Experienced Full Stack Customer Care Advocate – Remote Inbound Benefit Support Representative

Join arenaflex in delivering exceptional support to our military and their families!

Are you passionate about providing top-notch customer service and making a difference in the lives of military members and their beneficiaries? Do you have a strong desire to work from home and enjoy a long-term, full-time employment opportunity? Look no further! arenaflex is seeking experienced contact center professionals for full-time, remote positions as inbound benefit support representatives.

About arenaflex

arenaflex is a certified Service-Disabled Veteran and Minority-Owned company, founded as an information technology company in 2008. Over time, we have expanded to provide job opportunities for Veterans, Veteran Spouses, and Veteran Caregivers in customer engagement roles, handling inbound calls, emails, chats, and web messages for both commercial and government entities. Our mission is to support a multi-year agreement by providing "Veteran-Centric" at-home customer engagement representatives, supervisors, quality assurance specialists, trainers, and operations managers. These roles require experience in automated call center environments.

Job Highlights

* Long-term, full-time employment (not seasonal or contract-based)

• Seven weeks of paid training to prepare you for success
• Competitive benefits, including:

+ 11 paid holidays + Paid time off + Healthcare coverage + Long- and short-term disability + Term life insurance + 401K retirement plan

• Opportunity to work from home and enjoy a flexible schedule
• Predictable and reliable attendance is essential
• Highly developed sense of integrity and commitment to customer satisfaction
• Ability to work effectively as a team player
• Must pass a drug screen and background check
• Ability to attend and successfully complete 8 weeks of paid training
• High school diploma or equivalent required
• Must be a U.S. Citizen and reside in Alabama, Georgia, Kentucky, New Mexico, North Carolina, Oklahoma, South Carolina, or Texas for this role
• Proficiency in MS Windows and other computer applications
• Candidates must provide their own computer and monitor with a wired high-speed DSL or cable modem connection for a home office (Satellite internet, mobile internet, or hotspots are not permitted)

Minimum Computer Requirements

* Internet Speed: Minimum download/upload speed of 40 Mbps/20 Mbps

• Processor: 2 GHz 64-bit processor or higher
• RAM: 8 GB required (higher recommended)
• Disk Space: At least 20 GB of available disk space
• Operating System: Microsoft or Apple-supported OS
• Browser: Microsoft-supported or Google Chrome browser
• Citrix Receiver: Version 4.1 or higher (must be able to update to newer versions as required)
• Connection: Internet router or modem must allow a PC to connect via Ethernet cable (Wi-Fi is not permitted)
• Chromebooks are not compatible with this role

Job Duties Include

* Responding to caller questions via telephone and written correspondence regarding benefits, contracts, eligibility, and claims

• Successfully completing five weeks of paid virtual (at-home) training and applying learned skills on the job
• Operating a PC to extract information, document inquiries, and track activities in the database
• Thoroughly documenting inquiry outcomes for accurate tracking and analysis
• Coordinating with team members to ensure timely handling of TRICARE member requests
• Working under the supervision of a virtual (at-home) supervisor to answer questions and escalate complex issues when necessary
• Meeting quality, member experience, and first-time resolution objectives while responding to customer needs
• Maintaining a productive work environment and proactively addressing issues such as internet connectivity challenges

Requirements for Success

* Recent experience in at-home call center support, with a history of quality call scoring and excellent attendance

• Pre-employment background checks will be conducted, including U.S. citizenship verification
• A personal PC or laptop with a wired internet connection is required for this role. You must be able to connect to the client environment within five (5) minutes. Additional equipment will be provided to meet security requirements for your home office
• Availability for pre-interview sessions in late January 2025

Desired Skills and Experience

* Prior customer service experience, preferably in a call center handling inbound calls, emails, or chat

• A genuine desire to support customers with the highest level of quality and accuracy
• Ability to work from home Monday through Friday, between 8:00 AM and 7:00 PM Eastern Time

Compensation and Benefits

* During training, employees are paid a flat rate. After training, pay increases

• Employees are eligible for benefits, including medical, dental, vision, FSA, 401K, and paid time off after 60 days of employment
• Employees who choose to maintain their existing medical benefits can allocate benefit dollars to other available options

How to Apply

Apply online for immediate consideration for the new hire class beginning February 18, 2025. To ensure your application is reviewed:

• Answer all six application questions
• Complete the application fully
• Upload your resume and an image of your internet speed test

Only fully completed applications will be reviewed. Apply Job! Apply for this job