**Job Type:** Full-time, Contract-to-Hire, 1-year contract
**Hourly Rate:** $19/hour
**Location:** Remote, Illinois, 8:00 AM - 5:00 PM CST
**Job Description:**
At arenaflex, we're dedicated to delivering exceptional customer experiences that exceed our members' and providers' expectations. As a Customer Service Advocate, you'll play a vital role in our mission by providing timely, accurate, and personalized support to our valued customers. If you're passionate about delivering outstanding customer service, have a knack for problem-solving, and thrive in a fast-paced environment, we want to hear from you!
**About arenaflex:**
arenaflex is a leading organization in the healthcare industry, committed to providing innovative solutions that improve the lives of our members and providers. Our team is passionate about making a difference, and we're looking for like-minded individuals to join our ranks. As a remote employee, you'll enjoy the flexibility to work from the comfort of your own home while being part of a dynamic and supportive team.
**Position Purpose:**
As a Customer Service Advocate, you'll serve as the first point of contact for our members and providers, resolving inquiries, issues, or concerns in a timely and accurate manner. You'll leverage various communication channels, including phone, live chat, and email, to provide personalized support and mitigate complaints from being escalated. Your goal will be to deliver exceptional customer experiences that exceed our customers' expectations.
**Responsibilities:**
* Receive and respond to routine member and/or provider inquiries, requests, and/or concerns in an accurate and timely manner
* Mitigate and prevent complaints from being escalated to resolve in initial contact
* Serve as the front-line resolution advocate on various member and/or provider inquiries, requests, or concerns
* Resolve basic problems by communicating the requested information regarding the assessment of the member or provider needs, understanding the cause, and determining if problems need to be routed to other departments for further resolution
* Maintain performance and quality standards based on established contact center metrics
* Provide customer service in a high-paced contact center environment over the phone, via live chats, and emails
* Document all member or provider information and communications for quality and performance tracking through the Customer Relationship Management (CRM) applications
* Remain up-to-date and adhere to quality standards, regulation, and all other policies to ensure quality, consistency, and compliance
* Perform other duties as assigned
* Comply with all policies and standards
**Education Requirement:**
* High School Diploma or GED
**Experience Required:**
* 0-2 years Call Center/Customer Service experience
* Problem-solving and critical thinking skills
* Ability to multi-task working independently from home free of distractions
* Interpersonal skills
**Experience Preferred:**
* 2-year call center experience
* 2 years claims experience
* Medicaid Knowledge
* Previous experience with Microsoft computer applications
* Previous experience working remotely using multiple applications and screens
**Skills and Competencies:**
* Excellent communication and interpersonal skills
* Strong problem-solving and critical thinking skills
* Ability to work independently and as part of a team
* Proficiency in Microsoft Office applications
* Experience with CRM applications
* Strong time management and organizational skills
* Ability to adapt to changing priorities and deadlines
* Strong customer service skills, with a focus on delivering exceptional experiences
**Career Growth Opportunities and Learning Benefits:**
At arenaflex, we're committed to helping our employees grow and develop their careers. As a Customer Service Advocate, you'll have access to:
* Ongoing training and development opportunities to enhance your skills and knowledge
* Opportunities for career advancement and professional growth
* A supportive and collaborative work environment
* Flexible work arrangements, including remote work options
* Competitive compensation and benefits package
**Work Environment and Company Culture:**
At arenaflex, we're passionate about creating a positive and inclusive work environment that supports the well-being and success of our employees. As a remote employee, you'll enjoy the flexibility to work from the comfort of your own home while being part of a dynamic and supportive team. Our company culture is built on the values of:
* Collaboration and teamwork
* Innovation and creativity
* Customer focus and excellence
* Integrity and accountability
* Respect and inclusivity
**Compensation, Perks, and Benefits:**
As a Customer Service Advocate at arenaflex, you'll enjoy a competitive compensation package, including:
* $19/hour hourly rate
* Comprehensive benefits package, including medical, dental, and vision insurance
* 401(k) retirement plan with company match
* Paid time off and holidays
* Flexible work arrangements, including remote work options
* Ongoing training and development opportunities
**How to Apply:**
If you're passionate about delivering exceptional customer service and have a knack for problem-solving, we want to hear from you! Apply now to join our team as a Customer Service Advocate at arenaflex.
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