At arenaflex, we're dedicated to serving our nation's heroes by providing top-notch healthcare services. As a critical member of our team, you'll play a vital role in facilitating the health care needs of our military populations by delivering exceptional customer service in a fast-paced Contact Center environment. If you're passionate about serving those who serve, we invite you to join our mission as an Experienced Customer Service Representative – TRICARE Healthcare Support.
**About arenaflex**
arenaflex is a leading provider of healthcare services, committed to delivering exceptional care to our nation's heroes. With a strong focus on customer satisfaction, we strive to create a positive experience for our beneficiaries and providers. Our team is dedicated to making a difference in the lives of those who serve, and we're seeking like-minded individuals to join our mission.
**Job Summary**
As an Experienced Customer Service Representative – TRICARE Healthcare Support, you'll be responsible for providing outstanding customer service to TRICARE beneficiaries and providers through various communication channels, including phone, chat, email, and written correspondence. You'll respond to inbound calls, resolve customer inquiries, and provide accurate and professional information regarding enrollment, claims, referrals, authorizations, and appointments. Your passion for serving our military community and proven customer service skills will make you an invaluable asset to our team.
**Key Responsibilities**
* Accurately and professionally answer health care inquiries and provide resolutions to TRICARE beneficiaries & providers over the phone, chat, email, or other written correspondence.
* Effectively and professionally answer customer inquiries by taking ownership of issues, utilizing sound judgment, and the tools at your disposal to resolve customer issues on the initial contact.
* Meet department productivity and performance metrics, including consistent and regular attendance, adherence to published schedules, and prioritization of workload to answer incoming calls.
* Document customer interactions and cases in a customer relationship management (CRM) system.
* Participate in continuous training to become fully proficient in resolving all customer inquiries.
* Regular and consistent attendance.
**Working Conditions**
* Ability to cover any work shift.
* Ability to work overtime, if needed.
* Onsite: Works within a standard office environment.
* Remote: Private and secure work space and work station with high-speed internet is required.
* Extensive computer work with prolonged sitting, wearing of headset, typing, and speaking on a phone.
**Education & Experience**
* High School diploma or GED.
* U.S. Citizenship.
* Must be able to receive a favorable Interim and adjudicated final Department of Defense (DoD) background investigation.
* At least two years of professional work experience in a customer service environment.
* Excellent verbal and writing skills.
* Technology literate and experienced in navigating multiple screens or web browsers at one time and proven ability to work independently in a remote work environment.
**Preferred Qualifications**
* TRICARE customer service experience.
* Contact center experience, including call center chat messaging.
* Military connectedness.
**Competencies**
* **Technical Skills**: Proficient data entry skills; ability to meet daily call and chat requirements.
* **Team-Building / Team Player**: Influence the actions and opinions of others in a positive direction and build group commitment.
* **Organizational Skills**: Ability to organize people or tasks, adjust to priorities, learn systems, within time constraints and with available resources; detail-oriented.
* **Information Management**: Ability to manage large amounts of complex information easily, communicate clearly, and draw sound conclusions.
* **High Intensity Environment**: Ability to function in a fast-paced environment with multiple activities occurring simultaneously while maintaining focus and control of workflow.
* **Empathy / Customer Service**: Customer-focused behavior; helping approach, including listening skills, patience, respect, and empathy for another's position.
* **Coping / Flexibility**: Resiliency in adapting to a variety of situations and individuals while maintaining a sense of purpose and mature problem-solving approach is required.
* **Computer Literacy**: Ability to function in a multi-system Microsoft environment using Word, Outlook, Intranet, the Internet, and department software applications.
* **Communication / People Skills**: Ability to influence or persuade others under positive or negative circumstances; adapt to different styles; listen critically; collaborate.
* **Commitment to Task**: Ability to conform to established policies and procedures; exhibit high motivation.
**Career Growth Opportunities & Learning Benefits**
At arenaflex, we're committed to helping our employees grow and develop their skills. As an Experienced Customer Service Representative – TRICARE Healthcare Support, you'll have access to:
* Continuous training and development opportunities to enhance your customer service skills and knowledge of TRICARE policies and procedures.
* Regular feedback and coaching to help you improve your performance and achieve your goals.
* Opportunities for career advancement and professional growth within our organization.
* A supportive and collaborative work environment that encourages teamwork and open communication.
**Work Environment & Company Culture**
arenaflex is a dynamic and fast-paced organization that values innovation, teamwork, and customer satisfaction. Our team is dedicated to making a difference in the lives of those who serve, and we're seeking like-minded individuals to join our mission. As an Experienced Customer Service Representative – TRICARE Healthcare Support, you'll be part of a collaborative and supportive team that's passionate about delivering exceptional customer service.
**Compensation, Perks, & Benefits**
We offer a competitive compensation package, including:
* Hourly rate: $18.25 - $22.00 per hour, plus an extra health and wellness fringe benefit of $4.57 per hour.
* Opportunities for overtime pay and bonuses.
* Comprehensive benefits package, including medical, dental, and vision insurance.
* Paid time off and holidays.
* Access to our employee assistance program and wellness initiatives.
**How to Apply**
If you're passionate about serving our nation's heroes and delivering exceptional customer service, we invite you to apply for the Experienced Customer Service Representative – TRICARE Healthcare Support position at arenaflex. Please submit your application, including your resume and cover letter, to [insert contact information]. We look forward to hearing from you!
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