Experienced Remote Customer Service Representative – Non Emergency Medical Transportation Program Support

Welcome to arenaflex

arenaflex is a leading GovCon Solutions and Services provider, dedicated to supporting Federal Agencies, State Governments, and Commercial Companies with mission-critical programs. Since 2008, we have been providing top-notch support around the globe, and we are now seeking talented individuals to join our team as Remote Customer Service Representatives. In this role, you will be the front-line representative and image of arenaflex, handling a variety of tasks that require excellent communication skills, attention to detail, and a passion for delivering top-quality customer service.

About the Role

We are currently supporting a Non Emergency Medical Transportation Program, and we have multiple Remote Customer Service Representative openings available. As a Remote Customer Service Representative, you will be responsible for handling incoming phone calls, general clerical tasks, data entry, processing picture IDs, handling customer requests, and providing administrative support. This is a unique opportunity to work from the comfort of your own home, while making a meaningful impact in the lives of our customers.

Key Responsibilities

• Handle inbound calls from Members, Clients, and Facilities to verify eligibility and coordinate non-emergent transportation and/or paratransit services utilizing transportation management systems in order to meet contract service levels
• Provide top-quality customer service experience to a diverse customer population, ensuring that all interactions are professional, courteous, and respectful
• Enter Customer Contact information into appropriate software systems, ensuring accuracy of data entries and maintaining up-to-date records
• Schedule trips in the most cost-effective manner, taking into account customer needs, transportation options, and budget constraints
• Meet job-specific key performance indicators and goals, consistently striving for excellence in all aspects of your work
• Respond to all inquiries within a timely and professional manner, providing clear and concise information to customers and stakeholders
• Respond and document customer complaints, ensuring that all issues are resolved promptly and efficiently
• Maintain daily customer scheduling for Eligibility staff, ensuring that all necessary information is accurate and up-to-date
• Collect, track, and maintain all monies collected for replacement IDs, adhering to established procedures and protocols
• Maintain confidentiality and comply with HIPAA regulations, ensuring that all customer information is protected and secure
• Communicate professionally with Leadership both internally and externally, providing regular updates and feedback on customer interactions and program performance
• Maintain program spreadsheets, ensuring that all data is accurate, complete, and up-to-date
• Regular attendance required for assigned shifts, with a commitment to reliability, punctuality, and flexibility

Requirements

To be successful in this role, you will need to meet the following requirements:

• High School Diploma or GED, with a strong foundation in English, mathematics, and communication skills
• Typing speed of 30 WPM or greater, with excellent keyboarding skills and attention to detail
• One year of customer service experience, with a proven track record of delivering top-quality service to diverse customer populations
• Six months of experience working in a customer service contact center, with a strong understanding of contact center operations and protocols
• Must be authorized to work in the United States, with a valid work permit or citizenship

Preferred Qualifications

While not required, the following qualifications are preferred:

• Previous experience working in a medical transportation or healthcare setting, with a strong understanding of medical terminology and procedures
• Experience with transportation management systems, with a strong understanding of logistics and scheduling principles
• Strong analytical and problem-solving skills, with the ability to think critically and make informed decisions
• Excellent communication and interpersonal skills, with the ability to build strong relationships with customers, colleagues, and stakeholders

Skills and Competencies

To be successful in this role, you will need to possess the following skills and competencies:

• Communication skills: Excellent verbal and written communication skills, with the ability to communicate effectively with diverse customer populations
• Customer service skills: Strong customer service skills, with a passion for delivering top-quality service and ensuring customer satisfaction
• Technical skills: Proficiency in Microsoft Office, with strong keyboarding skills and attention to detail
• Analytical skills: Strong analytical and problem-solving skills, with the ability to think critically and make informed decisions
• Time management skills: Excellent time management skills, with the ability to prioritize tasks, manage multiple projects, and meet deadlines

Career Growth Opportunities and Learning Benefits

At arenaflex, we are committed to the growth and development of our employees. As a Remote Customer Service Representative, you will have access to a range of training and development opportunities, including:

• Comprehensive training program, with a focus on customer service, communication, and technical skills
• Ongoing coaching and feedback, with regular performance evaluations and opportunities for growth and development
• Professional development opportunities, with access to industry conferences, workshops, and training sessions
• Career advancement opportunities, with the potential to move into leadership or specialized roles within the company

Work Environment and Company Culture

At arenaflex, we pride ourselves on our positive and supportive work environment. As a Remote Customer Service Representative, you will be working from the comfort of your own home, with the flexibility to manage your schedule and workload. Our company culture is built on the following values:

• Respect: We respect our customers, colleagues, and stakeholders, and strive to build strong relationships based on trust, empathy, and understanding
• Integrity: We operate with integrity, adhering to the highest standards of ethics, professionalism, and accountability
• Excellence: We strive for excellence in all aspects of our work, with a focus on quality, innovation, and continuous improvement
• Teamwork: We believe in the power of teamwork, with a collaborative and supportive approach to achieving our goals and objectives

Compensation, Perks, and Benefits

As a Remote Customer Service Representative at arenaflex, you will be eligible for a range of compensation, perks, and benefits, including:

• Competitive hourly rate of $16.02 per hour
• Comprehensive benefits package, including dental, health, and vision insurance
• Opportunities for career advancement and professional growth
• Flexible work arrangements, with the ability to work from home and manage your schedule
• Access to ongoing training and development opportunities

Conclusion

If you are a motivated and customer-focused individual, with a passion for delivering top-quality service and making a meaningful impact in the lives of others, we encourage you to apply for this exciting opportunity. As a Remote Customer Service Representative at arenaflex, you will be part of a dynamic and supportive team, with access to a range of training and development opportunities, competitive compensation and benefits, and a positive and supportive work environment. Don't miss out on this opportunity to join our team and make a difference in the lives of our customers. Apply today!