About arenaflex
At arenaflex, we're dedicated to delivering exceptional customer experiences that exceed our clients' expectations. As a leading provider of innovative solutions, we're committed to fostering a culture of excellence, empathy, and teamwork. Our team of passionate professionals is driven by a shared vision to make a positive impact on people's lives. If you're a customer-focused individual with a passion for delivering outstanding service, we invite you to join our dynamic team as a Customer Service Associate.
Job Summary
We're seeking an experienced Customer Service Associate to join our remote team in Florida. As a key member of our customer service team, you'll be responsible for providing exceptional service to our clients, resolving customer inquiries, and contributing to the achievement of departmental performance goals. This is a per diem remote opportunity, allowing you to work from the comfort of your own home while making a meaningful impact on our clients' lives.
Primary Accountabilities
As a Customer Service Associate at arenaflex, you'll be responsible for:
Quality/No Harm
* Properly identifying and elevating concerns that affect customers or arenaflex's ability to serve them.
* Providing accurate and professional service to customers, adhering to department policies.
* Attending and participating in staff training sessions, surveys, and department meetings.
* Maintaining confidentiality at all times, following departmental and organizational confidentiality guidelines.
* Contributing towards meeting departmental performance goals (average speed of answer, service level, abandonment rate).
Customer Experience
* Responding to customer inquiries by researching, understanding, and documenting plan information related to:
+ Covered benefits and exclusions, including prescription drug coverage
+ Eligibility, enrollment, and disenrollment
+ Participating providers
+ Claims payments and processes
+ Authorization processes
+ Premium billing
+ Plan guidelines
* Assisting arenaflex customers in a caring and knowledgeable manner, representing the organization as a skilled healthcare professional.
* Handling incoming sales inquiries from prospective customers by answering basic questions and referring to a licensed sales agent for closure.
* Providing assistance with customer service walk-in members in a timely and efficient manner.
Stewardship
* Meeting individual Call Center performance standards as determined by management.
* Properly identifying and elevating concerns affecting customers or arenaflex's ability to serve them.
* Participating in special projects as requested or approved by management.
Qualifications
To be successful in this role, you'll need:
Qualifications Required
* The highest level of education desired for candidates in this position is a High School diploma, G.E.D., or equivalent experience. Some college preferred.
* One year related work experience in a call center or customer service environment interacting with customers.
* Must be able to work the designated shift and overtime as needed.
* Must be able to talk and type at the same time and communicate effectively while multitasking.
* Must be able to navigate through multiple screens and computer applications while reviewing benefit information.
* Ability to accurately type 45 words per minute while speaking with a customer on the phone.
* Intermediate to Advanced computer skills, including Microsoft Applications.
* Bi-lingual candidates must be able to speak, read, write, and comprehend in Spanish and English.
* Certification required by passing the Bi-lingual/Medical Interpretation test, provided by ATLA at arenaflex.
Physical and Mental Demands
* Ability to sit and view a computer screen for several hours at a time.
* Work effectively in a fast-paced and often stressful environment.
* Excellent verbal, interpersonal, and written communication skills.
* Superior customer service telephone skills, including active listening and questioning skills.
* Basic math, analytical, and problem-solving skills.
* Ability to think critically to define issues, identify risks, and propose outcomes.
* Maintaining a high level of motivation, initiative, and accountability.
* Organization, prioritization, and time management.
* Ability to interact professionally and work effectively as a team with all levels of employees and management.
* Handling multiple tasks, often within limited time frames.
* Must be able to work in a team environment illustrating cooperation and respect.
* Excellent attendance is required, and ability to work a flexible schedule.
* Strong knowledge of customer care processes and techniques.
What We Offer
As a Customer Service Associate at arenaflex, you'll enjoy:
* A dynamic and supportive work environment that fosters growth and development.
* Opportunities for career advancement and professional growth.
* Competitive compensation and benefits package.
* Flexible scheduling and remote work options.
* Ongoing training and development opportunities.
* Recognition and rewards for outstanding performance.
How to Apply
If you're a motivated and customer-focused individual with a passion for delivering exceptional service, we invite you to apply for this exciting opportunity. Please submit your application through our website, including your resume and a cover letter outlining your qualifications and experience. We look forward to hearing from you!