Experienced Customer Service Advocate II – Member and Provider Support Specialist for arenaflex

Welcome to arenaflex: Where Customer Satisfaction Meets Excellence At arenaflex, we are dedicated to providing top-notch service to our 28 million members, and we're looking for a talented Customer Service Advocate II to join our team. As a diversified, national organization, we offer a unique blend of competitive benefits, flexible work arrangements, and a dynamic work environment that fosters growth and development. Our mission is to make a positive impact on the lives of our members, and we believe that our Customer Service Advocates play a vital role in achieving this goal. Job Overview As a Customer Service Advocate II at arenaflex, you will be the primary point of contact for our members and providers, responsible for resolving routine inquiries, issues, and concerns in a timely and professional manner. You will leverage various communication channels, including phone, live chat, and email, to provide personalized support and ensure that our customers receive high-quality service. Your goal will be to mitigate and prevent complaints from being escalated, providing front-line resolution to various member and provider inquiries, requests, and concerns. Key Responsibilities: Assess and research routine member and/or provider inquiries, requests, and concerns to determine causes and initiate corrective actions to other service or technical departments as needed 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 Provide support on various member or provider issues to ensure customers receive high-quality service 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, regulations, and all other policies to ensure quality, consistency, and compliance Provide expertise in resolving multiple inquiries, requests, and/or concerns across all areas of responsibilities Perform other duties as assigned and comply with all policies and standards Requirements and Qualifications To be successful in this role, you will need to possess a High School diploma or GED, as well as 1-2 years of related experience in a contact center environment. Vocational or technical education in addition to prior work experience is also desirable. Experience interacting with members and/or providers in a contact center environment is preferred, and you should be comfortable working in a fast-paced environment with multiple priorities and deadlines. Essential Qualifications: High School diploma or GED 1-2 years of related experience in a contact center environment Vocational or technical education in addition to prior work experience (desirable) Experience interacting with members and/or providers in a contact center environment (preferred) Excellent communication and problem-solving skills Ability to work in a high-paced contact center environment Strong attention to detail and ability to maintain accuracy in a fast-paced environment Preferred Qualifications: Previous experience in a customer-facing role, preferably in a healthcare or insurance setting Knowledge of customer relationship management (CRM) software and contact center technology Experience with quality standards, regulations, and compliance in a contact center environment Strong analytical and problem-solving skills, with the ability to resolve complex issues Excellent time management and organizational skills, with the ability to prioritize multiple tasks and deadlines Skills and Competencies To excel in this role, you will need to possess a range of skills and competencies, including: Communication skills: Excellent verbal and written communication skills, with the ability to communicate complex information in a clear and concise manner Problem-solving skills: Strong analytical and problem-solving skills, with the ability to resolve complex issues and think critically Customer service skills: Excellent customer service skills, with the ability to provide personalized support and ensure customer satisfaction Time management and organization: Strong time management and organizational skills, with the ability to prioritize multiple tasks and deadlines Adaptability and flexibility: Ability to work in a fast-paced environment with multiple priorities and deadlines, and to adapt to changing circumstances and priorities Career Growth and Development At arenaflex, we are committed to the growth and development of our employees. As a Customer Service Advocate II, you will have access to a range of training and development opportunities, including on-the-job training, continuous learning education, and vocational or technical education. You will also have the opportunity to work with a talented team of professionals who are passionate about delivering exceptional customer service and making a positive impact on the lives of our members. Work Environment and Company Culture At arenaflex, we pride ourselves on our dynamic and supportive work environment. Our contact center is a fast-paced and energetic place to work, with a team of talented and dedicated professionals who are passionate about delivering exceptional customer service. We offer a range of perks and benefits, including flexible work arrangements, competitive pay, and a comprehensive benefits package. We are also committed to diversity, equity, and inclusion, and value the ways in which we are different. Compensation and Benefits We offer a competitive hourly rate of $17.17 - $26.97 per hour, depending on experience and qualifications. Our comprehensive benefits package includes health insurance, 401K and stock purchase plans, tuition reimbursement, paid time off plus holidays, and a flexible approach to work with remote, hybrid, field, or office work schedules. We also offer a range of perks and benefits, including opportunities for career growth and development, and a dynamic and supportive work environment. Conclusion If you are a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity. As a Customer Service Advocate II at arenaflex, you will have the chance to make a positive impact on the lives of our members, while also developing your skills and advancing your career. Don't miss out on this opportunity to join our team and be part of a dynamic and supportive work environment. Apply now to take the first step towards an exciting and rewarding career with arenaflex! Apply for this job