Customer Service Consultant – Member Wellness Advocate & Health Program Navigator

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Join arenaflex: Where Your Heart Meets Purpose

Are you passionate about making a real difference in people's lives? Do you believe that every interaction is an opportunity to inspire positive change? At arenaflex, we are dedicated to helping our members set ambitious goals and make informed choices that enable them to lead healthier, more fulfilling lives. We provide comprehensive education, personalized support, and empowering resources to guide our members on their wellness journey. As a Customer Service Consultant with arenaflex, you will be the first point of contact for our members—a trusted voice that helps them navigate the complex landscape of health and wellness programs available through their employer-sponsored benefits.

Every one of us at arenaflex shares a single, clear purpose: bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand—with heart at its center—our purpose sends a personal message that how we deliver our services is just as important as what we deliver. If you share this commitment to compassionate, personalized care, we invite you to join our team and become part of something truly meaningful.

About arenaflex and Our Mission

At arenaflex, we understand that navigating the world of health and wellness can be overwhelming for many individuals. That's why we've built a comprehensive suite of programs designed to meet members where they are and support them every step of the way. From preventive care education to chronic condition management, from wellness coaching to incentive tracking, our services touch millions of lives across the nation.

Our Customer Service team serves as the cornerstone of this mission. When members reach out to arenaflex, they are not just calling for information—they are seeking guidance, support, and reassurance. As a Customer Service Consultant, you will play a pivotal role in transforming these interactions into meaningful moments of connection that inspire lasting behavioral change. You'll be empowered to listen deeply, provide accurate information, and guide members toward the resources that will help them achieve their personal health goals.

Position Overview: What You'll Do

As a Customer Service Consultant at arenaflex, you will serve as a Member Wellness Advocate, acting as the primary point of contact for individuals enrolled in our various health and wellness programs. Your mission will be to educate, guide, and support members in understanding and maximizing the benefits available to them through their employer's sponsored programs.

Key Responsibilities Include:

• Member Education: Proactively educate identified members about the comprehensive programs available to them, including wellness initiatives, disease management resources, preventive care options, and lifestyle improvement opportunities. Your goal is to empower members with knowledge that enables them to make informed decisions about their health.
• Appointment Coordination: Schedule individual appointments with our team of experienced nurses and health coaches, as well as coordinate participation in group coaching events and wellness seminars. You'll help members find convenient times and formats that fit their schedules and preferences.
• Incentive Program Support: Educate members on their employer-sponsored wellness incentives, walking them through program requirements, eligibility criteria, and the steps required to earn rewards. You'll review their progress toward meeting incentive goals and provide motivation and guidance to keep them engaged.
• Technical Assistance: Assist members with portal-related questions, including password resets, account registration, navigation tutorials, and completing health risk assessments. You'll also promote and support our mobile application, helping members access their health information anytime, anywhere.
• Positive Experience Delivery: Provide exceptional member experiences that reflect arenaflex's core values of compassion, integrity, and excellence. Every interaction should leave members feeling valued, understood, and motivated to continue their wellness journey.
• Multi-Channel Engagement: Connect with members through inbound and outbound phone calls, and when applicable, chat and digital communication channels. You'll be comfortable adapting your communication style to meet the preferences and needs of diverse member populations.

Training and Schedule

We believe in setting our team members up for success from day one. That's why we provide comprehensive training that prepares you to excel in your role and deliver the exceptional service our members deserve.

Training Period: Approximately six weeks of intensive training, conducted from 8:00 AM EST to 4:30 PM EST. During this time, you'll learn about our programs, systems, and member engagement best practices.

Post-Training Schedule: Following successful completion of training, your schedule will fall within the range of 10:30 AM EST to 9:00 PM EST. We offer flexible scheduling options to accommodate both our operational needs and your work-life balance.

Required Qualifications

To succeed in this role, you'll need the following technical requirements and experience:

• Internet Connection: A personal high-speed broadband internet connection is required (minimum 100/25 Mbps). Proof of connection will be required prior to confirmation of any offer and start date. The connection must support our telephony software and meet the minimum required specifications. You must be able to work with a direct Ethernet cord connection—Wi-Fi is not permitted. Please note: Internet costs are not reimbursable by the company unless mandated by state law.
• Call Center Experience: Minimum of two years of experience in a customer service call center environment, with demonstrated success in supporting both inbound and outbound call queues.
• Sales or Promotion Experience: Experience promoting programs or telephonic sales is preferred but not required. If you have this background, it will be a valuable asset in helping members discover programs that can benefit them.
• Performance Metrics: Experience maintaining high-volume productivity, with an average of 85-100 contacts per day in previous roles.
• Typing Proficiency: Strong keyboarding skills with the ability to type at least 45 words per minute with 95% accuracy. You may be asked to demonstrate this skill through an online assessment.
• Technical Proficiency: Working knowledge of Microsoft 365 applications (Outlook, Teams, One Drive). Familiarity with workforce management tools is preferred but not required.
• Telephony Systems: Knowledge of Avaya One X or comparable telephonic software is preferred but not required.

Preferred Qualifications

While not required, the following experiences and skills will help you thrive in this role:

• Previous experience in settings with contractual customer expectations and performance guarantees
• Excellent communication skills, both verbal and written, with the ability to convey complex information clearly and compassionately
• Experience supporting complex and nuanced customer interactions that require thoughtful problem-solving
• Ability to discern key points quickly to assist with effective problem resolution
• Demonstrated ability to handle multiple assignments competently, accurately, and efficiently
• Strong ability to follow direction, multi-task, and adapt to changing priorities in a fast-paced environment
• Foundational knowledge of computer operations, including navigation, working in multiple windows, basic functions such as copy/paste, and basic troubleshooting skills
• Ability to thrive in an online and telework environment, demonstrating self-motivation and strong time management

Education

High School Diploma or GED is required for this position. We value diverse educational backgrounds and believe that genuine passion for helping others can be just as important as formal credentials.

Compensation and Benefits

At arenaflex, we believe that our team members deserve competitive compensation and comprehensive benefits that support their well-being both inside and outside of work.

Pay Range: The typical pay range for this role is $18.50 - $31.72 per hour. The actual base salary offer will depend on a variety of factors including experience, education, geography, and other relevant factors. This position is eligible for arenaflex bonus, commission, or short-term incentive programs in addition to the base pay range listed above.

Comprehensive Benefits Package: In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities:

• Medical, Dental, and Vision: Full range of health benefits eligible from day one
• Retirement Savings: Eligible to enroll in our 401(k) retirement savings plan with company matching
• Stock Purchase Plan: Employee Stock Purchase Plan available for eligible employees
• Life Insurance: Fully-paid term life insurance plan for eligible employees
• Disability Coverage: Short-term and long-term disability benefits
• Wellbeing Programs: Access to numerous well-being programs and resources
• Education Assistance: Free development courses and tuition assistance
• Employee Discounts: arenaflex store discount and discount programs with participating partners
• Time Off: Paid Time Off (PTO) or vacation pay, as well as paid holidays throughout the calendar year. Number of paid holidays, sick time, and other time off are provided consistent with relevant state law and company policies.

Our Culture: The arenaflex Difference

Our work experience is the combination of everything that's unique about us: our culture, our core values, our commitment to sustainability, our recognition programs, but most importantly, it's our people. Our employees are self-disciplined, hard-working, curious, trustworthy, humble, and truthful. They make choices according to what is best for the team, they live for opportunities to collaborate and make a difference, and they make us a top workplace.

At arenaflex, we want everyone who works with us to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient, and affordable. We foster an environment where your voice matters, your growth is supported, and your contributions make a tangible difference in the lives of the members we serve.

Join Our Team Today

If you're ready to bring your heart to work and make a meaningful impact in the lives of others, we invite you to apply for this exciting opportunity. We're looking for energetic, compassionate individuals who are dedicated to helping our members understand all the resources available to them and empowering them to lead healthier lives.

At arenaflex, you'll find more than just a job—you'll find a career with purpose, a team that supports you, and the opportunity to be part of something truly transformative. Apply today and discover why our employees rate us as a top workplace in the area!

We anticipate the application window for this opening will close on: 10/18/2024

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws.