Senior Customer Service Representative - National Remote

Are you a customer service professional with a passion for delivering exceptional experiences and making a meaningful impact on people's lives? Do you thrive in a dynamic, fast-paced environment where no two calls are ever the same? If so, we invite you to join arenaflex as a Senior Customer Service Representative, where you'll have the opportunity to work remotely and make a real difference in the lives of our customers. At arenaflex, we're committed to helping people live healthier lives and making the health system work better for everyone. Our team of dedicated professionals is passionate about delivering exceptional customer service and making a positive impact on our customers' lives. As a Senior Customer Service Representative, you'll be at the forefront of this mission, working closely with customers to resolve complex issues and provide personalized support.

About arenaflex

arenaflex is a global organization that delivers care, aided by technology to help millions of people live healthier lives. We're a company that values diversity and inclusion, and we're committed to creating a culture that's guided by these principles. Our team is comprised of talented individuals from diverse backgrounds, and we're proud to offer a comprehensive benefits package, career development opportunities, and a supportive work environment.

Job Summary

As a Senior Customer Service Representative, you'll be responsible for delivering exceptional customer experiences to between 50 to 70 callers per day. You'll work closely with customers to resolve complex issues, provide personalized support, and make recommendations to improve their overall experience. You'll also serve as a resource and subject matter expert for your team members, providing guidance and support to help them resolve customer issues.

Key Responsibilities

* Serve as a resource or Subject Matter Expert (SME) for other team members or internal customers

• Handle escalated calls, resolving more complex customer issues in a one and done manner
• Answer incoming phone calls from customers and identify the type of assistance the customer needs (i.e., benefit and eligibility, billing and payments, authorizations for treatment and explanation of benefits (EOBs)
• Ask appropriate questions and listen actively to identify specific questions or issues while documenting required information in computer systems
• Intervene with care providers (doctor's offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance when needed
• Assist customers in navigating arenaflex websites and encourage and reassure them to become self-sufficient
• Own problem through to resolution on behalf of the customer in real time or through comprehensive and timely follow-up with the member
• Research complex issues across multiple databases and work with support resources to resolve customer issues and/or partner with others to resolve escalated issues
• Provide education and status on previously submitted pre-authorizations or pre-determination requests
• Meet the performance goals established for the position in the areas of: efficiency, call quality, provider satisfaction, first call resolution, and attendance

Requirements

* High School Diploma / GED

• Must be 18 years of age OR older
• Familiarity with computer and Windows PC applications, which includes the ability to learn new and complex computer system applications
• Ability to successfully complete the Customer Service training classes and demonstrate proficiency of the material
• Ability to work any full-time (40 hours / week), 8-hour shift between the hours of Sun – Sat 8am-11pm EST (October - March) and shift Mon – Fri 8am – 11pm EST (April – September). It may be necessary, given the business need, to work occasional overtime.

Preferred Qualifications

* 1 year of Customer Service Representative (CSR) experience OR 1 year of experience in an office setting, call center setting, OR phone support role

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 arenaflex approved high-speed internet connection or leverage an existing high-speed internet service

Soft Skills

* Ability to multi-task duties as well as the ability to understand multiple products and multiple levels of benefits within each product

• Ability to work regularly scheduled shifts within our hours of operation including the training period, where lunches and breaks are scheduled, with the flexibility to adjust daily schedule, and work over-time and/or weekends, as needed

Compensation and Benefits

* Hourly range for this position is $16.54 - $32.55 per hour. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc.

• arenaflex complies with all minimum wage laws as applicable.
• In addition to your salary, arenaflex offers benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements).

Why Join arenaflex?

* arenaflex is a global organization that delivers care, aided by technology to help millions of people live healthier lives.

• We're a company that values diversity and inclusion, and we're committed to creating a culture that's guided by these principles.
• Our team is comprised of talented individuals from diverse backgrounds, and we're proud to offer a comprehensive benefits package, career development opportunities, and a supportive work environment.
• 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.

How to Apply

If you're a motivated and customer-focused individual who is passionate about delivering exceptional experiences, we invite you to apply for this exciting opportunity. Please submit your application through our website, and we'll be in touch to discuss your qualifications further.

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. Candidates are required to pass a drug test before beginning employment. Apply for this job