Experienced Customer Service Advocate II – Member and Provider Support Specialist

As a leading innovator in the healthcare industry, arenaflex is dedicated to delivering exceptional service to its 28 million members. We're seeking an experienced Customer Service Advocate II to join our team, providing top-notch support to members and providers through various communication channels. If you're passionate about delivering high-quality service, resolving complex issues, and building strong relationships, this role is perfect for you.

About arenaflex

arenaflex is a diversified, national organization that values diversity, equity, and inclusion. We're committed to creating a workplace that's flexible, supportive, and empowering. Our comprehensive benefits package includes competitive pay, health insurance, 401K and stock purchase plans, tuition reimbursement, paid time off plus holidays, and a flexible approach to work with remote, hybrid, field, or office work schedules.

Role Purpose

As a Customer Service Advocate II, you'll be the advocate that focuses on resolving routine inquiries, issues, or concerns for members and/or providers. You'll leverage a variety of communication channels to provide timely, accurate, and personalized support on routine complaints and escalations. Your primary responsibilities will include:

• Assessing and researching routine member and/or provider inquiries, requests, and/or concerns to determine causes and initiating corrective actions to other service or technical departments as needed
• Mitigating and preventing complaints from being escalated to resolve in initial contact
• Serving as the front-line resolution advocate on various member and/or provider inquiries, requests, or concerns
• Providing support on various member or provider issues to ensure customers receive high-quality service
• Maintaining performance and quality standards based on established contact center metrics
• Providing customer service in a high-paced contact center environment over the phone, via live chats, and emails
• Documenting all member or provider information and communications for quality and performance tracking through the Customer Relationship Management (CRM) applications
• Remaining up-to-date and adhering to quality standards, regulations, and all other policies to ensure quality, consistency, and compliance
• Providing expertise in resolving multiple inquiries, requests, and/or concerns across all areas of responsibilities
• Performing other duties as assigned
• Complying with all policies and standards

Essential Qualifications

* High School diploma or GED

• 1-2 years of related experience in a contact center environment
• Vocational or technical education in addition to prior work experience
• May require additional on-the-job training or continuous learning education
• Experience interacting with members and/or providers in a contact center environment preferred

Preferred Qualifications

* Bachelor's degree in a related field

• 2-3 years of experience in a contact center environment
• Proven track record of delivering high-quality service and resolving complex issues
• Strong communication and interpersonal skills
• Ability to work in a fast-paced environment and adapt to changing priorities
• Familiarity with CRM applications and contact center software

Skills and Competencies

* Excellent communication and interpersonal skills

• Strong problem-solving and analytical skills
• Ability to work in a fast-paced environment and adapt to changing priorities
• Strong customer service skills and a passion for delivering high-quality service
• Ability to work independently and as part of a team
• Strong organizational and time management skills
• Ability to maintain confidentiality and handle sensitive information
• Familiarity with CRM applications and contact center software

Career Growth Opportunities and Learning Benefits

arenaflex is committed to investing in the growth and development of our employees. As a Customer Service Advocate II, you'll have opportunities to:

• Develop your skills and expertise through on-the-job training and continuous learning education
• Take on new challenges and responsibilities as you grow in your role
• Collaborate with cross-functional teams to drive business results and improve processes
• Participate in performance development planning and goal-setting
• Access training and development programs to enhance your skills and knowledge

Work Environment and Company Culture

arenaflex is a dynamic and supportive work environment that values diversity, equity, and inclusion. Our company culture is built on the principles of flexibility, empowerment, and collaboration. As a Customer Service Advocate II, you'll have the opportunity to work in a fast-paced contact center environment, interacting with members and providers through various communication channels. You'll be part of a team that's passionate about delivering high-quality service and making a positive impact on people's lives.

Compensation, Perks, and Benefits

arenaflex offers a comprehensive benefits package that includes:

• Competitive pay: $16.83 - $26.44 per hour
• Health insurance
• 401K and stock purchase plans
• Tuition reimbursement
• Paid time off plus holidays
• Flexible approach to work with remote, hybrid, field, or office work schedules
• Opportunities for career growth and development
• Recognition and rewards for outstanding performance

How to Apply

If you're passionate about delivering high-quality service, resolving complex issues, and building strong relationships, we want to hear from you! Apply today and let's build the future together. Apply To This Job

Equal Opportunity Employer

arenaflex is an equal opportunity employer that is committed to diversity, equity, and inclusion. We value the ways in which we are different and believe that a diverse and inclusive workplace is essential to our success. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other characteristic protected by applicable law. Apply for this job