Experienced Bilingual Customer Service Representative – Empowering Independent Living through Compassionate Support

Join arenaflex, a pioneering company at the forefront of an emerging health-care movement, as we empower individuals to make their own choices and live independent lives. arenaflex provides innovative technology and financial services to aid individuals and their families to thrive at home and in their communities. With a team of over 100 dedicated professionals from 22 states, we partner with governments and state agencies to provide self-directed services to diverse populations. Our commitment to providing the best financial and support services remains unwavering, as we strive to make a meaningful difference in the lives of those we serve. At arenaflex, we value a highly-organized and dynamic work environment that offers flexible working hours, a solid work-life balance, plenty of autonomy, generous paid time off, bonus potential, and career advancement opportunities. Our company culture is built on the principles of customer-centricity, teamwork, and continuous learning. As a Customer Service Representative I, you will be a primary customer-facing employee who provides assistance and support for individuals self-directing Medicaid services in the home and the caregivers for those individuals. You will be knowledgeable of specific rules and qualifications of the programs arenaflex supports. Using your knowledge of products or services, as well as great customer service skills, you will promptly and accurately address issues, provide support and information to ensure customer satisfaction. You will also maintain very good knowledge of company systems and sensitive information/PHI handling procedures.

Key Responsibilities:

* Communicate effectively with a range of individuals with varying educational levels, disabilities, and communication styles.

• Respond to customer inquiries with timely and accurate information.
• Use person-centered techniques in all participant interactions.
• Receive inquiries about arenaflex services, how to enroll on the program, and program guidelines and requirements.
• Provide information on self-direction to assure that each individual is able to make informed decisions about their care.
• Assist individuals in completing paperwork or understanding Program requirements.
• Represent arenaflex in all interactions with the public by providing quality service to internal staff and external clients. Ensure privacy of our customers remains the utmost importance.
• Initiate required action for response to caller requests, including the need for additional support by other arenaflex staff or requests for documents, and communicate such requests to the proper department.
• Recognize the need for additional services required by the caller.
• Ensure the satisfaction of callers and professional handling of difficult or unusual situations.
• Conduct follow-up phone calls for quality and satisfaction.
• Participate in development, training, and other departmental meetings and adhere to corporate policies that concern the customer service department.
• Access arenaflex software in order to retrieve information to answer inquiries and to update contact notes and other information into digital case records.
• Perform additional duties as assigned.
• Report directly to the Customer Service Supervisor.
• Adhere to all remote work policies and procedures.

Essential Qualifications:

* Any combination of education and/or experience that has provided the knowledge, skills, and abilities necessary for satisfactory job performance.

• High school graduate or equivalent.
• One year of experience performing customer support activities, preferably in a call center.
• Working knowledge of contact with the public and telephone; modern office procedures and methods.
• Good verbal and written communication skills.
• Ability to electronically document records to a web-based chart.
• Intermediate skills with Microsoft Office, email, and internet.
• Good problem-solving and listening skills.
• Ability to work with the public under stressful circumstances in a fair, calm, and understanding manner and obtain positive results.
• Skill in the operation of a variety of office equipment, including computer and networks.
• CRM experience and/or Medicaid experience a plus.
• Bilingual (English/Spanish/Ukraine/Russian) skills required.

Preferred Qualifications:

* Experience working in a healthcare or social services environment.

• Knowledge of Medicaid programs and services.
• Experience with customer relationship management (CRM) software.
• Strong problem-solving and analytical skills.
• Ability to work in a fast-paced environment and prioritize multiple tasks.

arenaflex Culture and Benefits:

* arenaflex is an Equal Employment Opportunity (EEO) employer and does not discriminate in any employer/employee relations based on race, color, religion, sex, sexual orientation, gender identity and expression, national origin, age, marital status, disability, veteran status, genetic information, or any other basis.

• Employer shared Health Insurance cost
• Employer paid Disability Insurance
• Employer paid Life and AD&D Insurance
• Dental Insurance
• Vision Insurance
• Cancer Insurance
• Voluntary Life Insurance
• PTO
• Simple IRA with Matching
• Bonus potential
• Remote work environment
• Paid holidays

Career Growth Opportunities and Learning Benefits:

* arenaflex offers a comprehensive training program to ensure our customer service representatives have the skills and knowledge necessary to excel in their roles.

• Opportunities for career advancement and professional growth within the company.
• Access to ongoing training and development programs to enhance your skills and knowledge.
• Collaborative and supportive work environment that encourages teamwork and open communication.

Work Environment and Company Culture:

* arenaflex is a remote-friendly company that offers flexible working hours and a solid work-life balance.

• Our company culture is built on the principles of customer-centricity, teamwork, and continuous learning.
• arenaflex values diversity, equity, and inclusion and is committed to creating a workplace that is welcoming and inclusive for all employees.

How to Apply:

If you are a motivated and customer-focused individual who is passionate about making a difference in the lives of others, 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! Apply for this job