At arenaflex, we're dedicated to delivering exceptional customer experiences that exceed our members' and providers' expectations. As a key member of our team, you'll play a vital role in providing top-notch support and resolving issues in a fair and effective manner. If you're passionate about delivering world-class customer service and have a flair for building strong relationships, we want to hear from you!
**Job Summary:**
As an Experienced Customer Experience Representative at arenaflex, you'll be the face of our organization, interacting with our members and providers through various communication channels. Your primary responsibility will be to provide stellar service, resolve issues, and address needs in a timely and professional manner. You'll also have the opportunity to identify opportunities to improve our member and provider experiences, ensuring that we continue to meet and exceed their expectations.
**Key Responsibilities:**
* Provide exceptional customer support to members and providers through phone, chat, email, and off-phone work, across multiple states and products, including Medicaid, Medicare, and Marketplace business.
* Conduct surveys related to health assessments and member/provider satisfaction to gather valuable feedback and insights.
* Accurately document pertinent details related to member or provider inquiries, ensuring that all information is up-to-date and easily accessible.
* Work regularly scheduled shifts within our hours of operation, including lunches and breaks, and be available to work overtime and/or weekends as needed.
* Demonstrate the ability to quickly build rapport and respond to customers in an empathetic manner, identifying and exceeding customer expectations.
* Listen attentively, capture relevant information, and identify member or provider's inquiries and concerns, providing timely and effective resolutions.
* Meet/exceed individual performance goals established for the position in areas such as Call Quality, Attendance, Adherence, and other Contact Center objectives.
* Proactively engage and collaborate with internal and external departments to ensure seamless communication and resolution of issues.
* Take ownership of providing resolutions in real-time or through timely follow-up with the member and/or provider, demonstrating personal responsibility and accountability.
* Support provider needs for basic inquiries and assistance involving member eligibility and covered benefits, Provider Portal, and status of submitted claims.
* Effectively communicate in a professional setting, both verbally and in writing.
**Essential Qualifications:**
* High School Diploma or equivalent combination of education and experience.
* 1-3 years of sales and/or customer service experience in a fast-paced, high-volume environment.
* Strong communication and interpersonal skills, with the ability to build rapport with customers and colleagues.
* Ability to work in a team environment, with a focus on collaboration and mutual support.
* Strong problem-solving and analytical skills, with the ability to think critically and resolve issues in a timely manner.
* Proficiency in Microsoft Office and other relevant software applications.
**Preferred Qualifications:**
* Associate's Degree or equivalent combination of education and experience.
* 1-3 years of experience in a customer-facing role, with a focus on resolving complex issues and providing exceptional service.
* Familiarity with systems such as Genesys, Salesforce, Pega, QNXT, CRM, Verint, Kronos, Microsoft Teams, Video Conferencing, CVS Caremark, and Availity.
* Bilingual Spanish language skills, with the ability to communicate effectively with customers and colleagues in both English and Spanish.
**Career Growth Opportunities and Learning Benefits:**
At arenaflex, we're committed to helping our employees grow and develop their skills and careers. As a Customer Experience Representative, you'll have access to a range of training and development opportunities, including:
* Ongoing training and coaching to help you develop your skills and knowledge.
* Opportunities for career advancement and professional growth.
* Access to a range of benefits and perks, including health insurance, retirement plans, and paid time off.
**Work Environment and Company Culture:**
At arenaflex, we're proud of our inclusive and supportive work environment, where every employee feels valued and respected. Our company culture is built on a foundation of teamwork, collaboration, and mutual support, with a focus on delivering exceptional customer experiences.
* Flexible work arrangements, including remote work options.
* Collaborative and supportive team environment.
* Opportunities for professional growth and development.
* Recognition and rewards for outstanding performance.
**Compensation, Perks, and Benefits:**
At arenaflex, we offer a competitive benefits and compensation package, including:
* Hourly pay rate: $21.16 - $28.82.
* Opportunities for overtime and bonuses.
* Comprehensive health insurance and retirement plans.
* Paid time off and holidays.
* Access to a range of employee perks and discounts.
**How to Apply:**
If you're passionate about delivering exceptional customer experiences and have a flair for building strong relationships, we want to hear from you! Please submit your application through our website, including your resume and a cover letter outlining your experience and qualifications.
**Equal Opportunity Employer:**
arenaflex is an Equal Opportunity Employer (EOE) and welcomes applications from diverse candidates. We're committed to creating an inclusive and supportive work environment, where every employee feels valued and respected.
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