Job Description
Welcome to arenaflex: Where Passion Meets Innovation At arenaflex, we're not just another tech company – we're a catalyst for change, revolutionizing the way our clients work through groundbreaking ideas and transformative technologies. Our mission is to deliver impact that's felt across the nation, serving a wide range of government clients with passion and dedication. Our true strength lies in our people, the problem-solvers and innovators who consistently deliver extraordinary outcomes. With arenaflex, you're not stepping into a routine job; you're joining a team committed to innovation and excellence.
About
Our Innovation Centers
Our innovation extends beyond just delivering projects. Through our specialized Innovation Centers, we continuously refine our methods, ensuring we remain industry leaders. These centers are the hub of our creative and technological advancements, where our teams collaborate to develop cutting-edge solutions that meet the evolving needs of our clients. By joining arenaflex, you'll be part of a dynamic environment that fosters growth, learning, and innovation. Role and Responsibilities As a Customer Service Representative – Tier 1, you will be an experienced representative responsible for answering Tier 1 customer inquiries.
Your primary responsibilities will include: Providing Tier 1 service desk support for insurance issuers, Agents, and Web brokers, CMS/CCIIO application users, Health Insurance Exchanges, and state agencies based on inquiries received via phone or email. Offering account access support, such as password resets and unlocking accounts for various marketplace applications, including COTS products like TIBCO MFT. Logging user inquiries in Service Now and assigning them to the right groups internally before assigning to Tier 2 support.
Triage inquiries by marketplace functions and assigning them to the right marketplace systems/CCIIO business groups as applicable, using skills and knowledge provided by training via our training instructors. Providing general policy information supplied by the business owners and Tier 2 systems using Knowledge Based Articles (KBA). Offering process guidance and technical assistance to requesters seeking assistance based on information provided by CMS/CCIIO business owners and Tier 2 support teams.
Required Experience and Qualifications To be successful in this role, you should have: Receptivity to training for business acumen adoption, service desk operational processes, and information dissemination that aligns with a Tier 1 service desk function. Excellent communication and phone skills, with exceptional Customer Service skills. A minimum of 1 year of experience in a high-volume call center. A minimum of 1 year of experience in a ticketing system (i.e., ServiceNow, Salesforce, Remedy). A minimum of 1 year of experience with an IVR system (i.e., CXOne, Five9, AWS, Genesys).
The ability to obtain and maintain a Public Trust clearance. Residency in the United States for 3 out of the past 5 years. Preferred Experience and Qualifications While not required, the following experiences are preferred: 1+ years of experience in the health industry/health insurance domain. Experience serving CMS or US Federal Government Helpdesk/ServiceDesk. Education and Certifications A High School Diploma or GED is required for this position. Career Growth Opportunities and Learning Benefits At arenaflex, we're committed to the growth and development of our employees.
As a Customer Service Representative – Tier 1, you'll have access to:
Comprehensive training programs to enhance your skills and knowledge. Opportunities for career advancement and professional growth. A dynamic and supportive work environment that fosters collaboration and innovation. Recognition and rewards for outstanding performance and contributions. Work Environment and Company Culture
Our work environment is built on the principles of innovation, excellence, and teamwork. At arenaflex, you'll experience: A culture that values diversity, equity, and inclusion.
A collaborative and dynamic work environment that encourages creativity and innovation. Flexible work arrangements and a healthy work-life balance. Opportunities to engage in community outreach and social responsibility initiatives. Compensation, Perks, and Benefits As a valued member of the arenaflex team, you'll enjoy a competitive compensation package, including: A comprehensive benefits program, including health, dental, and vision insurance. A 401(k) retirement savings plan with company match. Paid time off, holidays, and sick leave.
Access to employee assistance programs and wellness initiatives. Conclusion If you're passionate about delivering exceptional customer service and are looking for a challenging and rewarding role, we encourage you to apply for the Customer Service Representative – Tier 1 position at arenaflex. As a member of our team, you'll be part of a dynamic and innovative organization that values its employees and is committed to making a positive impact. Don't miss this opportunity to join a team that is shaping the future of technology and customer service.
and take the first step towards an exciting and fulfilling career with arenaflex!