Experienced Full Stack Customer Service Representative – Multilingual Contact Center Agent

At arenaflex, we're passionate about delivering exceptional customer experiences that exceed our members' expectations. As a key member of our dynamic team, you'll play a vital role in ensuring our members receive top-notch assistance, education, and support. We're seeking a highly skilled and multilingual Customer Service Representative to join our 100% remote team, working from the comfort of your home office.

About arenaflex

arenaflex is a leading provider of innovative healthcare solutions, dedicated to improving the lives of our members and providers. With a strong commitment to quality, compassion, and excellence, we strive to make a positive impact in the communities we serve. Our team is passionate about delivering exceptional customer experiences, and we're excited to welcome like-minded professionals to our family.

Job Summary

As a Customer Service Representative, you'll be the frontline of our operations, interacting with members and providers to provide information, resolve issues, and educate them about our insurance products and services. This role requires excellent communication skills, a strong ability to empathize with customers, and a passion for delivering exceptional service. If you're a motivated and results-driven individual with a flair for customer service, we encourage you to apply.

Responsibilities

* Interact with members and providers via phone to provide information, resolve issues, and educate them about our insurance products and services

• Transfer calls to the appropriate department as needed
• Follow up on inquiries and complaints that have not been resolved
• Research and resolve customer issues using our computer system
• Follow up on customer inquiries not immediately resolved
• Research member/provider billing and claims issues
• Handle and resolve customer complaints
• Ability to navigate through automated information systems to analyze the caller's situation
• Ability to perform in a fast-paced, changing environment
• Speak in a way that customers can understand
• Serve as a liaison between customers and various departments
• Other duties as assigned by the management team related to job functions

Requirements

* High School Diploma or GED

• Work experience in a face-to-face or call center environment
• Experience multitasking between programs and completing required data entry of client demographics or client lookup systems while talking to arenaflex customers
• Work experience using a corporate email system
• Experience navigating through system applications on a desktop computer or laptop
• Adapt to a fast-paced and ever-changing environment
• Flexibility to work evening and weekends due to business needs

Preferred Qualifications

* Highly preferred: Ability to proficiently read, write, and speak English and either Russian, Mandarin, Cantonese, or Spanish

• Healthcare industry work experience
• Call center experience in a metrics-driven environment
• Previous healthcare work experience interacting with members and/or providers

What We Offer

* Competitive salary commensurate with your location and experience

• Eligibility for overtime and quarterly bonuses averaging $1,100 every three months
• Career growth opportunities in performance support, senior agent roles, people leader roles, business analytics, workforce effectiveness, and other areas
• Outstanding benefits package, including medical, dental, vision, basic life and accident insurance, flexible reimbursement accounts, employee assistance plan, and 401(k) plan
• 6-week paid virtual training program, classroom-based and scheduled between 9:30 am to 5:30 pm EST, Monday through Friday, depending on the required shift
• Work schedule requires availability for any shift between 8 am to 8 pm EST, including weekends and holidays as needed, to meet our business demands

Work Environment and Culture

* 100% remote work environment, allowing you to work from the comfort of your home office

• Dynamic and supportive team environment, with opportunities for growth and development
• arenaflex is an equal opportunity employer, committed to diversity, equity, and inclusion

How to Apply

If you're a motivated and results-driven individual with a passion for customer service, we encourage you to apply. Please submit your application and complete the Contact Center Pre-Hire Assessment. This assessment is designed to give us a better understanding of your customer service skillsets and is not a pass/fail evaluation.

Contact Information

If you have a disability under the Americans with Disability Act or a similar law and want a reasonable accommodation to assist with your job search or application for employment, please contact us. In your email, please include a description of the accommodation you are requesting and a description of the position for which you are applying.

EEO Law Poster and Supplement

arenaflex is an equal opportunity employer, committed to diversity, equity, and inclusion. We prohibit discrimination and harassment of any kind in the workplace and are dedicated to creating a work environment that is free from discrimination, harassment, and retaliation.

Hiring Range

Greater New York City Area (NY, NJ, CT residents): $39,208 - $52,000 All Other Locations (within approved locations): $34,091 - $49,920 As a candidate for this position, your salary and related elements of compensation will be contingent upon your work experience, education, licenses, and certifications, and any other factors arenaflex deems pertinent to the hiring decision. In addition to your salary, arenaflex offers employees a full range of benefits, including medical, dental, and vision coverage, incentive and recognition programs, life insurance, and 401(k) contributions (all benefits are subject to eligibility requirements). arenaflex believes in providing a competitive compensation and benefits package wherever its employees work and live. Apply Job! Apply for this job