**Experienced Bilingual Customer Service Advocate II – Mandarin Language Expert**

Join arenaflex, a leading healthcare organization, as a Customer Service Advocate II, where you will have the opportunity to make a meaningful impact on the lives of our 28 million members. As a dedicated and passionate advocate, you will be the first point of contact for our members and providers, providing timely, accurate, and personalized support on routine complaints and escalations.

• *About arenaflex**

arenaflex is a diversified, national organization that is committed to delivering high-quality healthcare services to our members. With a focus on innovation and customer satisfaction, we strive to create a workplace culture that values diversity, inclusivity, and flexibility. As a remote employee, you will have the flexibility to work from anywhere in the Continental United States, with the option to work in a hybrid or office setting.

• *Job Summary**

As a Customer Service Advocate II, you will be responsible for providing exceptional customer service to our members and providers, resolving routine inquiries, issues, or concerns in a timely and efficient manner. You will leverage various communication channels, including phone, live chat, and email, to provide personalized support and ensure high-quality service. Your expertise in Mandarin language will enable you to effectively communicate with our members and providers who speak this language.

• *Key Responsibilities**

• Assess and research routine member and/or provider inquiries, requests, and/or concerns to determine causes and initiate corrective actions as needed
• Mitigate and prevent complaints from being escalated to resolve in initial contact
• Serve as the front-line resolution advocate on various member and/or provider inquiries, requests, or concerns
• Provide support on various member or provider issues to ensure customers receive high-quality service
• Maintain performance and quality standards based on established contact center metrics
• Provide customer service in a high-paced contact center environment over the phone, via live chats, and emails
• Document all member or provider information and communications for quality and performance tracking through the Customer Relationship Management (CRM) applications
• Remain up-to-date and adhere to quality standards, regulations, and all other policies to ensure quality, consistency, and compliance
• Provide expertise in resolving multiple inquiries, requests, and/or concerns across all areas of responsibilities
• Perform other duties as assigned

• *Essential Qualifications**

• High School diploma or GED
• 1-2 years of related experience in a contact center environment
• Bilingual in Mandarin language (highly preferred)
• Experience interacting with members and/or providers in a contact center environment (preferred)
• Vocational or technical education in addition to prior work experience (may be required)

• *Preferred Qualifications**

• Experience working in a healthcare or customer service industry
• Knowledge of CRM applications and contact center metrics
• Strong communication and interpersonal skills
• Ability to work in a fast-paced environment and prioritize multiple tasks
• Strong problem-solving and analytical skills

• *Skills and Competencies**

• Excellent communication and interpersonal skills
• Strong problem-solving and analytical skills
• Ability to work in a fast-paced environment and prioritize multiple tasks
• Strong attention to detail and organizational skills
• Ability to maintain confidentiality and handle sensitive information
• Strong customer service skills and ability to provide personalized support
• Ability to work effectively in a team environment and collaborate with colleagues
• Strong technical skills, including proficiency in CRM applications and contact center metrics

• *Career Growth Opportunities and Learning Benefits**

arenaflex is committed to providing opportunities for career growth and development. As a Customer Service Advocate II, you will have the opportunity to:

• Develop your skills and expertise in customer service and communication
• Work with a diverse team of professionals who share your passion for delivering high-quality healthcare services
• Participate in ongoing training and development programs to enhance your skills and knowledge
• Take on additional responsibilities and leadership roles as you grow and develop in your career
• Enjoy a comprehensive benefits package, including competitive pay, 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.

• *Work Environment and Company Culture**

arenaflex is committed to creating a workplace culture that values diversity, inclusivity, and flexibility. As a remote employee, you will have the flexibility to work from anywhere in the Continental United States, with the option to work in a hybrid or office setting. Our company culture is built on the following values:

• Customer-centric: We put our members and providers at the forefront of everything we do.
• Innovative: We strive to stay ahead of the curve and deliver innovative solutions to our members and providers.
• Collaborative: We work together as a team to achieve our goals and deliver high-quality services.
• Respectful: We treat each other with respect and dignity, and value diversity and inclusivity in all aspects of our work.

• *Compensation and Benefits**

arenaflex offers a comprehensive benefits package, including:

• Competitive pay: $17.17 - $26.97 per hour
• Health insurance: Comprehensive medical, dental, and vision insurance
• 401K and stock purchase plans: Opportunities to save for retirement and invest in our company's success
• Tuition reimbursement: Assistance with education expenses
• Paid time off plus holidays: Time to relax and recharge
• Flexible approach to work: Remote, hybrid, field, or office work schedules to suit your needs

• *Equal Opportunity Employer**

arenaflex is an equal opportunity employer that is committed to diversity and values the ways in which we are different. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other characteristic protected by applicable law.

• *How to Apply**

If you are a motivated and passionate individual who is committed to delivering exceptional customer service, we encourage you to apply for this exciting opportunity. Please visit our website to submit your application and join our team at arenaflex.