Experienced Customer Experience Representative – Inbound Support (Remote) at arenaflex

At arenaflex, we're dedicated to delivering exceptional customer experiences that exceed the expectations of our members and providers. As a key member of our customer support team, you'll play a vital role in providing top-notch service, resolving issues, and identifying opportunities to improve our services. If you're passionate about delivering outstanding customer experiences and have a knack for building rapport with customers, we want to hear from you!

About arenaflex

arenaflex is a nationwide Fortune 500 organization with a mission to provide quality healthcare to people receiving government assistance. We're committed to making a difference in the lives of others, and we're looking for talented individuals like you to join our team. As a remote employee, you'll have the flexibility to work from anywhere, while still being part of a highly engaged and team-oriented workforce.

Job Summary

As a Customer Experience Representative, you'll be responsible for providing exceptional service to our members and providers through various communication channels, including phone, chat, email, and off-phone work. You'll also conduct surveys related to health assessments and member/provider satisfaction, accurately document pertinent details, and demonstrate a strong ability to build rapport and respond to customers in an empathetic manner. If you're a customer service professional with a passion for delivering outstanding experiences, we encourage you to apply!

Key Responsibilities

* Provide service support to members and/or providers using one or more contact center communication channels and across multiple states and/or products, including phone, chat, email, and off-phone work supporting our Medicaid, Medicare, and/or Marketplace business.

• Conduct various surveys related to health assessments and member/provider satisfaction.
• Accurately document pertinent details related to Member or Provider inquiries.
• Ability to work regularly scheduled shifts within our hours of operation, where lunches and breaks are scheduled and work over-time and/or weekends, as needed.
• Demonstrate ability to quickly build rapport and respond to customers in an empathetic manner by identifying and exceeding customer expectations.
• Aptitude to listen attentively, capture relevant information, and identify Member or Provider's inquiries and concerns.
• Capable of meeting/exceeding individual performance goals established for the position in the areas of: Call Quality, Attendance, Adherence, and other Contact Center objectives.
• Able to proactively engage and collaborate with various Internal/External departments.
• Personal responsibility and accountability by taking ownership of providing resolutions in real time or through timely follow-up with the Member and/or Provider.
• Supports provider needs for basic inquiries and assistance involving member eligibility and covered benefits, Provider Portal, and status of submitted claims.
• Ability to effectively communicate in a professional setting.

Essential Qualifications

* High School Diploma or equivalent combination of education and experience

• 1-3 years of Sales and/or Customer Service experience in a fast-paced, high-volume environment
• Strong communication and interpersonal skills
• Ability to work in a team-oriented environment
• Proficiency in Microsoft Office and other relevant software applications

Preferred Qualifications

* Associate's Degree or equivalent combination of education and experience

• 1-3 years of experience in a customer service or sales role
• Familiarity with Genesys, Salesforce, Pega, QNXT, CRM, Verint, Kronos, Microsoft Teams, Video Conferencing, CVS Caremark, and Availity
• Experience working in a remote or virtual environment

Skills and Competencies

* Excellent communication and interpersonal skills

• Strong problem-solving and analytical skills
• Ability to work in a fast-paced, dynamic environment
• Strong attention to detail and organizational skills
• Ability to build rapport and respond to customers in an empathetic manner
• Proficiency in Microsoft Office and other relevant software applications

Career Growth Opportunities and Learning Benefits

At arenaflex, we're committed to helping our employees grow and develop their careers. As a Customer Experience Representative, you'll have opportunities to:

• Develop your skills and knowledge in customer service and sales
• Work with a talented team of professionals who are passionate about delivering exceptional customer experiences
• Participate in ongoing training and development programs to enhance your skills and knowledge
• Take on new challenges and responsibilities as you grow and develop in your role

Work Environment and Company Culture

As a remote employee, you'll have the flexibility to work from anywhere, while still being part of a highly engaged and team-oriented workforce. Our company culture is built on the values of:

• Customer Focus: We're committed to delivering exceptional customer experiences that exceed expectations.
• Teamwork: We work together to achieve our goals and support each other in our roles.
• Innovation: We're always looking for new and better ways to deliver services and improve our processes.
• Integrity: We operate with integrity and transparency in all our interactions.

Compensation, Perks, and Benefits

arenaflex offers a competitive benefits and compensation package, including:

• Hourly pay rate: $20.29 - $28.82
• Opportunities for overtime and bonuses
• Comprehensive benefits package, including medical, dental, and vision insurance
• 401(k) retirement plan with company match
• Paid time off and holidays
• Professional development opportunities and training programs

How to Apply

If you're a customer service professional with a passion for delivering outstanding experiences, we encourage you to apply! Please submit your application through our website, including your resume and a cover letter outlining your experience and qualifications.

Equal Opportunity Employer

arenaflex is an Equal Opportunity Employer (EOE) and welcomes applications from diverse candidates. We're committed to creating an inclusive and diverse work environment that reflects the communities we serve.

Job Type

Full-time

Posting Date

11/22/2024 Apply Job! Apply for this job