Experienced Customer Service Representative I - Remote

Join arenaflex, a visionary company pioneering an emerging health-care movement that empowers people with disabilities and those aging to live independent and quality lives. Made possible by our amazing team, arenaflex provides technology and financial services to aid individuals and their families to thrive in their home and communities. Partnered with government agencies and fortune 500 managed care organizations across the country, we are dedicated to creating exceptional outcomes for our clients and the millions of people that count on them. We are a highly organized company that offers a solid work/life balance, autonomy, generous paid time off, bonus potential, and career advancement opportunities. Our staff make long-lasting impact on the lives of people every day.

About the Role

As an Experienced Customer Service Representative I at arenaflex, you will be a primary customer-facing employee who provides assistance and support for individuals self-directing Medicaid services in the home and the caregivers for those individuals. You will be knowledgeable of specific rules and qualifications of the programs arenaflex supports. Using your knowledge of products or services as well as great customer service skills, you will promptly and accurately address issues, provide support and information to ensure customer satisfaction. You will also maintain very good knowledge of company systems and sensitive information/PHI handling procedures.

Responsibilities

* Handle 40+ inbound and outbound calls, with the ability to determine needs and provide one call resolution

• Communicate effectively with a range of individuals with varying educational levels, disabilities, and communication styles
• Respond to customer inquiries with timely and accurate information
• Use person-centered techniques in all participant interactions
• Receive inquiries about arenaflex services, how to enroll on the program, and program guidelines and requirements
• Provide information on self-direction to assure that each individual is able to make informed decisions about their care
• Assist individuals in completing paperwork or understanding Program requirements
• Represent arenaflex in all interactions with the public by providing quality service to internal staff and external clients
• Ensure privacy of our customers remains the utmost importance
• Initiate required action for response to caller requests, including the need for additional support by other arenaflex staff or requests for documents, and communicate such requests to the proper department
• Recognize the need for additional services required by the caller
• Ensure the satisfaction of callers and professional handling of difficult or unusual situations
• Conduct follow-up phone calls for quality and satisfaction
• Participate in development, training, and other departmental meetings and adhere to corporate policies that concern the customer service department
• Access arenaflex software in order to retrieve information to answer inquiries and to update contact notes and other information into digital case records
• Requires additional duties as assigned
• Reports directly to the Customer Service Supervisor
• Adhere to all remote work policies and procedures

Key Qualifications

* Customer Strong – Make a WOW difference for our customers

• Me to We – Take accountability to trust, collaborate and partner
• Own it! See a need and act
• Be Bold: Challenge the status quo
• Listen to Advocate: What matters to you, matters to us
• Think it Through: Proactively deliver solutions focused on doing the right thing

Job Grade Characteristics

CSR I: This is the entry-level grade in the Customer Support grouping. This entry-level role provides a strong foothold into our organization. Incumbents of this grade perform a range of customer support work that does not require prior experience. Generally, additional assistance is required in performing tasks. Individuals in this grade are expected to provide a basic level of support commensurate with their knowledge, skills and abilities. Assigned responsibilities and breadth of knowledge increase with experience, may be reasonable to expect promotion to next higher grade. A CSR is expected to work productively even in the absence of the Supervisor.

Essential Functions

* Communicates effectively with a range of individuals with varying educational levels, disabilities, and communication styles

• Respond to customer inquiries with timely and accurate information
• Uses person-centered techniques in all participant interactions
• Receives inquiries about arenaflex services, how to enroll on the program, and program guidelines and requirements
• Provides information on self-direction to assure that each individual is able to make informed decisions about their care
• Assists individuals in completing paperwork or understanding Program requirements
• Represents arenaflex in all interactions with the public by providing quality service to internal staff and external clients
• Ensures privacy of our customers remains the utmost importance
• Initiates required action for response to caller requests, including the need for additional support by other arenaflex staff or requests for documents, and communicate such requests to the proper department
• Recognizes the need for additional services required by the caller
• Ensures the satisfaction of callers and professional handling of difficult or unusual situations
• Conducts follow-up phone calls for quality and satisfaction
• Participates in development, training, and other departmental meetings and adheres to corporate policies that concern the customer service department
• Accesses arenaflex software in order to retrieve information to answer inquiries and to update contact notes and other information into digital case records
• Requires additional duties as assigned
• Reports directly to the Customer Service Supervisor
• Adhere to all remote work policies and procedures

Education and/or Experience

Any combination of education and/or experience that has provided the knowledge, skills and abilities necessary for satisfactory job performance. Can include a combination of high school graduate or equivalent and:

• One year of experience performing customer support activities, preferably in a call center
• Working knowledge of contact with the public and telephone; modern office procedures and methods
• Good verbal and written communication skills
• Ability to electronically document records to a web-based chart
• Intermediate skills with Microsoft Office, email and internet
• Good problem-solving and listening skills
• Must exhibit the ability to work with the public under stressful circumstances in a fair, calm, and understanding manner and obtain positive results
• Skill in the operation of a variety of office equipment, including computer and networks
• CRM experience and/or Medicaid experience a plus
• Bilingual skills a plus

Work Environment and Company Culture

As a remote employee, you will have the flexibility to work from the comfort of your own home. Our company culture values autonomy, work-life balance, and career advancement opportunities. We offer a solid work/life balance, generous paid time off, bonus potential, and career advancement opportunities. Our staff make long-lasting impact on the lives of people every day.

Compensation, Perks, and Benefits

We offer a competitive salary and benefits package, including:

• Competitive salary
• Generous paid time off
• Bonus potential
• Career advancement opportunities
• Comprehensive benefits package
• Professional development opportunities

How to Apply

If you are a motivated and customer-focused individual who is passionate about making a difference in the lives of people with disabilities and those aging, we encourage you to apply for this exciting opportunity. Please submit your application through our website. Apply Job!

Equal Employment Opportunity

arenaflex, Inc. is an Equal Employment Opportunity (EEO) employer and does not discriminate in any employer/employee relations based on race, color, religion, sex, sexual orientation, gender identity and expression, national origin, age, marital status, disability, veteran status, genetic information or any other basis. Apply for this job