Experienced Customer Advocate – Home and Community-Based Care Technology Platform

At arenaflex, we're revolutionizing the home and community-based care industry with our cutting-edge technology platform. Founded in 2008, we've been dedicated to creating a comprehensive end-to-end solution that empowers individuals to thrive in their homes and communities. Our team is passionate about transforming the healthcare space by building a homecare ecosystem that connects patients, personal care providers, managed care organizations, and states. We're seeking a highly skilled and customer-focused Customer Advocate to join our growing team. As a Customer Advocate, you'll play a vital role in assisting our end-users with troubleshooting and learning our software platform. You'll be responsible for providing exceptional service, ensuring our users adopt and realize the value of using our platforms effectively. If you're a proactive, detail-oriented, and service-driven individual with a passion for delivering outstanding customer experiences, we want to hear from you!

About the Role

This is a hybrid position based out of our Midtown Manhattan, Washington D.C., or Bloomington, MN office locations, with an on-site presence required two days per week to support team collaboration. As a Customer Advocate, you'll be the face of arenaflex, providing top-notch support to our customers and ensuring their success with our platform.

Key Responsibilities

* Become fluent in the use and capabilities of Generations and Pavillio software platforms

• Clearly answer questions and provide feedback, instruction, and recommendations on best practices to customers
• Troubleshoot issues with customers and escalate issues as needed when further attention is required
• Create and send tickets for unresolved issues to the tech team
• Follow up with the escalation teams to ensure tickets are completed and follow up with customer users to confirm/relay status
• Gather feedback from customers regarding services and work to eliminate those issues
• Assist trainers and agencies where training obstacles are identified and work as a team to overcome those obstacles

Other Job Duties

* Other duties as assigned by supervisor or arenaflex leader

Travel Requirements

* Travel up to 10%, including overnight travel

Required Education, Experience, Certifications, and Skills

* 2+ years of end-user software support and/or training experience

• Strong customer service and communication skills
• Self-starter able to thrive in an independent, fast-paced environment
• Strong organizational skills and attention to detail
• Collaborative team player
• Able to explain processes to users clearly and concisely, with the ability to stay calm and patient during difficult customer conversations

Additional Information

* The base salary range for this US-based, full-time, and exempt position is $55,000 - $65,000, not including variable compensation. An employee's exact starting salary will be based on various factors, including but not limited to experience, education, training, merit, location, and the ability to exemplify the arenaflex core values.

• This is a benefits-eligible position. arenaflex offers competitive health plans, paid time-off, company-paid holidays, 401K retirement program with a Company elected match, and other company-sponsored programs.
• arenaflex is an equal-opportunity employer. The Company offers employment opportunities to all applicants and employees without regard to race, color, religion, national origin, sex, sexual orientation, gender identity or expression, age, disability, medical condition, marital status, veteran status, citizenship, genetic information, hairstyles, or any other status protected by local or federal law.

Why Join arenaflex?

* Be part of a dynamic and growing company that's revolutionizing the home and community-based care industry

• Work with a talented team of professionals who are passionate about delivering exceptional customer experiences
• Enjoy a comprehensive benefits package, including competitive health plans, paid time-off, and a 401K retirement program
• Take advantage of opportunities for professional growth and development, including training and education programs
• Contribute to a company that's committed to making a positive impact on the lives of individuals and families

How to Apply

If you're a motivated and customer-focused individual with a passion for delivering outstanding customer experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience, skills, and qualifications for the role. We can't wait to hear from you!

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