Experienced Customer Service Representative – Tier 1 – arenaflex

At arenaflex, we're not just another tech company – we're a catalyst for change. Our mission isn't just to offer IT solutions; it's to revolutionize the way you work. Here, passion isn't just a buzzword; it's the fuel behind groundbreaking ideas and transformative technologies. We serve a wide range of government clients, delivering impact that's felt across the nation. Our true strength lies in our people. They're the problem-solvers and innovators consistently delivering extraordinary outcomes. With arenaflex, you're not stepping into a routine job; you're joining a team committed to innovation and excellence. Our innovation extends beyond just delivering projects. Through our specialized Innovation Centers, we continuously refine our methods, ensuring we remain industry leaders. We are arenaflex!

ROLE & RESPONSIBILITIES:

As an Experienced Customer Service Representative – Tier 1 at arenaflex, you will be an integral part of our dynamic team, responsible for providing exceptional customer service to our clients. Your primary focus will be on answering Tier 1 customer inquiries, providing account access support, and logging user inquiries in our ServiceNow system. Some of your key responsibilities will include:

• Providing Tier 1 service desk support for insurance issuers, Agents, and Web brokers, CMS/CCIIO application users, Health Insurance Exchanges, and state agencies based on inquiries received via phone or email.
• Providing account access support, such as password resets and unlocking accounts for various marketplace applications, including COTS products like TIBCO MFT.
• Logging user inquiries in ServiceNow and assigning to the right groups internally before assigning to Tier 2 support.
• Triage inquiries by marketplace functions and assigning to the right marketplace systems/CCIIO business groups as applicable – skills and knowledge provided by training via our training instructors.
• Providing general policy information supplied by the business owners and Tier 2 systems using Knowledge-Based Articles (KBA).
• Providing process guidance and technical assistance to requesters seeking assistance based on information provided by CMS/CCIIO business owners and Tier 2 support teams.

REQUIRED EXPERIENCE:

To be successful in this role, you will need to possess the following experience:

• Receptive to training for business acumen adoption, service desk operational processes, and information dissemination that aligns with a Tier 1 service desk function.
• Excellent communication and phone skills. Exceptional Customer Service skills.
• A minimum of 1 year of experience in a high-volume call center is required.
• A minimum of 1 year of experience in a ticketing system (i.e., ServiceNow, Salesforce, Remedy).
• A minimum of 1 year of experience with an IVR system (i.e., CXOne, Five9, AWS, Genesys).
• Candidates must be able to obtain and maintain a Public Trust clearance.
• Candidates must have lived in the United States 3 out of the past 5 years.

PREFERRED EXPERIENCE:

While not required, we prefer candidates with:

• 1+ years of experience in the health industry/health insurance domain.
• Experience serving CMS or US Federal Government Helpdesk/ServiceDesk.

EDUCATION & CERTIFICATIONS:

* High school Diploma or GED.

CAREER GROWTH OPPORTUNITIES:

At arenaflex, we believe in investing in our employees' growth and development. As a Customer Service Representative – Tier 1, you will have the opportunity to:

• Develop your skills and knowledge in a dynamic and supportive environment.
• Take on new challenges and responsibilities as you grow in your role.
• Collaborate with a talented team of professionals who are passionate about innovation and excellence.

WORK ENVIRONMENT & COMPANY CULTURE:

Our office is located in the heart of Remote, offering a dynamic and collaborative work environment. We prioritize work-life balance, providing flexible scheduling and a range of benefits to support your well-being.

COMPENSATION, PERKS, & BENEFITS:

We offer a competitive salary, comprehensive benefits package, and a range of perks, including:

• Competitive salary and bonus structure.
• Comprehensive health, dental, and vision insurance.
• 401(k) retirement plan with company match.
• Flexible scheduling and remote work options.
• Professional development opportunities and training programs.
• Access to cutting-edge technology and tools.

HOW TO APPLY:

If you're a motivated and customer-focused individual looking for a new challenge, we want to hear from you! Apply now to join our team at arenaflex and take the first step towards a rewarding and challenging career. Apply To This Job

EQUAL EMPLOYMENT OPPORTUNITY:

arenaflex is an equal employment 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.

ACCOMMODATIONS:

If you need accommodation seeking employment with arenaflex, please email [email protected] or call 410-424-7700. Accommodations are made on a case-by-case basis.

SECURITY NOTICE:

At arenaflex, we take security and protection of personal information very seriously. We will never ask you to send private personal information over email. Accordingly, we ask you to immediately contact our security team via email at [email protected] upon receiving a suspicious request. Apply for this job