At arenaflex, we're redefining what it means to be a global leader in customer service and experience one interaction at a time. With a strong presence in the healthcare industry and locations in 18 countries around the world, we offer endless career opportunities from customer service, training, and tech support, to management, recruiting, and more. And we're proud to say over 70% of our leaders are promoted from within!
But that's not all...we also provide a full range of benefits to help our employees achieve financial, emotional, mental, and physical well-being, including supporting their own communities through Making Lives Better with arenaflex (MLBA). MLBA is our award-winning, in-house non-profit charity that's focused on empowering people through mission-focused work.
**Job Summary**
As a Remote Healthcare Customer Service Representative at arenaflex, you'll play a vital role in helping our clients address their customers' concerns, providing support, and resolving issues. You'll be the face of arenaflex, delivering exceptional patient experience and ensuring that our clients' customers receive the highest level of care and service.
**Responsibilities**
- Assist customers with issues and concerns they are experiencing during the use of our healthcare products and services
- Document call-related information for auditing and reporting purposes
- Maintain and update customer information as necessary
- Upsell current customers on new or enhanced healthcare services
- Collaborate with internal teams to resolve complex customer issues
- Provide timely and effective solutions to customer complaints and concerns
- Stay up-to-date on industry trends, regulatory requirements, and arenaflex's policies and procedures
- Participate in ongoing training and development to improve customer service skills and knowledge
**Key Performance Indicators (KPIs)**
- First Call Resolution (FCR) rate
- Customer Satisfaction (CSAT) score
- Net Promoter Score (NPS)
- Average Handling Time (AHT)
- After-Call Work (ACW) time
**Qualifications**
- High school diploma or equivalent
- Customer service experience in a healthcare setting (preferably)
- Strong computer navigational skills
- Familiarity with Microsoft Office applications (Word, Excel)
- Excellent oral and written communication skills
- Exceptional listening and comprehension skills
- Professional and courteous demeanor
- Customer-oriented mindset
- Ability to work in a fast-paced, dynamic environment
- Strong problem-solving and critical thinking skills
- Ability to adapt to changing priorities and deadlines
**Preferred Qualifications**
- Previous experience in a remote customer service role
- Knowledge of healthcare industry regulations and compliance
- Certification in customer service or a related field
- Bilingual or multilingual skills
**Work Environment**
- Ongoing usage of phone and computer systems
- Your Work At Home environment must be in a private residence, located at the address listed on your personnel file
- arenaflex will provide the equipment you need to conduct your work, which may include a webcam
- You will need to provide an Internet/Broadband Internet Connection - DSL or Cable only. No Satellite, Dial-up or Wireless Internet connections
- Your workstation must be connected directly to the Internet with proof that your ISP meets a minimum download speed of 10 Mbps and minimum upload speed of 3 Mbps
**Physical Demands**
- Constant sedentary work
**Benefits**
- Comprehensive health, dental, and vision coverage
- Paid Time Off (PTO)
- Paid holidays and sick time
- Optional daily pay or weekly pay
- 401K retirement plan
- Leadership programs
- Paid training and tuition reimbursement
- Employee discounts program, including groceries, travel, insurance, phone plans, health and wellness, and pet supplies
- Employee assistance program
- Additional voluntary benefits
**Career Growth Opportunities**
- arenaflex offers a range of career growth opportunities, from customer service to management and leadership roles
- Our leadership development programs are designed to help you succeed in your career and achieve your goals
- We offer ongoing training and development to help you improve your skills and knowledge
**Work-Life Balance**
- arenaflex understands the importance of work-life balance and offers flexible scheduling options to help you achieve a better balance between work and personal life
- We offer a range of benefits to help you manage stress and maintain your physical and mental well-being
**How to Apply**
- Place an application through our website
- Complete your online assessment
- Our team will review your application
- If selected to move forward, our team will follow up directly
**Disclaimer**
The above information on this description has been designed to indicate the general nature and level of work performed by employees in this classification.
We are only considering candidates and hiring for this position in the following states: Alabama, Arkansas, Florida, Georgia, Idaho, Iowa, Kansas, Maryland, Michigan, Missouri, Nebraska, New Jersey, North Carolina, Oklahoma, South Carolina, Tennessee, Texas, Utah, Virginia, and West Virginia.
arenaflex is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against based on disability.
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