Experienced Customer Experience Representative - Outbound (Remote - Central Standard Time Shift)

At arenaflex, we're dedicated to delivering exceptional customer experiences that exceed our members' and providers' expectations. As a key member of our team, you'll play a vital role in providing top-notch support and resolving issues in a fair and effective manner. If you're passionate about delivering stellar service, have a knack for building rapport with customers, and thrive in a fast-paced environment, we want to hear from you!

About arenaflex

arenaflex is a leading healthcare organization committed to improving the lives of our members and providers. With a strong focus on innovation, we're constantly seeking ways to enhance our services and products. Our team is comprised of talented individuals who share our passion for delivering exceptional customer experiences. As a remote Customer Experience Representative, you'll be part of a dynamic team that's dedicated to making a positive impact in the lives of our members and providers.

Job Summary

As a Customer Experience Representative, you'll be responsible for providing exceptional support to our members and providers through various communication channels, including phone, chat, email, and off-phone work. You'll work closely with internal and external departments to resolve issues, address concerns, and identify opportunities to improve our services. Your primary goal will be to deliver a seamless and satisfying experience for our members and providers, while embodying arenaflex's values of fairness, effectiveness, and empathy.

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 environment and collaborate with internal and external departments.
• Proficiency in Microsoft Office and other relevant software applications.
• Ability to work in a dynamic, fast-paced environment and adapt to changing priorities.

Preferred Qualifications

* Associate's Degree or equivalent combination of education and experience.

• 1-3 years of experience in a contact center environment.
• Familiarity with Genesys, Salesforce, Pega, QNXT, CRM, Verint, Kronos, Microsoft Teams, Video Conferencing, CVS Caremark, and Availity.
• Bilingual - Spanish: Preferred.

Skills and Competencies

* Excellent communication and interpersonal skills.

• Strong problem-solving and analytical skills.
• Ability to work in a team environment and collaborate with internal and external departments.
• Proficiency in Microsoft Office and other relevant software applications.
• Ability to work in a dynamic, fast-paced environment and adapt to changing priorities.
• Strong customer service skills and ability to build rapport with customers.
• Ability to listen attentively, capture relevant information, and identify customer inquiries and concerns.
• Personal responsibility and accountability by taking ownership of providing resolutions in real time or through timely follow-up with the customer.

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 access to a range of training and development opportunities, including:

• Comprehensive onboarding program to ensure a smooth transition into your new role.
• Ongoing training and coaching to help you develop your skills and knowledge.
• Opportunities for career advancement and professional growth.
• Access to a range of benefits, including health insurance, retirement plans, and paid time off.

Work Environment and Company Culture

arenaflex is a remote-friendly organization that values flexibility and work-life balance. As a Customer Experience Representative, you'll work from the comfort of your own home, with access to a range of tools and resources to help you succeed. Our company culture is built on a foundation of teamwork, collaboration, and mutual respect. We're committed to creating a positive and inclusive work environment that supports the well-being and success of our employees.

Compensation, Perks, and Benefits

arenaflex offers a competitive compensation package, including:

• Competitive hourly rate.
• Comprehensive benefits package, including health insurance, retirement plans, and paid time off.
• Opportunities for career advancement and professional growth.
• Access to a range of perks and benefits, including flexible work arrangements, employee discounts, and more.

How to Apply

If you're passionate about delivering exceptional customer experiences and have a knack for building rapport with customers, we want to hear from you! To apply for this exciting opportunity, please submit your application through our website. We can't wait to hear from you! Apply Now! Apply for this job