**Experienced Customer Experience Representative – Inbound Support (Remote) at arenaflex**

At arenaflex, we're dedicated to delivering exceptional customer experiences that exceed the expectations of our members and providers. As a key member of our customer support team, you'll play a vital role in providing top-notch service, resolving issues, and identifying opportunities to improve our services. If you're passionate about delivering outstanding customer experiences and have a knack for building rapport with customers, we want to hear from you!

• *About arenaflex**

arenaflex is a nationwide Fortune 500 organization with a mission to provide quality healthcare to people receiving government assistance. We're committed to making a difference in the lives of others, and we're looking for talented individuals like you to join our team. As a remote employee, you'll have the flexibility to work from anywhere, while still being part of a highly engaged and team-oriented workforce.

• *Job Summary**

As a Customer Experience Representative, you'll be responsible for providing exceptional service to our members and providers through various communication channels, including phone, chat, email, and off-phone work. You'll also conduct surveys related to health assessments and member/provider satisfaction, accurately document pertinent details, and demonstrate a strong ability to build rapport and respond to customers in an empathetic manner. If you're a customer service professional with a passion for delivering outstanding experiences, we encourage you to apply!

• *Key Responsibilities**

• Provide service support to members and/or providers using one or more contact center communication channels and across multiple states and/or products, including phone, chat, email, and off-phone work supporting our Medicaid, Medicare, and/or Marketplace business.
• Conduct various surveys related to health assessments and member/provider satisfaction.
• Accurately document pertinent details related to Member or Provider inquiries.
• Ability to work regularly scheduled shifts within our hours of operation, where lunches and breaks are scheduled and work over-time and/or weekends, as needed.
• Demonstrate ability to quickly build rapport and respond to customers in an empathetic manner by identifying and exceeding customer expectations.
• Aptitude to listen attentively, capture relevant information, and identify Member or Provider's inquiries and concerns.
• Capable of meeting/exceeding individual performance goals established for the position in the areas of: Call Quality, Attendance, Adherence, and other Contact Center objectives.
• Able to proactively engage and collaborate with various Internal/External departments.
• Personal responsibility and accountability by taking ownership of providing resolutions in real time or through timely follow-up with the Member and/or Provider.
• Supports provider needs for basic inquiries and assistance involving member eligibility and covered benefits, Provider Portal, and status of submitted claims.
• Ability to effectively communicate in a professional setting.

• *Essential Qualifications**

• High School Diploma or equivalent combination of education and experience
• 1-3 years of Sales and/or Customer Service experience in a fast-paced, high-volume environment
• Strong communication and interpersonal skills
• Ability to work in a team-oriented environment
• Proficiency in Microsoft Office and other relevant software applications

• *Preferred Qualifications**

• Associate's Degree or equivalent combination of education and experience
• 1-3 years of experience in a customer service or sales role
• Familiarity with Genesys, Salesforce, Pega, QNXT, CRM, Verint, Kronos, Microsoft Teams, Video Conferencing, CVS Caremark, and Availity
• Experience working in a remote or virtual environment

• *Skills and Competencies**

• Excellent communication and interpersonal skills
• Strong problem-solving and analytical skills
• Ability to work in a fast-paced, dynamic environment
• Strong attention to detail and organizational skills
• Ability to build rapport and respond to customers in an empathetic manner
• Proficiency in Microsoft Office and other relevant software applications

• *Career Growth Opportunities and Learning Benefits**

At arenaflex, we're committed to helping our employees grow and develop their careers. As a Customer Experience Representative, you'll have opportunities to:

• Develop your skills and knowledge in customer service and sales
• Work with a talented team of professionals who are passionate about delivering exceptional customer experiences
• Participate in ongoing training and development programs to enhance your skills and knowledge
• Take on new challenges and responsibilities as you grow and develop in your role

• *Work Environment and Company Culture**

As a remote employee, you'll have the flexibility to work from anywhere, while still being part of a highly engaged and team-oriented workforce. Our company culture is built on the values of:

• Customer Focus: We're committed to delivering exceptional customer experiences that exceed expectations.
• Teamwork: We work together to achieve our goals and support each other in our roles.
• Innovation: We're always looking for new and better ways to deliver services and improve our processes.
• Integrity: We operate with integrity and transparency in all our interactions.

• *Compensation, Perks, and Benefits**

arenaflex offers a competitive benefits and compensation package, including:

• Hourly pay rate: $20.29 - $28.82
• Opportunities for overtime and bonuses
• Comprehensive benefits package, including medical, dental, and vision insurance
• 401(k) retirement plan with company match
• Paid time off and holidays
• Professional development opportunities and training programs

• *How to Apply**

If you're a customer service professional with a passion for delivering outstanding experiences, we encourage you to apply! Please submit your application through our website, including your resume and a cover letter outlining your experience and qualifications.

• *Equal Opportunity Employer**

arenaflex is an Equal Opportunity Employer (EOE) and welcomes applications from diverse candidates. We're committed to creating an inclusive and diverse work environment that reflects the communities we serve.

• *Job Type**

Full-time

• *Posting Date**

11/22/2024

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