Experienced Customer Experience Representative III - Remote

Join arenaflex Today and Take Your Career to the Next Level

Are you a customer experience expert looking for a new challenge? Do you have a passion for delivering exceptional service and building strong relationships with customers? Look no further than arenaflex, a leading healthcare company dedicated to providing innovative solutions to meet the needs of our members and providers.

About arenaflex

arenaflex is a dynamic and growing organization that is committed to making a positive impact on the lives of our members and providers. We are a company that values innovation, collaboration, and customer-centricity, and we are seeking talented individuals who share these values to join our team.

Job Summary

As a Customer Experience Representative III, you will play a critical role in delivering exceptional service to our members and providers. You will be responsible for providing support and resolving issues in a fair and effective manner, while demonstrating arenaflex values in your actions. You will also have the opportunity to identify opportunities to improve our member and provider experiences and contribute to the development and maintenance of member and provider materials.

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.

• Handle escalated calls on behalf of management and provide excellent customer service for all call center communication channels.
• Accurately document all member/provider communication and maintain confidentiality.
• 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.
• Demonstrated ability to quickly build rapport and respond to customers in a compassionate manner by identifying and exceeding customer expectations.
• Demonstrated ability to listen skillfully, collect relevant information, determine immediate requests and identify the customer's needs.
• Achieve individual performance goals established for this position in the areas of call quality, attendance and scheduled adherence.
• Engage and collaborate with other departments to ensure seamless communication and resolution of issues.
• Demonstrate personal responsibility and accountability by taking ownership of the call/issue and following it through to resolution, on behalf of the customer, in real time or through timely follow up with the customer.

Essential Qualifications

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

• 3-5 years customer service or sales experience in a fast-paced, high-volume environment.
• Proficient in systems utilized, including Microsoft Office, Genesys, Salesforce, Pega, QNXT, CRM, Verint, Kronos, Microsoft Teams, Video Conferencing, CVS Caremark, Availity, and Molina Provider Portal.

Preferred Qualifications

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

• 5-7 years customer service or sales experience in a fast-paced, high-volume environment.
• Broker/Healthcare insurance licensure.
• Proficient in multiple lines of business, including Medicare, Medicaid, Marketplace, MMP.

Skills and Competencies

* Excellent communication and interpersonal skills.

• Ability to work in a fast-paced, dynamic environment.
• Strong problem-solving and analytical skills.
• Ability to work independently and as part of a team.
• Proficient in multiple software systems and tools.
• Strong customer service skills and ability to build strong relationships with customers.

Career Growth Opportunities and Learning Benefits

* arenaflex offers a comprehensive training program to help you develop your skills and advance your career.

• Opportunities for career growth and advancement within the company.
• Collaborative and dynamic work environment that encourages innovation and creativity.
• Access to cutting-edge technology and tools to help you stay ahead of the curve.

Work Environment and Company Culture

* arenaflex is a remote-friendly company that offers flexible work arrangements to help you balance your work and personal life.

• Collaborative and dynamic work environment that encourages innovation and creativity.
• Opportunities for professional development and growth.
• Access to a comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off.

Compensation, Perks, and Benefits

* Competitive hourly rate: $13.41 - $29.06 per hour.

• Comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off.
• Flexible work arrangements, including remote work options.
• Access to cutting-edge technology and tools to help you stay ahead of the curve.

How to Apply

If you are a motivated and customer-focused individual who is looking for a new challenge, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and cover letter, to [insert contact information]. We look forward to hearing from you!

Equal Opportunity Employer

arenaflex is an Equal Opportunity Employer (EOE) and welcomes applications from diverse candidates. We are committed to creating a workplace that is inclusive and respectful of all employees, and we strive to provide equal opportunities for employment and advancement to all qualified individuals. Apply for this job