**Experienced Customer Care Representative I - Claims and Intake Applications**

At arenaflex, we're passionate about delivering exceptional customer experiences that exceed our clients' expectations. As a Customer Care Representative I, you'll play a vital role in our mission to provide compassionate, empathetic, and professional support to claimants and clients across the country. If you're a motivated, customer-focused individual with a strong work ethic and excellent communication skills, we want to hear from you! **Job Summary:** As a Customer Care Representative I, you'll 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'll work in a fast-paced, team-oriented environment, using your strong communication skills to resolve routine administrative technical issues, answer related claims questions, and maintain confidentiality and adhere to HIPAA rules and regulations. **Key Responsibilities:** * Manage inbound calls for claimant-related leaves and/or Intake applications, providing empathetic and professional support to clients and claimants * Perform outbound voice work tasks related to selected clients and claimants, using your strong communication skills to resolve issues and answer questions * Provide exceptional customer service, consistently delivering high-quality support and resolving issues in a timely and efficient manner * Accurately file and document client/claimant-specific information into the applicable system, adhering to all department standards * Respond to client and claimant inquiries in a timely and efficient manner, using your strong communication skills to resolve issues and answer questions * 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 adhere to HIPAA rules and regulations * Reliable, regular, and predictable attendance to ensure appropriate staffing to handle call volume * All other duties as assigned **Essential Qualifications:** * High school diploma or equivalent required; associate's or bachelor's degree preferred * 1-2 years of experience in a customer-facing role, preferably in a call center environment * Strong customer service skills, with the ability to remain calm and composed in high-pressure situations * Excellent communication and interpersonal skills, with the ability to work effectively with clients and claimants * Ability to type and talk, with strong typing skills and accuracy * Proven patience and understanding, with the ability to empathize with clients and claimants * Active listening skills, with the ability to understand and respond to client and claimant needs * Strong attention to detail, with the ability to accurately file and document client/claimant-specific information * Demonstrated compassion and empathy, with the ability to provide support and guidance to clients and claimants * Ability to work independently and remotely, with strong self-motivation and discipline * Ability to communicate effectively in both verbal and written interactions, with strong reading comprehension and writing skills * 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, with strong reading comprehension and writing skills * 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:** * 2+ years of experience in a customer-facing role, preferably in a call center environment * Bachelor's degree in a related field, such as business, communications, or psychology * Certification in customer service or a related field * Experience working in a fast-paced, team-oriented environment * Ability to work in a dynamic, ever-changing environment, with strong adaptability and flexibility **Skills and Competencies:** * Strong customer service skills, with the ability to remain calm and composed in high-pressure situations * Excellent communication and interpersonal skills, with the ability to work effectively with clients and claimants * Ability to type and talk, with strong typing skills and accuracy * Proven patience and understanding, with the ability to empathize with clients and claimants * Active listening skills, with the ability to understand and respond to client and claimant needs * Strong attention to detail, with the ability to accurately file and document client/claimant-specific information * Demonstrated compassion and empathy, with the ability to provide support and guidance to clients and claimants * Ability to work independently and remotely, with strong self-motivation and discipline * Ability to communicate effectively in both verbal and written interactions, with strong reading comprehension and writing skills * 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, with strong reading comprehension and writing skills **Work Environment:** * Reliance Matrix's Customer Care Center operates 24 hours per day/7-days per week, offering a variety of schedules due to this scope of coverage * Customer Care Representatives must be available to work a scheduled shift between the 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 * Customer Care Representatives must have predictable and reliable attendance and adherence to their daily and weekly assigned schedule **Physical Requirements:** * Sitting for prolonged periods of time, extensive typing, and otherwise using primarily the fingers rather than the entire hand * Employee is required to have visual acuity sufficient to perform activities such as preparing and analyzing data and figures; transcribing notes; viewing a computer terminal and extensive reading * Employee is required to have hearing sufficient to understand verbal instruction and answer telephones * Reliance Standard Life Insurance will provide qualified employees with a reasonable accommodation in accordance with applicable law **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—our team members. That's 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. **Apply Now:** If you're a motivated, customer-focused individual with a strong work ethic and excellent communication skills, we want to hear from you! Apply now to join our team and become a part of our mission to deliver exceptional customer experiences that exceed our clients' expectations. Apply Job! Apply for this job