Experienced Part-Time Call Center Customer Service Representative – District of Columbia Resident

Are you a customer service enthusiast with a passion for delivering exceptional experiences? Do you thrive in fast-paced environments and excel at navigating multiple applications simultaneously? If so, we invite you to join arenaflex, a dynamic and innovative organization, as a Part-Time Call Center Customer Service Representative. In this role, you will play a vital part in providing top-notch support to consumers, colleagues, and staff, while working in a hybrid remote arrangement that offers flexibility and work-life balance.

About arenaflex

arenaflex is a leading professional services and management consulting firm that empowers individuals and organizations to achieve their full potential. With a strong commitment to diversity, equity, and inclusion, we foster a culture that values collaboration, creativity, and continuous learning. Our team is comprised of talented professionals who share a passion for delivering exceptional results and making a meaningful impact.

Job Summary

As a Part-Time Call Center Customer Service Representative, you will be responsible for providing exceptional customer service to consumers, colleagues, and staff via computer telephony integrated systems, chat, and email. You will work in a high-energy, fast-paced environment, navigating multiple applications and screens to provide accurate information and resolve complex issues. Your exceptional communication and interpersonal skills, combined with your ability to manage multiple priorities and work collaboratively as a team player, will make you an invaluable asset to our team.

Key Responsibilities

* Communicate with consumers via computer telephony integrated systems, chat, and email regarding the District of Columbia's support services (i.e., SNAP, TANF, and Medicaid-related concerns).

• Maintain regular and predictable attendance, working the part-time scheduled shift, arriving on time without exception, excessive delays, or absences.
• Carefully and efficiently follow all call center scripts, standard operating procedures, and guidelines to ensure consistency and accuracy while meeting all call center key performance indicators (KPIs).
• Handle large volumes of inbound/outbound calls professionally and promptly.
• Navigate between multiple applications and screens to provide accurate information to consumers.
• Collect and analyze customer information and inquiries while maintaining accurate Customer Service Logs (CSLs) and data for each call.
• Consistently meet monthly performance goals of 90% or greater by adhering to all project policies, procedures, and guidelines.
• Appear professional and well-groomed on camera (webcam) via Zoom as needed during shift or during meetings to ensure project performance requirements are met.
• Manage multiple priorities and function as a team player at all times.
• Assist less experienced peers, as needed.
• Consult with senior peers on more complex issues to resolve concerns and follow escalation procedures to ensure complex support issues are resolved.

Essential Qualifications

* High School diploma or equivalent.

• One or more years of call center experience (high-call-volume call center experience preferred).
• Fluent in both English and Spanish languages (preferred).
• Experience using Amazon Workspace, Amazon Connect, Salesforce, Slime, Slack, Zoom (preferred).
• Experience in medical front office support environment, claims processing, Medicaid, and/or healthcare.
• Proficiency in Microsoft Office Suite (Teams, Word, Excel).
• Successful candidates must pass the Skills Assessment with a score of 85% or better.
• Must pass a security/background check.

Preferred Qualifications

* DC residents preferred.

• Experience in medical front office support environment, claims processing, Medicaid, and/or healthcare.
• Proficiency in Microsoft Office Suite (Teams, Word, Excel).
• Experience using Amazon Workspace, Amazon Connect, Salesforce, Slime, Slack, Zoom (preferred).

Skills and Competencies

* Excellent written communication and organizational skills.

• Exceptional verbal communication and interpersonal skills.
• Ability to manage multiple priorities and function as a team player at all times.
• Able to take constructive criticisms and open to coaching and additional training as needed.
• Professionally exercises discretion and independent judgment in day-to-day work.

Equipment Requirements

* All hired CSRs will be responsible for providing their own personal computer or laptop.

• Equipment must be in good working condition with the latest software updates.
• Reliable Internet Service Provider (ISP). High-speed internet access with a minimum of 50 Mbps (download speed) – 50 Mbps recommended for shared internet family connectivity. Wired connection/Ethernet).
• Desktop or Laptop Computers with any of the following:

+ Preferred Operating Systems (OS): Current release of Windows 10; Mac OS 10.14 or higher, or Ubuntu 18.04 + Hardware Specifications: - CPU: i3 Dual Core - RAM: 8 GB - HDD/SSD: 128 GB (20 GB free)

• Headset

+ Wired stereo headphones with noise canceling microphone, USB connected + USB-connected plug/play headset supported by OS for bidirectional voice & video

• Webcam

+ Embedded in laptop or desktop computer + Portable webcam with USB plug/play activation

Remote (Virtual) Workspace Requirements

* Sturdy and comfortable desk and chair – Vital for hours of sitting, with availability of one or two computer monitors, a keyboard, notebooks/writing materials, accessories, and personal items.

• Dedicated area – Identify a closed-door workspace, isolated from distractions and interruptions.
• Well-lit environment – To avoid eyestrain, use natural light or artificial lighting.
• Good ventilation and temperature control – ensure CSR remains alert and focused.
• An orderly and uncluttered workspace, which provides a welcoming, calm, and productive work area.

Physical Effort

* Constant sitting with headset/telephone.

• Frequent usage of a computer.
• Ability to lift 40lbs – 50lbs of equipment and/or materials regularly.

Salary and Benefits

* Competitive salary of $17.20 per hour.

• Opportunity to work in a dynamic and innovative organization.
• Flexible, hybrid remote arrangement that offers work-life balance.
• Comprehensive training program to ensure success in the role.
• Ongoing coaching and support to help you grow and develop in your career.

Diversity and Inclusion

Diversity and inclusion are elements of arenaflex's corporate DNA! We are committed to creating a workplace that is inclusive, respectful, and supportive of all individuals, regardless of their background, culture, or identity.

How to Apply

If you are a motivated and customer-focused individual who is passionate about delivering exceptional experiences, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you!

Take the Next Step

Are you ready to join arenaflex as a Part-Time Call Center Customer Service Representative? Apply now and let's discuss how you can become a vital part of our success story. Apply To This Job Apply for this job