Maintaining and protecting personal health information, adhering to HIPAA rules and regulations, and maintaining a high level of confidentiality
* Reliable, regular, and predictable attendance to ensure appropriate staffing to handle call volume
* Performing other duties as assigned, including working with a team to achieve departmental goals and objectives
**Key Competencies:**
To succeed in this role, you'll need to possess:
* Strong customer service skills, including politeness, friendliness, and helpfulness
* Ability to type and talk, with proven patience and understanding
* Active listening skills, strong attention to detail, and demonstrated compassion
* Ability to work independently and remotely, with effective communication skills in both verbal and written interactions
* Ability to handle confidential information with utmost judgment and discretion
* Exceptional interpersonal communication skills and the ability to work with a diverse workforce
* Proficiency in maneuvering on a PC, with working knowledge of MS Office (Word, Excel, and Outlook)
* Ability to manage and meet departmental deadlines and key performance indicators
* Demonstrated ability in verbal and written skills, and reading comprehension
* Proven experience in providing quality customer service (preferably in a call center)
* Knowledge of medical terminology preferred
* Experience using web-based programs
* High-speed home internet installed for Remote/Teleworker*
**Work Environment:**
Our Customer Care Center operates 24 hours a day, 7 days a week, offering a variety of schedules due to this scope of coverage. As a Customer Care Representative, you'll be required to work a scheduled shift between core business hours (Mon-Fri, 4am-8pm Arizona time) and be open to working some holidays. You'll need to be willing and able to work sitting in one place, taking calls, and speaking for the entirety of your scheduled shift (excluding scheduled breaks and lunches).
**Physical Requirements:**
This role requires:
* Sitting for prolonged periods of time
* Extensive typing and using primarily the fingers rather than the entire hand
* Visual acuity sufficient to perform activities such as preparing and analyzing data and figures, transcribing notes, viewing a computer terminal, and extensive reading
* Hearing sufficient to understand verbal instruction and answer telephones
**What We Offer:**
At arenaflex, we believe in creating a more diverse, equitable, and inclusive culture that allows us to realize more of our potential. We offer a competitive pay package and a range of benefits to help team members thrive in their financial, physical, and mental wellbeing. Our benefits include:
* An annual performance bonus for all team members
* Generous 401(k) company match that is immediately vested
* A choice of three medical plans (including prescription drug coverage) to suit your unique needs
* For High Deductible Health Plan enrollees, a company contribution to your Health Savings Account
* Multiple options for dental and vision coverage
* Company-provided Life & Disability Insurance to ensure financial protection when you need it most
* Family-friendly benefits, including Paid Parental Leave & Adoption Assistance
* Hybrid work arrangements for eligible roles
* Tuition Reimbursement and Continuing Professional Education
* Paid Time Off, volunteer days, community partnerships, and Employee Assistance Program
* Ability to connect with colleagues around the country through our Employee Resource Group program and our Diversity Equity & Inclusion Council
**Our Values:**
At arenaflex, we're guided by our core values of:
* Integrity
* Empowerment
* Compassion
* Collaboration
* Fun
**EEO Statement:**
arenaflex is an equal opportunity employer. We adhere to a policy of making employment decisions without regard to race, color, religion, sex, national origin, citizenship, age, or disability, or any other classification or characteristic protected by federal or state law or regulation.
**Join Our Team:**
If you're passionate about delivering exceptional customer service, working in a fast-paced environment, and growing with a dynamic team, we encourage you to apply for this exciting opportunity. Apply now and become a part of our arenaflex family!
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