Lead Customer Service Representative - National Remote

Join arenaflex, a global organization that delivers care, aided by technology to help millions of people live healthier lives. As a Lead Customer Service Representative - National Remote, you will be the center of excellence in the contact center, driving customer service excellence through team leadership, managing escalated issues, and contributing to service strategy and process improvements.

About arenaflex

arenaflex is a global organization that delivers care, aided by technology to help millions of people live healthier lives. We believe everyone deserves the opportunity to live their healthiest life, and 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 mission is to help people live healthier lives and make the health system work better for everyone.

Job Highlights

* Competitive salary

• Immediate openings available
• Remote work opportunity
• Comprehensive benefits package
• Incentive and recognition programs
• Equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements)

Job Description

As a Lead Customer Service Representative - National Remote, you will be responsible for driving customer service excellence through team leadership, managing escalated issues, and contributing to service strategy and process improvements. You will be the center of excellence in the contact center, providing a seamless and proficient customer experience.

Key Responsibilities

* Shadows supervisor/manager and mentors a team of customer service representatives to ensure the delivery of high-quality service.

• Monitor delegated customer service issues to ensure timely and accurate resolution.
• Use appropriate communication techniques when responding to customers, particularly in stressful situations.
• Acts as the first point of contact for escalated customer issues, ensuring timely and effective resolutions.
• Manages and supports strategic client relationships, fostering trust and satisfaction.
• Drives process enhancements and implements best practices to improve team efficiency and service delivery.
• Accountable for meeting team KPIs and maintaining service level standards.
• Ensures compliance with data privacy and security policies.

Required Qualifications

* High School Diploma / GED

• 3+ years of experience in a related environment (i.e., customer service or financial services, etc.), using phones and computers as the primary job tools
• Must be 18 years of age OR older
• Ability to work full-time, Monday - Friday between 8:30am - 6:00pm MST including the flexibility to work occasional overtime given the business need

Preferred Qualifications

* Advanced training or certification in leadership and service management

• Prior experience in a lead role within a customer-focused environment
• Advanced technical knowledge of CRM platforms and data analytics tools
• Technical Knowledge of customer service practices and CRM systems

Soft Skills

* Advanced problem-solving and decision-making skills

• Effective interpersonal and communication abilities
• Ability in team leadership and process optimization.
• Strategic planning, coaching, and performance management skills
• Technical Knowledge of company products, services, and operational procedures

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 UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service.

California, Colorado, Connecticut, Hawaii, Nevada, New Jersey, New York, Washington or Rhode Island Residents Only The hourly range for California / Colorado / Connecticut / Hawaii / Nevada / New York / New Jersey / Washington / Rhode Island residents is $19.47 - $38.08 per hour. Pay is based on several factors including but not limited to education, work experience, certifications, etc.

Benefits and Incentives

* Comprehensive benefits package

• Incentive and recognition programs
• Equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements)

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.

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