**Experienced Customer Experience Representative – Inbound Support (Remote) at arenaflex**

At arenaflex, we're dedicated to delivering exceptional customer experiences that exceed the expectations of our members and providers. As a key member of our customer support team, you'll play a vital role in providing top-notch service, resolving issues, and identifying opportunities to improve our services. If you're passionate about delivering outstanding customer experiences and have a knack for building rapport with customers, we want to hear from you! **About arenaflex** arenaflex is a nationwide Fortune 500 organization with a mission to provide quality healthcare to people receiving government assistance. We're committed to making a difference in the lives of others, and we're looking for talented individuals like you to join our team. As a remote employee, you'll have the flexibility to work from anywhere, while still being part of a highly engaged and team-oriented workforce. **Job Summary** As a Customer Experience Representative, you'll be responsible for providing exceptional service to our members and providers through various communication channels, including phone, chat, email, and off-phone work. You'll also conduct surveys related to health assessments and member/provider satisfaction, accurately document pertinent details, and demonstrate a strong ability to build rapport and respond to customers in an empathetic manner. If you're a customer service professional with a passion for delivering outstanding experiences, we encourage you to apply! **Key Responsibilities** * Provide service support to members and/or providers using one or more contact center communication channels and across multiple states and/or products, including phone, chat, email, and off-phone work supporting our Medicaid, Medicare, and/or Marketplace business. * Conduct various surveys related to health assessments and member/provider satisfaction. * Accurately document pertinent details related to Member or Provider inquiries. * Ability to work regularly scheduled shifts within our hours of operation, where lunches and breaks are scheduled and work over-time and/or weekends, as needed. * Demonstrate ability to quickly build rapport and respond to customers in an empathetic manner by identifying and exceeding customer expectations. * Aptitude to listen attentively, capture relevant information, and identify Member or Provider's inquiries and concerns. * Capable of meeting/exceeding individual performance goals established for the position in the areas of: Call Quality, Attendance, Adherence, and other Contact Center objectives. * Able to proactively engage and collaborate with various Internal/External departments. * Personal responsibility and accountability by taking ownership of providing resolutions in real time or through timely follow-up with the Member and/or Provider. * Supports provider needs for basic inquiries and assistance involving member eligibility and covered benefits, Provider Portal, and status of submitted claims. * Ability to effectively communicate in a professional setting. **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 * Ability to work in a team-oriented environment * 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 service or sales role * Familiarity with Genesys, Salesforce, Pega, QNXT, CRM, Verint, Kronos, Microsoft Teams, Video Conferencing, CVS Caremark, and Availity * Experience working in a remote or virtual environment **Skills and Competencies** * Excellent communication and interpersonal skills * Strong problem-solving and analytical skills * Ability to work in a fast-paced, dynamic environment * Strong attention to detail and organizational skills * Ability to build rapport and respond to customers in an empathetic manner * Proficiency in Microsoft Office and other relevant software applications **Career Growth Opportunities and Learning Benefits** At arenaflex, we're committed to helping our employees grow and develop their careers. As a Customer Experience Representative, you'll have opportunities to: * Develop your skills and knowledge in customer service and sales * Work with a talented team of professionals who are passionate about delivering exceptional customer experiences * Participate in ongoing training and development programs to enhance your skills and knowledge * Take on new challenges and responsibilities as you grow and develop in your role **Work Environment and Company Culture** As a remote employee, you'll have the flexibility to work from anywhere, while still being part of a highly engaged and team-oriented workforce. Our company culture is built on the values of: * Customer Focus: We're committed to delivering exceptional customer experiences that exceed expectations. * Teamwork: We work together to achieve our goals and support each other in our roles. * Innovation: We're always looking for new and better ways to deliver services and improve our processes. * Integrity: We operate with integrity and transparency in all our interactions. **Compensation, Perks, and Benefits** arenaflex offers a competitive benefits and compensation package, including: * Hourly pay rate: $20.29 - $28.82 * Opportunities for overtime and bonuses * Comprehensive benefits package, including medical, dental, and vision insurance * 401(k) retirement plan with company match * Paid time off and holidays * Professional development opportunities and training programs **How to Apply** If you're a customer service professional with a passion for delivering outstanding experiences, we encourage you to apply! 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 diverse work environment that reflects the communities we serve. **Job Type** Full-time **Posting Date** 11/22/2024 Apply Job! Apply for this job