Experienced Customer Service Representative – Remote Opportunity with arenaflex
Job Summary:
Join arenaflex, a leading organization in the industry, as an Experienced Customer Service Representative. In this role, you will play a vital part in increasing customer satisfaction and retention by providing accurate, consistent, timely, and meaningful information to members, customers, patients, and providers. As a key member of our team, you will be responsible for handling member inquiries, resolving issues, and building rapport with current and prospective members in accordance with compliance guidelines.
About arenaflex:
arenaflex is a dynamic and innovative organization that is committed to delivering exceptional customer experiences. Our team is passionate about making a positive impact on the lives of our customers, and we are seeking like-minded individuals to join our ranks. As a remote Customer Service Representative, you will have the opportunity to work from the comfort of your own home, while still being an integral part of our team.
Key Responsibilities:
As an Experienced Customer Service Representative, you will be responsible for:
- Handling member inquiries regarding various topics, including:
+ Member Core: Facility Inquiry, Web Support, Promote Client, Order ID Card, Complaint, ID Card Inquiry, Service Review + Member Advance: Eligibility Inquiry, Benefit Inquiry, General, Complaint, Correspondence Inquiry, Add/Remove Dependent, Service Review, New Member Experience, Internal Regional Request, IVR Defaults + Medicare (For up to two (2) regions) + Premium Billing Enterprise: Billing Inquiry, Make Payment, Complaint, EFT Inquiry, General, Reinstatement Request, Service Review + Client Billing, 1095 Tax Form, SLP (escalations to Tier 3)
- Representing arenaflex by answering and documenting all incoming contacts to determine their nature and to respond to complex calls related to specialized product lines or queues
- Responding professionally to inquiries from internal/external customers
- Promoting, ensuring, and providing customer service to internal/external customers by demonstrating skills consistent with arenaflex's philosophy of providing extraordinary customer relations and quality service
- Initiating contact with the appropriate arenaflex, medical group, and facility personnel to obtain information relevant to the concern or inquiry as needed
- Evaluating data to determine and implement the appropriate course of action to resolve the complaint and/or coordinate service recovery
- Documenting conversations with members according to procedure
- Following established procedures to meet customer/member needs
- Required to effectively interact with diverse work units and relevant organizational departments
- Has substantial understanding of the assigned skills and applies knowledge and skills to complete a wide range of tasks
- Ability to understand relevant policies, processes, and customers
- Assists the department in meeting customer needs and reaching department expectations
- Completes required training and understands how to use tools available to recall necessary information
- Develops a full awareness of the way performance and actions affect members and arenaflex's performance guarantees (call handling, first call resolution, complaint resolution compliance, member retention, and return contact as warranted)
- Consistently supports compliance and the Principles of Responsibility by maintaining the privacy and confidentiality of information and protecting the assets of the organization
Requirements:
* High School Diploma or General Education Development (GED) required
- Minimum two (2) years of call center or customer service experience required (Healthcare preferred)
- Excellent written and verbal communication skills
- Demonstrated analytical and problem-solving skills
- Must be flexible to work weekends and a late shift that ends as late as 9 PM
- Internet must be hardwired (no Wi-Fi accepted)
- Must have strong internet speed and a quiet place for remote work
Shifts:
* Training: 8:00 AM - 4:30 PM Eastern Time
- Nesting: 9:30 AM – 6:00 PM Mountain Time
- Production Operation Hours: Monday – Friday 7:00 AM – 9:00 PM and Saturday – Sunday 8:00 AM – 7:00 PM (Pacific Time)
Additional Job Details:
* Workers are expected to be in attendance daily during/after training
- Training will be 3 months
- No time off during training - first 90 days of assignment
What We Offer:
* Competitive hourly rate of $21.63
- Opportunity to work from the comfort of your own home
- Flexible scheduling to accommodate your needs
- Comprehensive training program to ensure your success
- Collaborative and supportive team environment
- Opportunities for career growth and advancement
- Recognition and rewards for outstanding performance
How to Apply:
If you are a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you!
Note:
* Only those lawfully authorized to work in the designated country associated with the position will be considered.
- Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client’s business needs and requirements.
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