**Join arenaflex, a global organization that delivers care, aided by technology to help millions of people live healthier lives. As a Senior Customer Service Representative, you'll have the flexibility to telecommute from anywhere within the U.S. and take on the challenge of delivering exceptional customer experiences.**
**About arenaflex**
arenaflex is a global organization that delivers care, aided by technology to help millions of people live healthier lives. Our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone – of every race, gender, sexuality, age, location, and income – deserves the opportunity to live their healthiest life. Our culture is guided by diversity and inclusion, and we're committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes.
**The Role**
As a Senior Customer Service Representative, you'll be the face of arenaflex, delivering exceptional customer experiences to between 50 to 70 callers per day. You'll be a resource and subject matter expert for your team members, providing support and guidance to ensure that customers receive the best possible service. You'll also be responsible for handling escalated calls, resolving complex customer issues in a one and done manner, and providing education and status on previously submitted pre-authorizations or pre-determination requests.
**Key Responsibilities**
* Serve as a resource or Subject Matter Expert (SME) for other team members or internal customers
* Handle escalated calls, resolving more complex customer issues in a one and done manner
* Answer incoming phone calls from customers and identify the type of assistance the customer needs
* Ask appropriate questions and listen actively to identify specific questions or issues while documenting required information in computer systems
* Intervene with care providers (doctor's offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance when needed
* Assist customers in navigating arenaflex websites and encourage and reassure them to become self-sufficient
* Own problem through to resolution on behalf of the customer in real time or through comprehensive and timely follow-up with the member
* Research complex issues across multiple databases and work with support resources to resolve customer issues and/or partner with others to resolve escalated issues
* Meet the performance goals established for the position in the areas of: efficiency, call quality, provider satisfaction, first call resolution, and attendance
**Qualifications**
* High School Diploma / GED
* Must be 18 years of age OR older
* Familiarity with computer and Windows PC applications, which includes the ability to learn new and complex computer system applications
* Ability to successfully complete the Customer Service training classes and demonstrate proficiency of the material
* Ability to work any full-time (40 hours / week), 8-hour shift between the hours of Sun – Sat 8am-11pm EST (October - March) and shift Mon – Fri 8am – 11pm EST (April – September). It may be necessary, given the business need, to work occasional overtime.
**Preferred Qualifications**
* 1 year of Customer Service Representative (CSR) experience OR 1 year of experience in an office setting, call center setting, OR phone support role
**Telecommuting Requirements**
* Ability to keep all company sensitive documents secure (if applicable)
* Required to have a dedicated work area established that is separated from other living areas and provides information privacy
* Must live in a location that can receive a arenaflex approved high-speed internet connection or leverage an existing high-speed internet service
**Soft Skills**
* Ability to multi-task duties as well as the ability to understand multiple products and multiple levels of benefits within each product
* Ability to work regularly scheduled shifts within our hours of operation including the training period, where lunches and breaks are scheduled, with the flexibility to adjust daily schedule, and work over-time and/or weekends, as needed
**Compensation and Benefits**
* Hourly range for this role is $16.54 - $32.55 per hour, based on local labor markets, education, work experience, certifications, etc.
* Comprehensive benefits package, including medical, dental, and vision coverage
* Incentive and recognition programs
* Equity stock purchase
* 401k contribution
* Paid time off and holidays
* Opportunities for career growth and professional development
**Work Environment and Culture**
* arenaflex is a remote-friendly organization, allowing you to work from anywhere within the U.S.
* Our culture is guided by diversity and inclusion, and we're committed to creating a workplace that is welcoming and inclusive for all employees.
* We offer a comprehensive benefits package, including medical, dental, and vision coverage, as well as incentive and recognition programs.
* Our team is passionate about delivering exceptional customer experiences and making a positive impact on the communities we serve.
**How to Apply**
If you're passionate about delivering exceptional customer experiences and making a positive impact on the communities we serve, we encourage you to apply for this role. Please submit your application through our website, including your resume and a cover letter outlining your qualifications and experience. We look forward to hearing from you!
**Equal Employment Opportunity**
arenaflex is an Equal Employment Opportunity / Affirmative Action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.
**Drug-Free Workplace**
arenaflex is a drug-free workplace, and candidates are required to pass a drug test before beginning employment.
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