Experienced Customer Service Representative Lead - Remote in Multiple Arenaflex Locations

Are you a customer-centric professional with a passion for delivering exceptional experiences? Do you thrive in a dynamic environment where no two days are the same? Look no further! Arenaflex is seeking an Experienced Customer Service Representative Lead to join our team of dedicated professionals who are committed to making a meaningful impact on the lives of millions of people worldwide. As a Customer Service Representative Lead at Arenaflex, you will be the face of our organization, providing compassionate and personalized support to our customers. You will be responsible for delivering an exceptional experience to between 50 to 70 callers per day, while also serving as a resource and subject matter expert for your team members. Your expertise will be invaluable in helping us exceed customer expectations and build strong relationships internally and externally.

About Arenaflex

Arenaflex is a global organization that delivers care, aided by technology to help millions of people live healthier lives. Our mission is to help people live healthier lives and make the health system work better for everyone. We believe that everyone deserves the opportunity to live their healthiest life, regardless of their background, income, or location. At Arenaflex, we are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes.

Our Culture

At Arenaflex, we value diversity and inclusion, and we strive to create a culture that is guided by these principles. We believe that our differences are what make us stronger, and we are committed to fostering an environment that is inclusive, respectful, and supportive of all employees. Our comprehensive benefits package, incentive and recognition programs, equity stock purchase, and 401k contribution are just a few examples of the many benefits that we offer to our employees.

Job Summary

As a Customer Service Representative Lead at Arenaflex, you will be responsible for:

• Serving as a resource or Subject Matter Expert (SME) for other team members or internal customers
• Handling escalated calls, resolving more complex customer issues in a one and done manner
• Answering incoming phone calls from customers and identifying the type of assistance the customer needs
• Asking appropriate questions and listening actively to identify specific questions or issues while documenting required information in computer systems
• Intervening 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
• Assisting customers in navigating Arenaflex websites and encouraging and reassuring them to become self-sufficient
• Owning problem through to resolution on behalf of the customer in real time or through comprehensive and timely follow-up with the member
• Researching complex issues across multiple databases and working with support resources to resolve customer issues and/or partnering with others to resolve escalated issues
• Providing education and status on previously submitted pre-authorizations or pre-determination requests
• Meeting 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
• First Call Resolution experience
• 9 months of previous call center experience
• 2 years of customer service experience analyzing and solving customer problems or 2 years of experience in an office setting environment using the telephone and computer as the primary instruments to perform job duties
• Familiarity with computer and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications
• Ability to work full-time, Monday - Friday, with flexibility to work an 8-hour shift during the hours of 6:00am - 6:00pm MST. Mandatory overtime is required during peak season (first few weeks of January) and based on business need and weekends

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

* Reside within Draper, UT, Cypress, CA, or Tampa, FL

• 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 UnitedHealth Group 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
• All employees working remotely will be required to adhere to Arenaflex's Telecommuter Policy.

Compensation and Benefits

* The hourly range for this role is $19.47 to $38.08 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?

At Arenaflex, we are committed to making a meaningful impact on the lives of millions of people worldwide. We believe that everyone deserves the opportunity to live their healthiest life, regardless of their background, income, or location. As a Customer Service Representative Lead, you will have the opportunity to work with a talented team of professionals who are passionate about delivering exceptional customer experiences. You will also have access to comprehensive benefits, incentive and recognition programs, equity stock purchase, and 401k contribution.

How to Apply

If you are a customer-centric professional with a passion for delivering exceptional experiences, we encourage you to apply for this exciting opportunity. Please visit our website to learn more about this role and to submit your application.

Equal Employment Opportunity

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.

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