At arenaflex, we're dedicated to delivering exceptional customer experiences that exceed the expectations of our members and providers. As an Experienced Customer Experience Representative - INBOUND (Remote) at arenaflex, you'll play a vital role in providing top-notch support and service to our valued customers. If you're passionate about delivering outstanding customer experiences and have a knack for building strong relationships, we want to hear from you!
**About arenaflex**
arenaflex is a leading organization in the healthcare industry, committed to providing quality healthcare services to individuals and families in need. Our mission is to make a positive impact on the lives of our members and providers, and we're seeking talented individuals like you to join our team. As a remote-based customer experience representative, you'll have the opportunity to work from the comfort of your own home, while still being an integral part of our dynamic and fast-paced team.
**Job Summary**
As an Experienced Customer Experience Representative - INBOUND (Remote) at arenaflex, you'll be responsible for providing exceptional customer support and service to our members and providers. You'll be the face of arenaflex, and your interactions will have a direct impact on our customers' experiences. You'll be expected to:
* Provide service support to members and/or providers using one or more contact center communication channels and across multiple states and/or products.
* Conduct various surveys related to health assessments and member/provider satisfaction.
* Accurately document pertinent details related to Member or Provider inquiries.
* Demonstrate ability to quickly build rapport and respond to customers in an empathetic manner by identifying and exceeding customer expectations.
* Aptitude to listen attentively, capture relevant information, and identify Member or Provider's inquiries and concerns.
* Capable of meeting/exceeding individual performance goals established for the position in the areas of: Call Quality, Attendance, Adherence and other Contact Center objectives.
* Able to proactively engage and collaborate with various Internal/External departments.
* Personal responsibility and accountability by taking ownership of providing resolutions in real time or through timely follow up with the Member and/or Provider.
* Supports provider needs for basic inquiries and assistance involving member eligibility and covered benefits, Provider Portal, and status of submitted claims.
* Ability to effectively communicate in a professionally setting.
**Key Responsibilities**
* Provide service support to members and/or providers using one or more contact center communication channels and across multiple states and/or products.
* Conduct various surveys related to health assessments and member/provider satisfaction.
* Accurately document pertinent details related to Member or Provider inquiries.
* Demonstrate ability to quickly build rapport and respond to customers in an empathetic manner by identifying and exceeding customer expectations.
* Aptitude to listen attentively, capture relevant information, and identify Member or Provider's inquiries and concerns.
* Capable of meeting/exceeding individual performance goals established for the position in the areas of: Call Quality, Attendance, Adherence and other Contact Center objectives.
* Able to proactively engage and collaborate with various Internal/External departments.
* Personal responsibility and accountability by taking ownership of providing resolutions in real time or through timely follow up with the Member and/or Provider.
* Supports provider needs for basic inquiries and assistance involving member eligibility and covered benefits, Provider Portal, and status of submitted claims.
* Ability to effectively communicate in a professionally setting.
**Essential Qualifications**
* High School Diploma or equivalent combination of education and experience.
* 1-3 years Sales and/or Customer Service experience in a fast-paced, high-volume environment.
* Ability to work regularly scheduled shifts within our hours of operation, where lunches and breaks are scheduled and work over-time and/or weekends, as needed.
* Strong communication and interpersonal skills.
* Ability to work in a team environment and collaborate with various departments.
* Proficiency in Microsoft Office and other relevant software applications.
**Preferred Qualifications**
* Associate's Degree or equivalent combination of education and experience.
* 1-3 years experience in a customer-facing role.
* Experience with Genesys, Salesforce, Pega, QNXT, CRM, Verint, Kronos, Microsoft Teams, Video Conferencing, CVS Caremark, and Availity.
* Strong analytical and problem-solving skills.
* Ability to work in a fast-paced environment and prioritize tasks effectively.
**Skills and Competencies**
* Strong communication and interpersonal skills.
* Ability to work in a team environment and collaborate with various departments.
* Proficiency in Microsoft Office and other relevant software applications.
* Strong analytical and problem-solving skills.
* Ability to work in a fast-paced environment and prioritize tasks effectively.
* Strong customer service skills and ability to build rapport with customers.
* Ability to work independently and as part of a team.
* Strong time management and organizational skills.
**Career Growth Opportunities and Learning Benefits**
At arenaflex, we're committed to helping our employees grow and develop their careers. As a remote-based customer experience representative, you'll have access to:
* Ongoing training and development opportunities to enhance your skills and knowledge.
* Opportunities for career advancement and professional growth.
* A dynamic and supportive work environment that encourages collaboration and teamwork.
* A comprehensive benefits package, including health insurance, retirement savings, and paid time off.
**Work Environment and Company Culture**
arenaflex is a remote-based organization, and our customer experience representatives work from the comfort of their own homes. We're committed to creating a positive and inclusive work environment that supports the well-being and success of our employees. Our company culture is built on the following values:
* Respect: We value and respect each other's differences and perspectives.
* Integrity: We operate with honesty, transparency, and accountability.
* Excellence: We strive for excellence in everything we do.
* Teamwork: We work together to achieve our goals and support each other's success.
**Compensation, Perks, and Benefits**
arenaflex offers a competitive compensation package, including:
* Hourly pay rate: $20.29 - $28.82 per hour.
* Overtime pay: Eligible for overtime pay as needed.
* Benefits: Comprehensive benefits package, including health insurance, retirement savings, and paid time off.
* Perks: Access to ongoing training and development opportunities, opportunities for career advancement and professional growth, and a dynamic and supportive work environment.
**How to Apply**
If you're passionate about delivering exceptional customer experiences and have a knack for building strong relationships, we want to hear from you! To apply for this exciting opportunity, please submit your application through our website. We can't wait to hear from you!
**Equal Opportunity Employer**
arenaflex is an Equal Opportunity Employer (EOE) and welcomes applications from diverse candidates. We're committed to creating a positive and inclusive work environment that supports the well-being and success of our employees.
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