Customer Service Representative – Member Engagement & Health Benefit Support (High Point, NC) – Full‑Time, On‑Site

About arenaflex

arenaflex is a leading health‑solutions organization dedicated to creating a world of health that revolves around every individual. With a national footprint that spans physical locations, digital platforms, and a community of more than 300,000 purpose‑driven colleagues, arenaflex delivers care that is more connected, more convenient, and more compassionate. Our mission is to empower members to manage their health confidently, wherever and whenever they choose. At arenaflex, we believe that a healthy workforce fuels a healthy future, and we invest deeply in the well‑being, growth, and belonging of every team member.

Position Overview

We are seeking enthusiastic, empathetic, and tech‑savvy individuals to join our Customer Service Representative team in High Point, North Carolina. This full‑time, on‑site role begins on October 20, 2025, and includes a comprehensive 14‑week training program (Monday‑Friday, 8:30 am – 5:00 pm). After training, you will work an 8‑hour shift between 8 am and 8 pm EST, Monday through Friday, with the possibility of a few days per week working from home (subject to leader approval).

Why This Role Is a Great Fit for You

• Engage directly with members, helping them navigate health benefits, resolve issues, and discover resources that improve their well‑being.
• Develop deep expertise in health‑plan terminology, self‑service tools, and emerging wellness programs.
• Collaborate with cross‑functional teams, gaining exposure to operations, compliance, and product development.
• Enjoy a supportive environment that values continuous learning, coaching, and career advancement.

Key Responsibilities

Member Interaction & Support

• Handle inbound member calls for approximately 8 hours per shift, maintaining a steady flow of conversations with minimal downtime.
• Listen actively to each member’s unique needs, providing personalized guidance without relying on a rigid script.
• Build emotional connections by demonstrating empathy, trust, and genuine concern for each member’s health journey.
• Ask insightful, “unasked” questions to uncover hidden concerns and ensure a comprehensive service experience.
• Educate members on benefit plan details, self‑service tools, cost‑of‑care resources, natural alternatives, and other wellness programs.
• Guide members toward appropriate health resources, offering alternatives when suitable and always acting in the member’s best interest.

Problem Solving & Issue Resolution

• Document every interaction accurately in arenaflex’s CRM system, tracking outcomes, follow‑up actions, and escalation paths.
• Take immediate, decisive action when challenges arise, aiming to resolve issues with little or no management intervention.
• Apply the customer‑service threshold framework to make informed financial decisions that address member concerns.
• Provide claim status updates, benefit coverage interpretations, and eligibility explanations clearly and concisely.
• Process claim referrals, hand‑offs, and escalations for grievances and appeals, ensuring timely resolution.

Continuous Improvement & Collaboration

• Identify emerging trends, recurring pain points, and opportunities for service enhancement.
• Partner with internal departments to develop and implement process improvements that elevate the overall member experience.
• Participate in special projects, client‑specific presentations, and data‑trend analysis as needed.
• Serve as a subject‑matter expert (SME) for technical issues, product knowledge, and system applications, providing guidance to peers.
• Coach, train, and mentor newer call‑center staff, fostering a culture of knowledge sharing and professional growth.

Essential Qualifications

• Residency in North Carolina with the ability to work on‑site in High Point.
• Flexibility to work any 8‑hour shift between 8 am and 8 pm EST, Monday‑Friday.
• Minimum of 1 year of customer‑service experience in a transaction‑based environment (e.g., call center, retail).
• Proficiency with Microsoft Office Suite (Word, Excel, Outlook, PowerPoint) and strong computer literacy.
• Demonstrated ability to navigate multiple screens and applications simultaneously while maintaining accuracy.
• Excellent organizational skills with the capacity to manage several tasks and priorities concurrently.
• Strong verbal and written communication skills, with an emphasis on clarity, empathy, and professionalism.

Preferred Qualifications

• 1 + year of experience in the healthcare industry, preferably within health‑plan or member‑services settings.
• Familiarity with health‑benefit terminology, claim processing, and member self‑service portals.
• Experience delivering virtual support or remote work in a customer‑service capacity.

Education

High School Diploma or equivalent is required. Additional certifications or coursework in health administration, customer service, or related fields are a plus.

Compensation & Benefits

arenaflex offers a competitive hourly wage ranging from $17.00 to $25.65, commensurate with experience, education, and geographic considerations. In addition to base pay, you will be eligible for a comprehensive benefits package that includes:

• Medical, dental, and vision plans with flexible spending options.
• 401(k) retirement plan with company matching contributions.
• Employee stock purchase plan (ESPP) allowing you to invest in arenaflex’s future.
• Wellness programs at no cost—health screenings, tobacco cessation, weight‑management, and mental‑health counseling.
• Financial coaching and confidential counseling services.
• Paid time off (PTO), flexible scheduling, family leave, and dependent‑care resources.
• Tuition assistance for continued education and professional development.
• Access to retiree medical benefits where eligible.

Career Growth & Development

At arenaflex, your career trajectory is shaped by your ambition and the support you receive. As a Customer Service Representative, you will have access to:

• Structured onboarding and ongoing training programs that deepen your knowledge of health‑benefit products and member engagement strategies.
• Mentorship from seasoned leaders who champion your professional growth.
• Opportunities to transition into specialized roles such as Benefits Analyst, Member Services Trainer, Quality Assurance Specialist, or Operations Supervisor.
• Cross‑departmental projects that broaden your skill set and visibility across the organization.
• Regular performance feedback and clear pathways for promotion based on measurable outcomes.

Work Environment & Culture

arenaflex fosters an inclusive, collaborative, and purpose‑driven workplace where every colleague feels valued. Our High Point center features:

• Modern workstations equipped with dual monitors and ergonomic accessories.
• A supportive team atmosphere that encourages knowledge sharing and celebrates successes.
• Regular team‑building activities, wellness challenges, and community outreach events.
• Commitment to diversity, equity, and inclusion—ensuring that all voices are heard and respected.
• Transparent communication from leadership, reinforcing our shared mission to improve health outcomes.

Application Process & Timeline

We will accept applications until September 29, 2025. Qualified candidates will be reviewed promptly, and selected applicants will be contacted for a virtual interview followed by an on‑site assessment. Our hiring team values diversity and will consider applicants with arrest or conviction records in accordance with applicable laws.

Join arenaflex and Make a Difference

If you are passionate about helping people navigate their health journeys, thrive in a fast‑paced, technology‑enabled environment, and are eager to grow within a purpose‑driven organization, we invite you to apply today. Become a vital part of arenaflex’s mission to deliver compassionate, convenient, and connected health solutions to millions of members.

Apply Now – Customer Service Representative (High Point, NC)