Welcome to arenaflex: A Leader in Healthcare and Technology
arenaflex is a global organization that delivers care, aided by technology to help millions of people live healthier lives. Our team is dedicated to connecting people with the care, pharmacy benefits, data, and resources they need to feel their best. At arenaflex, you will find a culture guided by diversity and inclusion, talented peers, comprehensive benefits, and career development opportunities. We are committed to advancing health equity on a global scale and making a positive impact on the communities we serve.
Job Overview: Customer Service Representative Lead
As a Customer Service Representative Lead at arenaflex, you will have the opportunity to make a real difference in the lives of our customers. You will compassionately deliver an exceptional experience to between 50 to 70 callers per day, providing support and guidance to those who need it most. In addition to your customer-facing responsibilities, you will also serve as a resource and subject matter expert for your team members, helping to identify and exceed customer expectations and build strong relationships internally and externally.
Key Responsibilities:
- Serve as a resource or Subject Matter Expert (SME) for other team members or internal customers
- Handle escalated calls, resolving more complex customer issues in a one-and-done manner
- Answer incoming phone calls from customers and identify the type of assistance the customer needs
- Ask appropriate questions and listen actively to identify specific questions or issues while documenting required information in computer systems
- Intervene with care providers (doctor's offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance when needed
- Assist customers in navigating arenaflex websites and encourage and reassure them to become self-sufficient
- Own problems through to resolution on behalf of the customer in real-time or through comprehensive and timely follow-up with the member
- Research complex issues across multiple databases and work with support resources to resolve customer issues and/or partner with others to resolve escalated issues
- Provide education and status on previously submitted pre-authorizations or pre-determination requests
- Meet the performance goals established for the position in the areas of efficiency, call quality, provider satisfaction, first call resolution, and attendance
Requirements and Qualifications:
To be successful in this role, you will need to have a strong foundation in customer service and a passion for helping others. The following qualifications are required:
- High School Diploma / GED
- Must be 18 years of age or older
- First Call Resolution experience
- 9 months of previous call center experience
- 2 years of customer service experience analyzing and solving customer problems OR 2 years of experience in an office setting environment using the telephone and computer as the primary instruments to perform job duties
- Familiarity with computer and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications
- Ability to work full-time, Monday - Friday, with flexibility to work an 8-hour shift during the hours of 6:00am - 6:00pm MST
Preferred Qualifications:
- 1 year of Customer Service Representative (CSR) experience OR 1 year of experience in an office setting, call center setting, or phone support role
Telecommuting Requirements:
This is a remote opportunity, and you will need to reside in one of the following locations: Draper, UT, Cypress, CA, or Tampa, FL. You will also need to have a dedicated work area established that is separated from other living areas and provides information privacy. Additionally, you will need to have a high-speed internet connection that meets arenaflex's requirements.
Soft Skills:
To be successful in this role, you will need to have strong soft skills, including:
- Ability to multi-task duties as well as the ability to understand multiple products and multiple levels of benefits within each product
- Ability to work regularly scheduled shifts within our hours of operation, including the training period, where lunches and breaks are scheduled, with the flexibility to adjust daily schedule, and work overtime and/or weekends, as needed
Career Growth and Development:
At arenaflex, we are committed to helping our employees grow and develop in their careers. As a Customer Service Representative Lead, you will have access to training and development opportunities, including 5-6 weeks of paid training. You will also have the opportunity to work with a talented team of professionals who are passionate about delivering exceptional customer service.
Work Environment and Company Culture:
arenaflex is a dynamic and inclusive organization that values diversity and promotes a culture of respect and empathy. We believe that everyone deserves the opportunity to live their healthiest life, and we are committed to making a positive impact on the communities we serve. Our company culture is built on a foundation of integrity, compassion, and excellence, and we are looking for team members who share these values.
Compensation and Benefits:
arenaflex offers a competitive compensation package, including a salary range of $19.47 to $38.08 per hour, depending on experience and location. We also offer a comprehensive benefits package, including medical, dental, and vision insurance, as well as a 401(k) plan and paid time off. Additionally, we offer incentive and recognition programs, equity stock purchase, and opportunities for career advancement.
Conclusion:
If you are a motivated and compassionate individual who is passionate about delivering exceptional customer service, we encourage you to apply for this exciting opportunity. As a Customer Service Representative Lead at arenaflex, you will have the chance to make a real difference in the lives of our customers and contribute to a dynamic and inclusive organization that is committed to advancing health equity on a global scale. Apply today and join our team of talented professionals who are dedicated to helping people live healthier lives.
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