Experienced Customer Service Advocate II – Member Support Specialist

At arenaflex, we're on a mission to revolutionize the way we deliver exceptional customer experiences. As a Customer Service Advocate II, you'll play a vital role in shaping the future of our 28 million members by providing timely, accurate, and personalized support on routine complaints and escalations. Join our dynamic team and be part of an organization that values diversity, inclusivity, and continuous learning.

About arenaflex

arenaflex is a diversified, national organization that's committed to making a positive impact on the lives of our members. With a fresh perspective on workplace flexibility, we offer a comprehensive benefits package that includes competitive pay, health insurance, 401K and stock purchase plans, tuition reimbursement, paid time off plus holidays, and a flexible approach to work with remote, hybrid, field, or office work schedules. Our commitment to diversity and inclusion is reflected in our equal opportunity employer status, where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other characteristic protected by applicable law.

Job Summary

As a Customer Service Advocate II, you'll be responsible for resolving routine inquiries, issues, or concerns for members and/or providers through various communication channels. You'll leverage your exceptional communication skills to provide timely, accurate, and personalized support, ensuring that our members receive high-quality service. Your expertise will be essential in mitigating and preventing complaints from being escalated, and you'll serve as the front-line resolution advocate on various member and/or provider inquiries, requests, or concerns.

Key Responsibilities

* Assess and research routine member and/or provider inquiries, requests, and/or concerns to determine causes and initiate corrective actions to other service or technical departments as needed.

• Mitigate and prevent complaints from being escalated to resolve in initial contact.
• Serve as the front-line resolution advocate on various member and/or provider inquiries, requests, or concerns.
• Provide support on various member or provider issues to ensure customers receive high-quality service.
• Maintain performance and quality standards based on established contact center metrics.
• Provide customer service in a high-paced contact center environment over the phone, via live chats, and emails.
• Document all member or provider information and communications for quality and performance tracking through the Customer Relationship Management (CRM) applications.
• Remain up-to-date and adhere to quality standards, regulations, and all other policies to ensure quality, consistency, and compliance.
• Provide expertise in resolving multiple inquiries, requests, and/or concerns across all areas of responsibilities.
• Perform other duties as assigned.
• Comply with all policies and standards.

Essential Qualifications

* High School diploma or GED required.

• 1-2 years of related experience preferred, with experience interacting with members and/or providers in a contact center environment.
• May require vocational or technical education in addition to prior work experience.
• Vocation or technical education may include additional on-the-job training or continuous learning education.

Preferred Qualifications

* Experience working in a contact center environment, with a focus on customer service and issue resolution.

• Strong communication and interpersonal skills, with the ability to work effectively with diverse stakeholders.
• Ability to work in a fast-paced environment, with multiple priorities and deadlines.
• Proficiency in CRM applications and other software tools.
• Strong problem-solving and analytical skills, with the ability to think critically and creatively.

Skills and Competencies

* Excellent communication and interpersonal skills, with the ability to work effectively with diverse stakeholders.

• Strong problem-solving and analytical skills, with the ability to think critically and creatively.
• Ability to work in a fast-paced environment, with multiple priorities and deadlines.
• Proficiency in CRM applications and other software tools.
• Strong customer service skills, with a focus on issue resolution and member satisfaction.
• Ability to work independently and as part of a team, with a focus on collaboration and communication.

Career Growth Opportunities and Learning Benefits

At arenaflex, we're committed to helping our employees grow and develop their careers. We offer a range of learning and development opportunities, including:

• On-the-job training and mentorship programs.
• Continuous learning education and vocational or technical education.
• Opportunities for advancement and career growth.
• Access to industry-leading training and development programs.
• A culture of innovation and experimentation, with a focus on trying new things and learning from failure.

Work Environment and Company Culture

arenaflex is a dynamic and inclusive organization that values diversity, inclusivity, and continuous learning. Our work environment is fast-paced and collaborative, with a focus on teamwork and communication. We offer a range of benefits and perks, including:

• Competitive pay and benefits package.
• Flexible work arrangements, including remote, hybrid, field, or office work schedules.
• Access to industry-leading training and development programs.
• Opportunities for advancement and career growth.
• A culture of innovation and experimentation, with a focus on trying new things and learning from failure.

Compensation and Benefits

arenaflex offers a comprehensive benefits package, including:

• Competitive pay, with a pay range of $17.50 - $27.50 per hour.
• Health insurance, 401K and stock purchase plans, tuition reimbursement, paid time off plus holidays, and a flexible approach to work with remote, hybrid, field, or office work schedules.
• Actual pay will be adjusted based on an individual's skills, experience, education, and other job-related factors permitted by law.
• Total compensation may also include additional forms of incentives.

How to Apply

If you're passionate about delivering exceptional customer experiences and making a positive impact on the lives of our members, we encourage you to apply for this exciting opportunity. Please submit your application through our website, and we'll be in touch to discuss your qualifications and next steps. Apply Now!

Equal Opportunity Employer

arenaflex is an equal opportunity employer that is committed to diversity, and values the ways in which we are different. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other characteristic protected by applicable law. Qualified applicants with arrest or conviction records will be considered in accordance with the LA County Ordinance and the California Fair Chance Act. Apply for this job