Experienced Customer Support Representative – Member Advocacy & Experience Enhancement

At arenaflex, we're revolutionizing the healthcare industry with our cutting-edge approach to root cause resolution medicine. As a Customer Support Representative, you'll play a vital role in delivering exceptional member service, ensuring their satisfaction, and driving loyalty. If you're passionate about helping others and possess a knack for problem-solving, we invite you to join our dynamic team.

About arenaflex

arenaflex is a digital health company dedicated to transforming the health of everyone, everywhere with the world's best possible medicine. With a mission to make a meaningful impact, we're committed to providing an equitable, fair, and transparent compensation program for all employees. Our work is inspired by our members' journeys, and our actions are focused on impact and results.

The Opportunity

As a Customer Support Representative, you'll be the face of arenaflex, providing a high level of customer service to our members through various channels, including email, SMS, and phone. You'll work closely with our clinical and sales departments to ensure member satisfaction and loyalty. This role requires a unique blend of technical skills, empathy, and problem-solving abilities.

Key Responsibilities

* Provide exceptional member service through prompt, accurate, and knowledgeable responses to member inquiries and complaints

• Maintain ownership of member issues from receipt of the initial request to resolution
• Follow up with members to ensure their issues have been resolved to their satisfaction
• Maintain a comprehensive understanding of the company's products and services
• Utilize member feedback to identify opportunities for improvement and report trends
• Assist in developing initiatives to enhance member experience and satisfaction
• Manage inbound and outbound member inquiries via phone, SMS, and our online messaging platform
• Escalate unresolved member questions to the appropriate department to ensure a quick turnaround for all member inquiries
• Ability to think on your feet and de-escalate member situations
• Assist members with renewal questions and encourage continued care
• Collect feedback from members and process cancellations
• Support members' scheduling and member portal navigation needs and troubleshooting as needed
• This is an evolving and growing department, and role requirements may change and expand as arenaflex grows
• Other duties as assigned

What You'll Need

* At least one year of relevant work experience in a one-to-one client/patient-facing role

• Healthcare tech/start-up experience preferred
• An empathetic customer-service approach that ensures your members feel heard and cared for
• Call management system experience preferred (i.e., Regal.io)
• A passion for helping others
• Excellent oral and written communication skills
• Can comfortably resolve issues over the telephone
• A detail-oriented mindset with a knack for organization and clarity - nothing slips through the cracks
• Proactivity, autonomy, and commitment to excellence in your work
• Flexibility as roles and responsibilities are subject to change and new ones may be assigned
• Ability to work from home in a quiet space to conduct phone calls

Benefits and Compensation

* Equity Stake

• 401(k) + Employer Matching program
• Remote-first with the option to work from one of our centers in NYC or LA
• Complimentary arenaflex Complete Care membership
• Subsidized Medical, Dental, and Vision insurance plan options
• Generous 4+ weeks of paid time off
• Annual professional development stipend
• Annual wellness stipend

Compensation Details

The salary for this role is $24.25/hour ($50,440 annually). We take a geo-neutral approach to compensation within the US, meaning that we pay based on job function and level, not location. Individual compensation decisions are based on a number of factors, including experience level, skillset, and balancing internal equity relative to peers at the company.

Work Environment and Culture

At arenaflex, we believe in celebrating everything that makes us human and are proud to be an equal opportunity workplace. We embrace diversity and are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We believe that the more inclusive we are, the better we can serve our members.

How to Apply

If you're passionate about delivering exceptional member service and possess the skills and qualifications outlined above, we invite you to apply for this exciting opportunity. Please note that we will never communicate with you via Microsoft Teams, and we will never ask for your bank account information at any point during the recruitment process. Apply to this job We look forward to connecting with you and exploring how you can contribute to our mission to transform the health of everyone, everywhere with the world's best possible medicine. Apply for this job