Experienced Customer Care Representative I - Call Center for Behavioral Health Services at arenaflex

About arenaflex

arenaflex is a leading provider of innovative solutions for the behavioral health and substance use services industry. Our mission is to make lives better by delivering exceptional customer care and support to our clients and partners. We strive to be the most knowledgeable staffing partner, identifying and cultivating the talents of our employees and matching them with the needs of our customers. arenaflex values customer service, accountability, and getting the job done, and we are committed to making a positive impact in the lives of those we serve.

Job Summary

We are seeking an experienced Customer Care Representative I to join our team at arenaflex. As a key member of our call center team, you will be responsible for developing and maintaining positive customer relationships, coordinating with various functions within the company, and ensuring that customer requests and questions are handled appropriately and in a timely manner. If you have a passion for delivering exceptional customer service, a strong work ethic, and a commitment to making a difference in the lives of others, we encourage you to apply for this exciting opportunity.

Key Responsibilities

As a Customer Care Representative I at arenaflex, you will be responsible for:

• Responding to incoming calls, emails, and other communication channels in a professional and courteous manner, addressing questions and concerns related to behavioral health and substance use services.
• Researching and resolving customer issues, complaints, or service discrepancies by collaborating with appropriate teams or escalating as necessary to provide information and solutions.
• Accurately logging customer interactions, maintaining updated records, and documenting resolutions using internal systems.
• Providing information on available behavioral health and substance abuse services, eligibility requirements, and program processes to clients, members, and providers.
• Ensuring all interactions are HIPAA compliant, company policies, and state or federal regulations governing behavioral health and substance abuse services.
• Working closely with team members and other departments to ensure a seamless customer experience and meet project goals.
• Identifying and communicating trends in customer inquiries to support continuous improvement initiatives for the project.
• Participating in developing department goals, objectives, and systems.
• Participating in staff meetings and attending other meetings and seminars as assigned.
• Recommending new approaches, policies, and procedures to continually improve efficiency of the department and services performed.
• Efficiently performing duties as assigned and working independently and as a team to accomplish common goals.

Required Skills and Abilities

To be successful in this role, you will need to possess the following skills and abilities:

• Accountability for commitments, follow-ups, tasks, and timely completion of trainings.
• Flexible and quick learner, willing to adapt to changing customer and business needs.
• Strong work ethic.
• Excellent verbal, written, and listening communication skills within the English language.
• Proven, high-quality customer service (internal and external customers).
• Ability to work independently and collaboratively.
• Capability to analyze situations carefully and adopt appropriate courses of action.
• Ability to understand and adhere to the duties, methods, and procedures required by the position.
• Excellent organizational skills and attention to detail.
• Ability to prioritize multiple tasks and navigate multiple computer applications/screens efficiently.
• Ability to effectively communicate to large and small group audiences.
• Proficient with Microsoft Office Suite, system navigation, and related software.

Education and Experience

* High school diploma or equivalent.

• 1-2 years of experience in customer service, providing call center support, preferably in healthcare or behavioral health and substance use field.

Physical Requirements

* Prolonged periods of sitting at a desk and working on a computer with multiple screens.

• Standard hours of work Monday through Friday, 8:30 am - 5:00 pm Eastern for training.
• Standard hours of work Monday through Friday, 9:00 am - 5:30 pm Eastern after training.

Benefits of Working for arenaflex

As a valued member of our team, you will enjoy a comprehensive benefits package, including:

• Support from a team of professionals committed to making your life better.
• 19 days of PTO.
• 12 paid holidays, 13 paid holidays during election years.
• Merit/COLA increases.
• Flex time allowed, during the same week.
• Medical, dental, and vision insurance.
• Medical and dependent flexible spending account.
• Pet insurance.
• Mass transportation benefit for the Maryland and Washington, D.C. area.
• 401(k) with a generous employer match.
• Easy-to-use employee self-serve HR portal.

Equal Opportunity Employer

arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and supportive work environment that values diversity, equity, and inclusion.

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 through our website or by clicking on the link below. Apply Job!

Note

The statements in this Job Posting are intended to describe the general nature and minimum level of work required. The content should not be construed as a complete list of all duties, responsibilities, and skills required to meet the criteria for this position. Upon request, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Application for employment is not intended to and does not create a contract or offer of employment, and if hired, employment with arenaflex is on an at-will basis and could be terminated at the will of either party. Apply for this job