Experienced Customer Service Representative Team Lead - National Remote
Are you a customer service professional with a passion for delivering exceptional experiences and leading high-performing teams? Do you thrive in a dynamic, fast-paced environment where no two days are the same? If so, we invite you to join arenaflex, a leading healthcare organization dedicated to improving health outcomes and advancing health equity on a global scale. As an Experienced Customer Service Representative Team Lead at arenaflex, you will play a critical role in driving customer satisfaction and loyalty while leading a team of customer service representatives. You will be responsible for providing exceptional customer service, resolving complex issues, and developing and implementing strategies to improve customer experience. Your leadership skills, technical expertise, and passion for delivering exceptional service will make you an invaluable asset to our team.
About arenaflex
arenaflex is a global organization that delivers care, aided by technology to help millions of people live healthier lives. We are a fast-growing company that is committed to advancing health equity and improving health outcomes. Our culture is guided by diversity and inclusion, and we are dedicated to creating a workplace that is inclusive, supportive, and empowering.
Job Summary
We are seeking an Experienced Customer Service Representative Team Lead to join our team in a national remote position. As a Team Lead, you will be responsible for leading a team of customer service representatives, providing exceptional customer service, resolving complex issues, and developing and implementing strategies to improve customer experience. You will work closely with our Care Coordination team to provide referrals to providers/agencies in Salt Lake County to Medicaid eligible consumers.
Responsibilities
* Lead a team of customer service representatives, providing guidance, coaching, and feedback to ensure exceptional customer service and high performance
- Provide exceptional customer service, resolving complex issues and addressing customer concerns in a timely and professional manner
- Develop and implement strategies to improve customer experience, including process improvements and training programs
- Collaborate with the Care Coordination team to provide referrals to providers/agencies in Salt Lake County to Medicaid eligible consumers
- Utilize a computer database to verify Medicaid eligibility and provide additional information to customers as needed
- Complete additional administrative tasks as assigned to support the Care Coordination team
- Work closely with other departments to resolve issues and improve customer experience
- Participate in on-call rotation and provide support to the team during off-hours
Requirements
* High School Diploma or equivalent required; Bachelor's degree preferred
- 2+ years of customer service experience, preferably in the insurance, medical, behavioral health, or financial technology industry
- Strong leadership and management skills, with experience leading a team of customer service representatives
- Excellent communication and interpersonal skills, with the ability to work with diverse stakeholders
- Ability to work in a fast-paced environment, with multiple priorities and deadlines
- Strong problem-solving and analytical skills, with the ability to resolve complex issues
- Familiarity with computer and Windows PC applications, including the ability to learn new and complex computer system applications
- Ability to work any of our 8-hour shift schedules during our normal business hours of 8:00 AM - 11:00 PM EST from Sunday - Saturday (October - March) and 8:00 AM - 11:00 PM EST from Monday - Friday (April - September)
- Ability to work occasional overtime as needed
Preferred Qualifications
* Familiarity working with Financial Health Technology
- Experience working in a healthcare or insurance environment
- Strong knowledge of Medicaid and other government programs
- Experience leading a team in a remote or virtual environment
Telecommuting Requirements
* 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
* Strong organizational skills, with the ability to prioritize tasks and manage multiple projects
- Ability to understand multiple services and multiple benefit plans for Medicaid
- Ability to multi-task and work in a fast-paced environment
- Strong problem-solving and analytical skills, with the ability to resolve complex issues
- Excellent communication and interpersonal skills, with the ability to work with diverse stakeholders
Compensation and Benefits
* Competitive salary, with a range of $19.47 - $38.08 per hour, based on experience and qualifications
- Comprehensive benefits package, including medical, dental, and vision insurance
- Incentive and recognition programs, including bonuses and awards
- Equity stock purchase and 401k contribution
- Opportunities for career growth and professional development
Application Deadline
This job posting will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.
Diversity and Inclusion
arenaflex is an Equal Employment Opportunity / Affirmative Action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.
Drug-Free Workplace
arenaflex is a drug-free workplace, and candidates are required to pass a drug test before beginning employment.
Apply Now
Don't hesitate to apply! We value a great attitude and a willingness to learn above all. Submit your application today and join our team of dedicated professionals who are passionate about delivering exceptional customer service and advancing health equity on a global scale. Apply To This Job Apply for this job