At arenaflex, we pride ourselves on delivering exceptional customer service and innovative solutions to our clients. As a Customer Care Representative I, you will play a vital role in providing compassionate and empathetic support to claimants and clients across the country. If you possess a strong worth ethic, excellent communication skills, and a passion for helping others, we encourage you to join our dynamic team.
**Job Summary:**
As a Customer Care Representative I, you will be responsible for managing inbound calls for claimant-related leaves and/or Intake applications, performing outbound voice work tasks related to selected clients and claimants, and providing exceptional customer service. You will be the face of arenaflex, representing our company values of integrity, empowerment, compassion, collaboration, and fun. If you are a motivated and results-driven individual who thrives in a fast-paced, team-oriented environment, we invite you to apply for this exciting opportunity.
**Key Responsibilities:**
* Manage inbound calls from clients and claimants across the country, providing timely and efficient responses to their inquiries
* Accurately file and document client/claimant-specific information into the applicable system
* Adhere to all department standards, ensuring compliance with regulatory requirements and company policies
* Consistently deliver exceptional customer service, measured by the results of our Quality Monitoring program
* Demonstrate confidence, strong decision quality, and sound judgment when assisting claimants
* Resolve routine administrative technical issues for applicable source systems
* Answer related claims questions for applicable clients specific to the Intake process and reporting missed time
* Maintain a high level of confidentiality and abide by HIPPA rules and regulations
* Reliable, regular, and predictable attendance to ensure appropriate staffing to handle call volume
* Perform other duties as assigned
**Essential Qualifications:**
* Strong customer service skills, with a polite, friendly, and helpful demeanor
* Ability to type and talk, with proven patience and understanding
* Active listening skills, with a strong attention to detail
* Demonstrated compassion and empathy, with the ability to work independently and remotely
* Exceptional interpersonal communication skills, with the ability to work with a diverse workforce
* Proficient at maneuvering on a PC, with working knowledge of MS Office (Word, Excel, and Outlook)
* Ability to manage and meet departmental deadlines and key performance indicators
* Demonstrated ability in verbal and written skills, and reading comprehension
* Proven experience in providing quality customer service (preferably in a call center environment)
* Knowledge of medical terminology preferred
* Experience using web-based programs
**Preferred Qualifications:**
* High-speed home internet installed for remote/teleworker setup
* Familiarity with HIPPA regulations and confidentiality requirements
* Experience working in a fast-paced, team-oriented environment
* Ability to multitask, remain organized, and be detail-oriented
* Initiative and adaptability in a dynamic environment
**Work Environment:**
* Reliance Matrix's Customer Care Center operates 24 hours a day/7-days a week, offering a variety of schedules due to the scope of coverage
* Customer Care Representatives must be available to work a scheduled shift between core business hours (Mon-Fri, 4am to 8pm Arizona time) and open to working some holidays
* Customer Care Representatives must be willing and able to work sitting in one place, taking calls and speaking for the entirety of their scheduled shift (excluding scheduled breaks and lunches)
* Customer Care Representatives must be willing and able to work in a fast-paced, team-oriented, dynamic inbound/outbound call center
**Physical Requirements:**
* Sitting for prolonged periods of time, extensive typing, and otherwise using primarily the fingers rather than the entire hand
* Visual acuity sufficient to perform activities such as preparing and analyzing data and figures, transcribing notes, viewing a computer terminal, and extensive reading
* Hearing sufficient to understand verbal instruction and answer telephones
**What We Offer:**
At arenaflex, we believe that creating a more diverse, equitable, and inclusive culture allows us to realize more of our potential. And we can't do this without our most important asset – you. That is why we offer a competitive pay package and a range of benefits to help team members thrive in their financial, physical, and mental wellbeing.
* An annual performance bonus for all team members
* Generous 401(k) company match that is immediately vested
* A choice of three medical plans (that include prescription drug coverage) to suit your unique needs
* For High Deductible Health Plan enrollees, a company contribution to your Health Savings Account
* Multiple options for dental and vision coverage
* Company-provided Life & Disability Insurance to ensure financial protection when you need it most
* Family-friendly benefits, including Paid Parental Leave & Adoption Assistance
* Hybrid work arrangements for eligible roles
* Tuition Reimbursement and Continuing Professional Education
* Paid Time Off, volunteer days, community partnerships, and Employee Assistance Program
* Ability to connect with colleagues around the country through our Employee Resource Group program and our Diversity Equity & Inclusion Council
**Our Values:**
* Integrity
* Empowerment
* Compassion
* Collaboration
* Fun
**EEO Statement:**
arenaflex is an equal opportunity employer. We adhere to a policy of making employment decisions without regard to race, color, religion, sex, national origin, citizenship, age, or disability, or any other classification or characteristic protected by federal or state law or regulation. We assure you that your opportunity for employment depends solely on your qualifications.
**How to Apply:**
If you are a motivated and results-driven individual who thrives in a fast-paced, team-oriented environment, we invite you to apply for this exciting opportunity. Please visit our website to submit your application and join our dynamic team at arenaflex.
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