At arenaflex, we're on a mission to deliver exceptional support to our military and their families. As a seasoned customer care professional, you'll play a vital role in helping us achieve this goal. We're seeking experienced contact center professionals for full-time, remote positions as inbound benefit support representatives. This role involves handling calls from TRICARE beneficiaries, with our next new hire class beginning on February 18, 2025.
**About arenaflex**
arenaflex is a certified Service-Disabled Veteran and Minority-Owned company, founded as an information technology company in 2008. Over time, we have expanded to provide job opportunities for Veterans, Veteran Spouses, and Veteran Caregivers in customer engagement roles, handling inbound calls, emails, chats, and web messages for both commercial and government entities. Our mission is to support a multi-year agreement by providing "Veteran-Centric" at-home customer engagement representatives, supervisors, quality assurance specialists, trainers, and operations managers. These roles require experience in automated call center environments.
**Eligibility Requirements**
To be eligible for this role, you must:
* Be a U.S. Citizen residing in Alabama, Georgia, Kentucky, New Mexico, North Carolina, Oklahoma, South Carolina, Texas, or Southern Virginia.
* Have prior call center or customer service experience.
* Be a Retired Veteran or Military Spouse, as we strongly encourage these individuals to apply due to the military benefits focus of the training and TRICARE calls.
**Job Highlights**
* Long-term, full-time employment (not seasonal or contract-based).
* Seven weeks of paid training to prepare you for success.
* Competitive benefits, including:
+ 11 paid holidays
+ Paid time off
+ Healthcare coverage
+ Long- and short-term disability
+ Term life insurance
+ 401K retirement plan
**Requirements for Success**
To excel in this role, you'll need:
* Recent experience in at-home call center support, with a history of quality call scoring and excellent attendance.
* Pre-employment background checks will be conducted, including U.S. citizenship verification.
* A personal PC or laptop with a wired internet connection is required for this role. You must be able to connect to the client environment within five (5) minutes. Additional equipment will be provided to meet security requirements for your home office.
* Availability for pre-interview sessions in late January 2025.
**Job Duties Include**
As a Remote Inbound Benefit Support Representative, you'll:
* Respond to caller questions via telephone and written correspondence regarding benefits, contracts, eligibility, and claims.
* Successfully complete five weeks of paid virtual (at-home) training and apply learned skills on the job.
* Operate a PC to extract information, document inquiries, and track activities in the database.
* Thoroughly document inquiry outcomes for accurate tracking and analysis.
* Coordinate with team members to ensure timely handling of TRICARE member requests.
* Work under the supervision of a virtual (at-home) supervisor to answer questions and escalate complex issues when necessary.
* Meet quality, member experience, and first-time resolution objectives while responding to customer needs.
* Maintain a productive work environment and proactively address issues such as internet connectivity challenges.
**Desired Skills and Experience**
We're looking for individuals with:
* Prior customer service experience, preferably in a call center handling inbound calls, emails, or chat.
* A genuine desire to support customers with the highest level of quality and accuracy.
* Ability to work from home Monday through Friday, between 8:00 AM and 7:00 PM Eastern Time.
**Compensation and Benefits**
* During training, employees are paid a flat rate. After training, pay increases.
* Employees are eligible for benefits, including medical, dental, vision, FSA, 401K, and paid time off after 60 days of employment.
* Employees who choose to maintain their existing medical benefits can allocate benefit dollars to other available options.
**Requirements**
To be considered for this role, you must:
* Have excellent communication skills: ability to adapt to new and different situations, interpret the behavior of others, engage in difficult conversations with ease, and effectively defuse and resolve conflict.
* Possess a strong aptitude for serving military members and their beneficiaries with care, empathy, accuracy, and quality when addressing inquiries about TRICARE benefits.
* Have customer service experience, with call center experience being ideal.
* Demonstrate predictable and reliable attendance.
* Exhibit a highly developed sense of integrity and commitment to customer satisfaction.
* Be able to work effectively as a team player.
* Pass a drug screen and background check.
* Attend and successfully complete 8 weeks of paid training.
* Hold a high school diploma or equivalent.
* Be a U.S. Citizen and reside in Alabama, Georgia, Kentucky, New Mexico, Oklahoma, South Carolina, or Texas for this role.
* Possess proficiency in MS Windows and other computer applications.
* Provide your own computer and monitor with a wired high-speed DSL or cable modem connection for a home office (Satellite internet, mobile internet, or hotspots are not permitted).
**Minimum Computer Requirements**
To ensure a successful work environment, you'll need:
* Internet Speed: Minimum download/upload speed of 40 Mbps/20 Mbps.
* Processor: 2 GHz 64-bit processor or higher.
* RAM: 8 GB required (higher recommended).
* Disk Space: At least 20 GB of available disk space.
* Operating System: Microsoft or Apple-supported OS.
* Browser: Microsoft-supported or Google Chrome browser.
* Citrix Receiver: Version 4.1 or higher (must be able to update to newer versions as required).
* Connection: Internet router or modem must allow a PC to connect via Ethernet cable (Wi-Fi is not permitted).
* Chromebooks are not compatible with this role.
**How to Apply**
Apply online for immediate consideration for the new hire class beginning February 18, 2025. To ensure your application is reviewed:
* Answer all six application questions.
* Complete the application fully.
* Upload your resume and an image of your internet speed test.
Only fully completed applications will be reviewed.
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