Experienced Remote Customer Service Representative – Government Agency Support

At arenaflex, we're committed to delivering exceptional customer service experiences that exceed our clients' expectations. As a seasoned Remote Customer Service Representative, you'll play a vital role in providing top-notch support to our clients, utilizing your exceptional communication skills, technical expertise, and problem-solving abilities to resolve complex issues and drive customer satisfaction.

About arenaflex

arenaflex is a leading provider of scalable workforce solutions, program management, and information processing services to government agencies across the United States. With over 21 years of experience, we've deployed thousands of employees for 70 agencies in 30+ states, consistently delivering high-quality and productive services. As an 8(a) minority-owned, service-disabled veteran-owned small business (SDVOSB), we're dedicated to fostering a culture of excellence, diversity, and inclusion.

Job Summary

We're seeking highly motivated and experienced Remote Customer Service Representatives to join our team. As a key member of our customer service team, you'll be responsible for responding to general to moderately complex telephone calls, troubleshooting and resolving customer issues, and providing exceptional support to our clients. If you're passionate about delivering outstanding customer experiences and possess excellent communication, problem-solving, and technical skills, we encourage you to apply for this exciting opportunity.

Responsibilities

As a Remote Customer Service Representative, your key responsibilities will include:

• Responding to general to moderately complex telephone calls and troubleshooting and resolving customer issues
• Answering telephone calls using an automated system and responding to general to moderately complex questions and/or forwarding calls to appropriate personnel
• Researching member or provider calls/inquiries and responding to appropriate parties in accordance with Service Level Agreements (SLAs)
• Recording calls in a Customer Relationship Management (CRM) ticketing solution, resolving customer requests/inquiries, and updating CRM history with results of inquiry (which includes proper documentation)
• Interfacing with team personnel, management, and customers in reference to customer service issues
• Conducting outbound calls to customers in response to customer direction or other business needs
• Responding to numerous phone inquiries daily
• Using standard call-center technology: telephones, e-mail, and web browsers
• Assisting callers in finishing online applications
• Filling out timesheets
• Adhering to privacy rules set forth by the programs we service
• Adhering to provided schedule
• Connecting callers with leadership as needed
• Maintaining up-to-date knowledge of regulations and policies as they apply to the various programs we service
• Reporting problems through an easy online system
• Responding to telephone inquiries within set time parameters
• Completing all assigned training as necessary

Requirements

To be successful in this role, you'll need:

• High School diploma or equivalent required
• Minimum one (1) year customer service experience required
• Must submit speed test via speedtest.net. Download speeds must be at least 60mbps and upload speed must be at least 6mbps
• Experience working with computer software, customer relationship management tools, and telephone technology
• Experience working with and skilled in the use of help desk software
• Ability to utilize problem-solving skills in complex situations
• Excellent communication skills, both written and oral
• Ability to work independently and as a team

Preferred Qualifications

While not required, the following qualifications are highly desirable:

• Experience working in a call center environment
• Familiarity with CRM software and ticketing systems
• Knowledge of government regulations and policies
• Experience working with diverse customer populations

Work Environment and Physical Requirements

As a remote customer service representative, you'll work from home, using your own computer and internet connection. You'll need:

• Prolonged sitting throughout the workday with occasional mobility required
• Corrected vision within the normal range
• Hearing within normal range. A device to enhance hearing may be provided if needed
• Must possess sufficient manual dexterity to skillfully operate an on-line computer terminal and other standard office equipment, including a financial calculator, personal computer, and telephone

Benefits and Compensation

As a valued member of our team, you'll enjoy:

• Competitive hourly rate of $18.00 per hour
• Medical, dental, vision, and 401(k) benefits available
• Opportunities for career growth and professional development
• A dynamic and supportive work environment

How to Apply

If you're passionate about delivering exceptional customer experiences and possess the skills and qualifications outlined above, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, through our online application portal.

Equal Opportunity Employer

arenaflex is an Equal Opportunity Employer. We're committed to fostering a diverse and inclusive work environment, and we welcome applications from qualified candidates of all backgrounds.

Reasonable Accommodation

If you require alternative methods of application or screening, please contact us directly to request this. We're committed to providing reasonable accommodations to ensure equal access to employment opportunities.

Texting Notice

We communicate with applicants by text in addition to email and phone. If you apply for this position, we may text you about this position, your application for the position, or other things relevant to this job position. If we text you and you no longer want us to text you, you can opt out at that time. Apply for this job