At arenaflex, we're revolutionizing the healthcare industry by providing innovative solutions that empower individuals to take control of their well-being. As a leading digital health company, we're committed to transforming the lives of our members by delivering exceptional care and support. We're seeking an experienced Customer Support Representative to join our team and play a vital role in ensuring our members receive the highest level of service.
**About arenaflex**
arenaflex is a pioneering digital health company with a mission to transform the health of everyone, everywhere with the world's best possible medicine. Our team is dedicated to helping individuals suffering from chronic conditions find relief with root cause resolution medicine. We're inspired by our members' journeys and our actions are focused on impact and results.
**The Opportunity**
As a Customer Support Representative at arenaflex, you'll be the first point of contact for our members, providing exceptional service and support through various communication channels, including email, SMS, and phone. You'll be responsible for:
* Providing prompt, accurate, and knowledgeable responses to member inquiries and complaints
* Maintaining ownership of member issues from receipt of the initial request to resolution
* Following up with members to ensure their issues have been resolved to their satisfaction
* Maintaining a comprehensive understanding of our company's products and services
* Utilizing member feedback to identify opportunities for improvement and report trends
* Assisting in developing initiatives to enhance member experience and satisfaction
* Managing inbound and outbound member inquiries via phone, SMS, and our online messaging platform
* Escalating 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
* Assisting members with renewal questions and encouraging continued care
* Collecting feedback from members and processing cancellations and attempts to retain members
* Supporting members' scheduling and member portal navigation needs and troubleshooting as needed
* Other duties as assigned
**What You'll Need**
To succeed in this role, you'll need:
* At least one year of relevant work experience in a one-to-one client/patient-facing environment
* Healthcare tech/start-up experience preferred
* An empathetic customer-service approach that ensures our members feel heard and cared for
* Call management system experience preferred (i.e., Regal.io, HelpScout)
* A passion for helping others
* Excellent oral and written communication skills
* Ability to 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
* Comfort with autonomy and a passion to take initiative
* 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**
As a valued member of our team, you'll enjoy:
* Equity Stake
* 401(k) + Employer Matching program
* Remote-first with the option to work from one of our centers in NYC or LA
* Complimentary Parsley Health 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**
The hourly rate for this role is $24.25/hour ($50,440 annually), depending on skills and experience. 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 Company Culture**
At arenaflex, we're committed to creating a work environment that's inclusive, supportive, and empowering. We believe in celebrating everything that makes us human and are proud to be an equal opportunity workplace. We're dedicated to building a team that represents a variety of backgrounds, perspectives, and skills, and 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 customer service and making a meaningful impact in the lives of our members, we encourage you to apply for this exciting opportunity. Please note that we'll never communicate with you via Microsoft Teams, and we'll never ask for your bank account information at any point during the recruitment process. A member of our Talent Acquisition team will reach out to you directly from an @arenaflex.com email address to guide you through our interview process.
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