Experienced Customer Service Advocate for Remote Position - Delivering Exceptional Support and Resolution Services to Members and Providers

Introduction to arenaflex

arenaflex is a leading organization dedicated to providing top-notch services to its members and providers. As a customer-centric company, we strive to deliver exceptional support and resolution services, ensuring that every interaction with our team is timely, accurate, and personalized. We are now seeking a highly skilled and motivated Customer Service Advocate to join our remote team, working from the comfort of your own home in Illinois. This is a contract-to-hire position with a 1-year contract, offering a competitive hourly rate of $19.

Job Overview

As a Customer Service Advocate at arenaflex, you will serve as the first-line advocate for our members and providers, focusing on resolving inquiries, issues, or concerns in a professional and efficient manner. You will leverage various communication channels, including phone, live chats, and emails, to provide timely and personalized support. Your primary goal will be to mitigate and prevent complaints from being escalated, resolving issues in the initial contact whenever possible.

Key Responsibilities

• Receive and respond to routine member and provider inquiries, requests, and concerns in an accurate and timely manner
• Mitigate and prevent complaints from being escalated to resolve in initial contact
• Serve as the front-line resolution advocate on various member and provider inquiries, requests, or concerns
• Resolve basic problems by communicating the requested information regarding the assessment of the member or provider needs, understanding the cause, and determining if problems need to be routed to other departments for further resolution
• Maintain performance and quality standards based on established contact center metrics
• Provide customer service in a high-pace contact center environment over the phone, via live chats, and emails
• Document all member or provider information and communications for quality and performance tracking through the Customer Relationship Management (CRM) applications
• Remain up-to-date and adhere to quality standards, regulations, and all other policies to ensure quality, consistency, and compliance

Requirements and Qualifications

To be successful in this role, you will need to possess the following essential qualifications:

• High School Diploma or GED
• 0-2 years of Call Center/Customer Service experience
• Problem-solving and critical thinking skills
• Ability to multi-task and work independently from home with minimal distractions
• Interpersonal skills

Preferred qualifications include:

• 2 years of call center experience
• 2 years of claims experience
• Medicaid knowledge
• Previous experience with Microsoft computer applications
• Previous experience working remotely using multiple applications and screens

Skills and Competencies

To excel in this role, you will need to demonstrate the following skills and competencies:

• Excellent communication and interpersonal skills
• Strong problem-solving and critical thinking skills
• Ability to work in a fast-paced environment and adapt to changing situations
• Strong attention to detail and ability to maintain accuracy in a high-volume environment
• Ability to work independently and as part of a remote team
• Strong technical skills, including proficiency in Microsoft Office and CRM applications

Career Growth and Learning Opportunities

At arenaflex, we are committed to the growth and development of our team members. As a Customer Service Advocate, you will have access to ongoing training and development opportunities, including:

• Comprehensive onboarding program to ensure your success in the role
• Ongoing coaching and feedback to help you achieve your performance goals
• Opportunities for professional development and career advancement
• Access to industry-leading training and development programs

Work Environment and Company Culture

arenaflex is a dynamic and supportive work environment that values its employees and recognizes the importance of work-life balance. As a remote team member, you will enjoy the flexibility of working from home, with the support of a dedicated team and access to the latest technology and tools. Our company culture is built on the following core values:

• Customer-centricity: We are dedicated to delivering exceptional service and support to our members and providers
• Integrity: We operate with honesty, transparency, and ethics in all our interactions
• Respect: We value and respect our employees, members, and providers, and recognize the importance of diversity and inclusion
• Innovation: We are committed to innovation and continuous improvement, and encourage our team members to think creatively and develop new solutions

Compensation, Perks, and Benefits

arenaflex offers a competitive compensation package, including:

• Hourly rate of $19
• Comprehensive benefits package, including medical, dental, and vision coverage
• 401(k) retirement plan with company match
• Paid time off and holidays
• Opportunities for professional development and career advancement

Conclusion

If you are a motivated and customer-focused individual with a passion for delivering exceptional service and support, we encourage you to apply for this exciting opportunity to join our team at arenaflex. As a Customer Service Advocate, you will play a critical role in resolving inquiries, issues, and concerns for our members and providers, and will have the opportunity to develop your skills and advance your career in a dynamic and supportive work environment. Apply now to take the first step towards an exciting and rewarding career with arenaflex!