At arenaflex, we're dedicated to revolutionizing the way patients, pharmacies, and partners interact with our telehealth services. As a Customer Service Associate, you'll play a vital role in ensuring seamless communication and support across multiple channels, including email, phone, and ticketing. If you're a calm, precise communicator with a passion for delivering exceptional customer experiences, we want to hear from you.
**What You'll Do**
As a Customer Service Associate at arenaflex, you'll be responsible for providing top-notch support to our patients, pharmacies, and partners. Your key responsibilities will include:
• Handling inbound and outbound contacts via email, ticketing, and phone, providing timely and clear updates to ensure customer satisfaction.
• Triage and routing issues in Jira and Slack using our tagging and escalation matrices, ensuring that issues are addressed promptly and efficiently.
• Monitoring queues and escalating real-time risks to prevent operational disruptions.
• Resolving pharmacy and prescription-related questions, including receipt checks, resend requests, and clarifications with clinicians, and communicating next steps to patients and pharmacies.
• Assisting with scheduling and rescheduling on partner or arenaflex platforms and sending confirmations using approved language.
• Capturing crisp internal notes and patient-facing summaries, using internal macros to standardize replies, and proposing new snippets or SOP updates when you spot patterns.
• Protecting HIPAA at every step, including identity verification, least-necessary-information, and secure systems.
**Schedule & Coverage**
As a part-time Customer Service Associate, you'll be required to work primarily in the evenings and weekends, with the following schedule:
• Primary: Evenings and weekends (examples: 4:00 p.m.–9:00 p.m. CT weekdays; Sat/Sun rotating blocks).
• Flex: Ability to pick up additional hours anywhere within 6:00 a.m.–11:59 p.m. CT to cover spikes, launches, PTO, or outages.
• Training: Majority conducted Mon–Fri, roughly 6:00 a.m.–8:00 p.m. CT with some evening/weekend shadowing to cover scenarios you'll support.
**Work Location & Setup**
As a remote employee, you'll have the flexibility to work from anywhere within the continental U.S. However, due to partner contracts, work cannot be performed outside U.S. territory. You'll be provided with company equipment and require a reliable high-speed internet connection and a private, HIPAA-suitable workspace.
**Requirements**
To succeed as a Customer Service Associate at arenaflex, you'll need:
• 3-5 years of experience in customer support, preferably in healthcare, telehealth, pharmacy, medical office, or insurance.
• Strong written and verbal communication skills, with the ability to remain calm and composed under pressure.
• Comfortable working in multi-system workflows, including HelpScout, Jira, Slack, and Google Workspace.
• Detail-oriented and able to follow playbooks, with a passion for improving them.
**No degree is required if experience demonstrates a good fit.**
**Benefits**
As a Customer Service Associate at arenaflex, you'll enjoy:
• Flexible scheduling within the posted shifts, with two to four-week schedule visibility.
• Equipment provided, including a reliable computer and internet connection.
• Skill growth: Hands-on experience with telehealth operations, ticketing, and cross-functional collaboration.
• Clear playbooks and real-time coaching, with steady opportunities to propose SOP improvements.
**Why Join arenaflex?**
At arenaflex, we're committed to creating a culture of excellence, innovation, and collaboration. As a Customer Service Associate, you'll have the opportunity to:
• Work with a talented team of professionals who share your passion for delivering exceptional customer experiences.
• Develop your skills and expertise in telehealth operations, ticketing, and cross-functional collaboration.
• Contribute to the growth and success of arenaflex, shaping the future of telehealth services.
**How to Apply**
If you're a motivated and detail-oriented individual with a passion for customer service, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information].