Experienced Customer Service Advocate I – Remote Member Support and Resolution Specialist

Welcome to arenaflex: Where Compassion Meets Innovation

At arenaflex, we're dedicated to transforming the lives of our 28 million members by providing exceptional customer service and support. As a diversified, national organization, we offer a unique blend of competitive benefits, flexible work arrangements, and a dynamic work environment that fosters growth and development. If you're passionate about making a difference in people's lives, we invite you to join our team as a Customer Service Advocate I.

Job Overview

In this critical role, you'll serve as the first-line advocate for our members and providers, resolving inquiries, issues, and concerns in a timely, accurate, and personalized manner. You'll leverage various communication channels to provide exceptional support, ensuring that our members and providers receive the best possible experience. As a remote worker, you'll enjoy the flexibility of working from home, with a set schedule of 8AM-5PM CST, and must reside in Missouri.

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 by resolving issues in the initial contact
• Serve as the front-line resolution advocate for various member and provider inquiries, requests, or concerns
• Resolve basic problems by communicating requested information, assessing 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-paced 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 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
• Perform other duties as assigned and comply with all policies and standards

Requirements and Qualifications

To succeed in this role, you'll need:

• A High School diploma or GED
• Entry-level experience, with little or no previous experience required
• Preferred experience interacting and multitasking using multiple systems and programs simultaneously

We're looking for individuals who are passionate about delivering exceptional customer service, with excellent communication and problem-solving skills. If you're a team player who is adaptable, flexible, and eager to learn, we encourage you to apply.

Skills and Competencies

To excel in this role, you'll need to possess:

• Excellent communication and interpersonal skills
• Strong problem-solving and analytical skills
• Ability to work in a fast-paced environment and prioritize tasks effectively
• Basic computer skills and familiarity with CRM applications
• Strong attention to detail and ability to maintain accuracy in a high-volume environment

Career Growth and Development

At arenaflex, we're committed to helping our employees grow and develop in their careers. As a Customer Service Advocate I, you'll have access to:

• Comprehensive training programs to enhance your skills and knowledge
• Opportunities for career advancement and professional growth
• A dynamic and supportive work environment that fosters collaboration and innovation
• Flexible work arrangements, including remote and hybrid options

Work Environment and Company Culture

At arenaflex, we pride ourselves on our diverse and inclusive work environment. We're committed to creating a workplace culture that values and respects individual differences, and promotes a sense of belonging and community. As an employee, you'll enjoy:

• A collaborative and supportive team environment
• Opportunities for social responsibility and community engagement
• A comprehensive benefits package, including competitive pay, health insurance, 401K, and stock purchase plans
• Tuition reimbursement, paid time off, and holidays

Compensation and Benefits

We offer a competitive hourly rate of $15.68 - $22.54, with actual pay adjusted based on individual skills, experience, education, and other job-related factors. Our comprehensive benefits package includes:

• Competitive pay and bonuses
• Health insurance and wellness programs
• 401K and stock purchase plans
• Tuition reimbursement and education assistance
• Paid time off, holidays, and flexible work arrangements

Diversity, Equity, and Inclusion

At arenaflex, we're committed to diversity, equity, and inclusion. We believe that our differences are what make us stronger, and we're dedicated to creating a workplace culture that values and respects individual differences. We're an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other characteristic protected by applicable law.

Conclusion

If you're passionate about delivering exceptional customer service and making a difference in people's lives, we invite you to join our team at arenaflex. As a Customer Service Advocate I, you'll have the opportunity to work in a dynamic and supportive environment, with a comprehensive benefits package and opportunities for career growth and development. Apply now to take the first step in your journey with arenaflex!