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

🌍 Remote, USA 💹 Full-time 🕐 Posted Recently

Job Description

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.