Job Description
Introduction to arenaflex and the Industry arenaflex is a diversified, national organization that is committed to making a positive impact on the lives of its 28 million members. As a leader in the industry, arenaflex recognizes the importance of providing exceptional customer service and support to its members and providers. With a focus on resolving inquiries, issues, and concerns in a timely and personalized manner, arenaflex is seeking a highly skilled and dedicated Customer Service Advocate I to join its team.
Job Summary
The Customer Service Advocate I position is an entry-level role that serves as the first-line advocate for members and providers. The successful candidate will be responsible for resolving routine complaints, responding to inquiries, and providing personalized support via various communication channels. This is an exciting opportunity to join a dynamic team and make a real difference in the lives of arenaflex members and providers. Key Responsibilities Receives and responds to routine member and provider inquiries, requests, and concerns in an accurate and timely manner Mitigates and prevents complaints from being escalated by resolving issues in the initial contact Serves as the front-line resolution advocate on various member and provider inquiries, requests, or concerns Resolves basic problems by communicating the requested information, assessing member or provider needs, understanding the cause, and determining if problems need to be routed to other departments for further resolution Maintains performance and quality standards based on established contact center metrics Provides customer service in a high-paced contact center environment over the phone, via live chats, and emails Documents all member or provider information and communications for quality and performance tracking through the Customer Relationship Management (CRM) applications Remains up-to-date and adheres to quality standards, regulations, and all other policies to ensure quality, consistency, and compliance Performs other duties as assigned and complies with all policies and standards Essential Qualifications To be successful in this role, the ideal candidate will have: A High School diploma or GED Entry-level experience, with little or no previous experience required Preferred experience interacting and multitasking using multiple systems and programs simultaneously Preferred Qualifications While not essential, the following qualifications are highly desirable: Previous experience in a customer-facing role, preferably in a contact center environment Strong communication and interpersonal skills, with the ability to provide personalized support and resolve issues in a timely manner Ability to work in a fast-paced environment, with a focus on quality and performance standards Basic knowledge of CRM applications and other software systems Skills and Competencies To excel in this role, the successful candidate will possess the following skills and competencies: Excellent communication and interpersonal skills, with the ability to provide personalized support and resolve issues in a timely manner Strong problem-solving and analytical skills, with the ability to assess member or provider needs and determine the best course of action Ability to work in a fast-paced environment, with a focus on quality and performance standards Basic knowledge of CRM applications and other software systems, with the ability to learn and adapt to new systems and technologies Strong attention to detail and ability to maintain accurate records, with a focus on quality and compliance
Career Growth Opportunities and Learning Benefits At arenaflex, we are committed to the growth and development of our employees.
As a Customer Service Advocate I, you will have access to:
Comprehensive training programs, designed to help you develop the skills and knowledge needed to succeed in your role Opportunities for career advancement, with a focus on promoting from within and developing our employees for future roles
Professional development and learning opportunities, including workshops, webinars, and conferences Mentorship and coaching, with a focus on helping you achieve your career goals and develop your skills and knowledge Work Environment and Company Culture At arenaflex, we pride ourselves on our dynamic and supportive work environment.
As a Customer Service Advocate I, you will be part of a team that is: Committed to diversity and inclusion, with a focus on valuing the differences that make us unique Dedicated to making a positive impact, with a focus on delivering exceptional customer service and support to our members and providers Supportive and collaborative, with a focus on working together to achieve our goals and objectives Flexible and adaptable, with a focus on providing a healthy work-life balance and supporting the needs of our employees
Compensation, Perks, and Benefits At arenaflex, we offer a comprehensive compensation and benefits package, including: Competitive pay, with a pay range of $15.68 - $22.54 per hour
Comprehensive benefits package, including 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 Opportunities for career advancement and professional development, with a focus on promoting from within and developing our employees for future roles A dynamic and supportive work environment, with a focus on valuing the differences that make us unique and supporting the needs of our employees Conclusion If you are a motivated and dedicated individual who is passionate about delivering exceptional customer service and support, we encourage you to apply for the Customer Service Advocate I role at arenaflex.
With a focus on resolving inquiries, issues, and concerns in a timely and personalized manner, this is an exciting opportunity to make a real difference in the lives of our members and providers. and join our dynamic team!