**Experienced Customer Service Representative Lead – Remote in Multiple Arenaflex Locations**
Are you a customer service professional with a passion for delivering exceptional experiences and making a meaningful impact on people's lives? Do you thrive in a dynamic, fast-paced environment where no two days are ever the same? If so, we invite you to join our team at Arenaflex as a Customer Service Representative Lead. As a key member of our customer service team, you will play a vital role in providing compassionate, personalized support to our customers, while also serving as a resource and subject matter expert for your colleagues.
**About Arenaflex**
At Arenaflex, we are committed to delivering care, aided by technology, to help millions of people live healthier lives. Our team is dedicated to connecting people with the care, pharmacy benefits, data, and resources they need to feel their best. We believe that everyone deserves the opportunity to live their healthiest life, and we are passionate about advancing health equity on a global scale.
**Join Our Team**
As a Customer Service Representative Lead at Arenaflex, you will have the opportunity to make a real difference in the lives of our customers. You will be responsible for delivering an exceptional experience to between 50 to 70 callers per day, while also providing support to your team members as a resource or subject matter expert. This is a full-time, 40-hour per week position, with the flexibility to work any of our 8-hour shift schedules during our normal business hours of 6am to 6pm MST.
**Primary Responsibilities**
As a Customer Service Representative Lead, your primary responsibilities will include:
* Serving as a resource or Subject Matter Expert (SME) for other team members or internal customers
* Handling escalated calls, resolving more complex customer issues in a one and done manner
* Answering incoming phone calls from customers and identifying the type of assistance the customer needs
* Asking appropriate questions and listening actively to identify specific questions or issues while documenting required information in computer systems
* Intervening with care providers (doctor's offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance when needed
* Assisting customers in navigating Arenaflex websites and encouraging and reassuring them to become self-sufficient
* Owning problem through to resolution on behalf of the customer in real time or through comprehensive and timely follow-up with the member
* Researching complex issues across multiple databases and working with support resources to resolve customer issues and/or partnering with others to resolve escalated issues
* Providing education and status on previously submitted pre-authorizations or pre-determination requests
* Meeting the performance goals established for the position in the areas of efficiency, call quality, provider satisfaction, first call resolution, and attendance
**Required Qualifications**
To be successful in this role, you will need to possess the following qualifications:
* High School Diploma / GED
* Must be 18 years of age or older
* First Call Resolution experience
* 9 months of previous call center experience
* 2 years of customer service experience analyzing and solving customer problems or 2 years of experience in an office setting environment using the telephone and computer as the primary instruments to perform job duties
* Familiarity with computer and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications
* Ability to work full-time, Monday to Friday, with flexibility to work an 8-hour shift during the hours of 6:00am to 6:00pm MST. Mandatory overtime is required during peak season (first few weeks of January) and based on business need and weekends
**Preferred Qualifications**
While not required, the following qualifications are preferred:
* 1 year of Customer Service Representative (CSR) experience or 1 year of experience in an office setting, call center setting, or phone support role
**Telecommuting Requirements**
If you are located in Draper, UT, Cypress, CA, or Tampa, FL, you will have the flexibility to work remotely as a Customer Service Representative Lead. To be eligible for remote work, you must:
* Reside within one of the designated locations
* Ability to keep all company-sensitive documents secure (if applicable)
* Required to have a dedicated work area established that is separated from other living areas and provides information privacy
* Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service
**Soft Skills**
To succeed in this role, you will need to possess the following soft skills:
* Ability to multi-task duties as well as the ability to understand multiple products and multiple levels of benefits within each product
* Ability to work regularly scheduled shifts within our hours of operation, including the training period, where lunches and breaks are scheduled, with the flexibility to adjust daily schedule, and work over-time and/or weekends, as needed
* All employees working remotely will be required to adhere to Arenaflex's Telecommuter Policy.
**Compensation and Benefits**
As a Customer Service Representative Lead at Arenaflex, you will be rewarded with a competitive hourly rate, comprehensive benefits package, incentive and recognition programs, equity stock purchase, and 401k contribution (all benefits are subject to eligibility requirements). The hourly range for this role is $19.47 to $38.08 per hour, based on several factors including but not limited to local labor markets, education, work experience, certifications, etc.
**Join Our Team Today**
If you are a customer service professional with a passion for delivering exceptional experiences and making a meaningful impact on people's lives, we invite you to join our team at Arenaflex as a Customer Service Representative Lead. Apply now and take the first step towards a rewarding career with a company that is dedicated to advancing health equity on a global scale.