Experienced Customer Success Specialist 2 – Remote
Join arenaflex, a leading provider of innovative solutions for health and financial well-being, as we continue to shape the future of customer success. 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? If so, we invite you to join our team as an Experienced Customer Success Specialist 2 – Remote. In this role, you will be responsible for providing top-notch support to policyholders, medical providers, and sales agents, ensuring their needs are met and exceeded.
About arenaflex
Since 1929, arenaflex has been dedicated to helping our customers protect their health and financial well-being. Our commitment to fostering an internal culture of inclusivity, well-being, and development has enabled us to attract and retain talented individuals who share our values. As a customer-centric organization, we understand the importance of collaboration, innovation, and continuous improvement.
Our Core Values
At arenaflex, we live by a set of core values that guide our behavior and decision-making: 1. Be Dedicated: Show unwavering commitment by proactively taking initiative, setting clear goals, and managing time effectively. 2. Be Trustworthy: Take accountability for actions, navigate difficult conversations with integrity, and build strong relationships through consistent, honest behavior. 3. Be Determined: Demonstrate enthusiasm and a relentless drive to overcome obstacles and achieve goals. 4. Be Collaborative: Foster teamwork by being self-aware, actively listening, and effectively communicating across all levels. 5. Be Open: Embrace diversity and new ideas to create an inclusive environment. 6. Be Generous: Embody generosity and compassion by serving a greater purpose and helping others. 7. Be Better: Commit to continuous improvement and adapt effectively to change. 8. Be Well: Prioritize physical and mental health, manage stress, and demonstrate emotional intelligence.
Job Summary
As an Experienced Customer Success Specialist 2 – Remote, you will be responsible for providing exceptional customer service to policyholders, medical providers, and sales agents. Your primary focus will be on answering phone calls, responding to workflows, and chatting to resolve basic to moderately complex concerns, complaints, and changes related to life, preneed, or health policies. You will also be responsible for processing changes, documenting customer claims, and escalating issues to more experienced peers as needed.
Key Responsibilities
* Receive calls, respond to workflows, and chat to answer basic to moderately complex questions from policyholders, medical providers, and sales agents on life, preneed, or health policies.
- Process basic to moderately complex changes, such as premium refunds, deductible changes, co-insurance changes, network changes, refunds premiums, reconciliation, balancing, removing dependents, standard terminations, and other related items.
- Document all aspects of customer claims to ensure files have all necessary information to fulfill policyholder and/or provider requests.
- Occasionally research systems, websites, and work with internal departments to accurately follow-up with and resolve basic to moderately complex policyholder and provider complaints and concerns.
- Escalate issues to more experienced peers as needed and assist peers through chat lines as required.
- Plan, coordinate, and execute basic to moderately complex projects to support the business.
- Train, mentor, support, and develop less experienced customer success representatives by providing advice, coaching, and educational opportunities.
Qualifications
* High school diploma or GED equivalence.
- 1+ year customer service or related experience.
- Insurance industry experience, a plus.
- Working knowledge of the principles, processes, and practices related to customer success.
- Ability to meet and maintain metrics of a Customer Success Specialist 2, including First Call Resolution, efficiency, quality, productivity, core competencies, etc.
- Average accuracy on judgment for policies, requests, and documentations with a working attention to detail.
- Strong verbal and written communication skills with the ability to respond effectively to both internal and external customers.
- Active listening skills with the ability to understand concerns and ask relevant questions.
- Ability to maintain policyholders', medical providers', and sales agents' privacy by following state and federal regulations.
- General knowledge of MS Office (Excel, Word, Outlook).
Benefits
* Hybrid availability
- 401(k) with company match
- Health insurance
- Paid time off, holidays
- Volunteer time off
- Lifestyle Spending Account (LSA)
- Paternity leave
Growth Opportunities
We believe each of us has potential to grow and adapt with our business. We take your career as seriously as you do. Helping you develop your skills and talents leads to opportunities – not only for you, but also for our company. That's why we provide:
- LinkedIn Learning Premium access
- CliftonStrengths assessment and coaching
- On-site and virtual workshops and cohorts featuring world-class content from FranklinCovey, Crucial Learning, Gallup, and more
- Free world-class insurance acumen courses through AHIP and LOMA
- Reimbursement and bonus opportunities for professional designations and certifications, including a tuition reimbursement program
- Opportunities to take part in arenaflex's mentorship programs
How to Apply
If you are a motivated and customer-centric individual who is passionate about delivering exceptional experiences, we encourage you to apply for this exciting opportunity. Please visit our website to learn more about arenaflex and our culture of betterment. We look forward to hearing from you! Apply for this job Apply for this job