Experienced Customer Service Advocate I – First-Line Support Specialist for Member and Provider Inquiries at arenaflex

Introduction to arenaflex and the Industry

arenaflex is a diversified, national organization that is committed to making a positive impact on the lives of its 28 million members. As a leader in the industry, arenaflex offers a unique blend of competitive benefits, workplace flexibility, and opportunities for growth and development. The customer service team at arenaflex plays a critical role in delivering exceptional support to members and providers, and we are seeking a talented and compassionate individual to join our team as a Customer Service Advocate I.

Job Summary

The Customer Service Advocate I position is an entry-level role that serves as the first-line advocate for resolving inquiries, issues, or concerns for members and/or providers. As a key member of our customer service team, you will leverage a variety of communication channels to provide timely, accurate, and personalized support on routine complaints. Your goal will be to mitigate and prevent complaints from being escalated, resolve basic problems, and provide exceptional customer service in a high-paced contact center environment.

Key Responsibilities

• Receives and responds to routine member and/or provider inquiries, requests, and/or concerns in an accurate and timely manner
• Mitigates and prevents complaints from being escalated to resolve in initial contact
• Serves as the front-line resolution advocate on various member and/or provider inquiries, requests, or concerns
• Resolves 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
• Maintains performance and quality standards based on established contact center metrics
• Provides customer service in a high-paced contact center environment over the phone, via live chats, and emails
• Documents all member or provider information and communications for quality and performance tracking through the Customer Relationship Management (CRM) applications
• Remains up-to-date and adheres to quality standards, regulation, and all other policies to ensure quality, consistency, and compliance
• Performs other duties as assigned
• Complies with all policies and standards

Essential and Preferred Qualifications

To be successful in this role, you will need to have a High School diploma or GED. This is an entry-level position that typically requires little or no previous experience. However, experience interacting and multitasking using multiple systems and programs simultaneously is preferred. You should be a strong communicator with excellent problem-solving skills, a positive attitude, and a passion for delivering exceptional customer service.

Skills and Competencies

• Excellent communication and interpersonal skills
• Strong problem-solving and analytical skills
• Ability to work in a fast-paced environment and prioritize multiple tasks
• Proficiency in using multiple systems and programs simultaneously
• Strong attention to detail and ability to maintain accuracy
• Ability to work effectively in a team environment
• Strong customer service skills and ability to provide personalized support

Career Growth Opportunities and Learning Benefits

At arenaflex, we are committed to the growth and development of our employees. As a Customer Service Advocate I, you will have access to comprehensive training and development programs, as well as opportunities for advancement within the company. You will also have the chance to work with a talented and diverse team of professionals who are passionate about delivering exceptional customer service.

Work Environment and Company Culture

arenaflex offers a dynamic and supportive work environment that is committed to diversity, equity, and inclusion. We value the unique perspectives and experiences that our employees bring to the table, and we are dedicated to creating a workplace culture that is inclusive, respectful, and empowering. As a Customer Service Advocate I, you will be part of a team that is passionate about making a positive impact on the lives of our members and providers.

Compensation, Perks, and Benefits

arenaflex offers a comprehensive benefits package that includes competitive pay, health insurance, 401K and stock purchase plans, tuition reimbursement, paid time off plus holidays, and a flexible approach to work with remote, hybrid, field, or office work schedules. The pay range for this position is $15.68 - $22.54 per hour, and actual pay will be adjusted based on an individual's skills, experience, education, and other job-related factors permitted by law. Total compensation may also include additional forms of incentives.

Conclusion

If you are a motivated and compassionate individual who is passionate about delivering exceptional customer service, we encourage you to apply for the Customer Service Advocate I position at arenaflex. This is a unique opportunity to join a talented and diverse team of professionals who are committed to making a positive impact on the lives of our members and providers. As a Customer Service Advocate I, you will have the chance to develop your skills, advance your career, and be part of a company that values diversity, equity, and inclusion. Apply today to join the arenaflex team and start making a difference in the lives of others!