Customer Service Representative Tier 1 – Government Healthcare Support Specialist

Join arenaflex: Where Innovation Meets Impact

Are you ready to be part of something bigger than yourself? At arenaflex, we don't just provide IT solutions—we're architects of transformation, driving meaningful change across government agencies and healthcare systems throughout the nation. Our mission goes beyond delivering exceptional service; we're here to revolutionize how citizens interact with essential healthcare programs that millions of Americans depend on every single day.

When you join arenaflex, you're stepping into a culture that celebrates innovation, values continuous learning, and rewards those who are passionate about making a difference. Our team is comprised of dedicated professionals who understand that behind every inquiry is a person seeking help—often during some of the most challenging moments in their lives. This understanding drives everything we do, from the way we train our team members to the technologies we implement to serve our government clients more effectively.

At arenaflex, we believe that our people are our greatest asset. The problem-solvers, innovators, and compassionate communicators who join our team consistently deliver extraordinary outcomes that impact communities across the country. We take pride in fostering an environment where your skills grow, your voice matters, and your career trajectory can soar. Through our specialized Innovation Centers, we continuously refine our methodologies, ensuring we remain at the forefront of service delivery excellence in the government technology sector.

Now, we're looking for an experienced Customer Service Representative Tier 1 to join our dynamic team and help us continue our mission of delivering world-class support to the Centers for Medicare & Medicaid Services (CMS), health insurance issuers, agents, web brokers, and state agencies. If you're ready to take the next step in your career with an organization that truly values its employees and the important work they do, we invite you to explore this opportunity.

About the Role: Service Desk Representative Tier 1

As a Service Desk Representative Tier 1 at arenaflex, you'll be the first point of contact for individuals seeking assistance with critical healthcare marketplace applications and services. This isn't your typical customer service position—it's a role where your communication skills, technical aptitude, and problem-solving abilities come together to make a real difference in people's lives. You'll handle inquiries received via phone and email, providing expert support to insurance issuers, agents, web brokers, and various government stakeholders.

This position is ideal for someone who thrives in a fast-paced, high-volume environment and takes pride in delivering exceptional customer experiences. You'll have the opportunity to work with cutting-edge technologies and gain invaluable experience in the healthcare and government sectors—fields that offer significant career growth and professional development opportunities.

Key Responsibilities

As a Tier 1 Service Desk Representative at arenaflex, your primary responsibilities will include:

• First-Line Support Excellence: Answering and resolving Tier 1 customer inquiries with professionalism, empathy, and efficiency. You'll be the friendly voice and helpful resource that callers and emailers encounter when seeking assistance with healthcare marketplace systems.
• Multi-Channel Support Delivery: Providing comprehensive Tier 1 service desk support for insurance issuers, agents, web brokers, CMS/CCIIO application users, Health Insurance Exchanges, and state agencies. Support is delivered through phone (1-855-CMS-1515) and email ([email protected]) channels.
• Account Access Management: Performing account access support functions including password resets, account unlocking, and authentication assistance for various marketplace applications. You'll work with Commercial Off-The-Shelf (COTS) products including TIBCO MFT and other critical systems.
• Ticket Management & Routing: Logging all user inquiries accurately in ServiceNow ticketing system and assigning cases to the appropriate internal groups. You'll ensure proper escalation pathways are followed, routing complex issues to Tier 2 support teams with complete documentation.
• Inquiry Triage & Classification: Triaging inquiries by marketplace functions and assigning them to the correct marketplace systems or CCIIO business groups. You'll apply the knowledge and skills gained through our comprehensive training program to ensure accurate routing.
• Knowledge-Based Support: Providing general policy information using Knowledge Based Articles (KBA) sourced from business owners and Tier 2 systems. You'll serve as a reliable information resource, guiding requesters to the answers they need.
• Technical Assistance: Offering process guidance and technical assistance to requesters seeking help, drawing upon information provided by CMS/CCIIO business owners and Tier 2 support teams. You'll bridge the gap between users and technical resources.
• Continuous Learning: Participating in ongoing training for business acumen adoption, service desk operational processes, and information dissemination that aligns with Tier 1 service desk functions. You'll stay current with healthcare policy changes and system updates.

Required Qualifications & Experience

To succeed in this role, you'll need:

• Customer Service Excellence: A minimum of 1 year of experience in a high-volume call center environment is required. You must demonstrate exceptional customer service skills and a genuine passion for helping others.
• Ticketing System Proficiency: A minimum of 1 year of experience working with ticketing systems such as ServiceNow, Salesforce, or Remedy. You should be comfortable documenting interactions and tracking issues through resolution.
• IVR System Experience: A minimum of 1 year of experience with Interactive Voice Response (IVR) systems, including platforms like CXOne, Five9, AWS, or Genesys.
• Communication Skills: Excellent verbal and written communication skills. You must be able to convey complex information clearly, listen actively, and maintain professionalism under pressure.
• Adaptability: A receptiveness to training for business acumen adoption, service desk operational processes, and information dissemination that aligns with Tier 1 functions.
• Security Clearance Ability: Candidates must be able to obtain and maintain a Public Trust clearance, which requires living in the United States 3 out of the past 5 years.
• Education: High school diploma or GED equivalent.

Preferred Qualifications

While not required, the following experience would be highly valued:

• 1+ years of experience in the health industry or health insurance domain
• Previous experience serving CMS or U.S. Federal Government Helpdesk/ServiceDesk
• Familiarity with healthcare.gov and related marketplace systems
• Experience supporting federal government programs or contractors
• Additional certifications in customer service or IT service management

Skills & Competencies for Success

Beyond formal qualifications, we look for candidates who possess these essential skills and personal attributes:

• Empathy & Patience: The ability to understand caller frustrations and respond with compassion, especially when dealing with individuals who may be stressed or overwhelmed.
• Problem-Solving Abilities: Strong analytical skills to quickly assess issues, identify root causes, and determine the most effective resolution path.
• Time Management: The capability to handle high call volumes while maintaining quality and accuracy in every interaction.
• Technical Aptitude: Comfortable learning new systems and technologies quickly. You don't need to be a technical expert, but you should be tech-savvy and eager to learn.
• Attention to Detail: Meticulous record-keeping and documentation skills to ensure accurate ticket creation and escalation.
• Team Player Mindset: Willingness to collaborate with colleagues, share knowledge, and support team goals.
• Professionalism: Maintains composure in challenging situations and represents arenaflex with integrity and professionalism.

Career Growth & Learning Opportunities

At arenaflex, we invest heavily in the professional development of our team members. As a Tier 1 Service Desk Representative, you'll have access to:

• Comprehensive Training Program: Initial training followed by ongoing professional development sessions covering healthcare policy, system updates, and customer service best practices.
• Career Advancement Pathways: Clear progression opportunities to Tier 2 support roles, team lead positions, quality assurance, training, and other leadership roles within the organization.
• Industry Exposure: Valuable experience in the healthcare and government technology sectors—fields with significant growth potential and diverse career opportunities.
• Certification Support: Opportunities to pursue relevant certifications in IT service management, customer service, and healthcare information.
• Skill Development: Regular feedback, coaching, and mentorship from experienced team leaders and subject matter experts.

Work Environment & Culture

Join a team that genuinely cares about your success and well-being. Here's what you can expect at arenaflex:

• Inclusive Culture: A diverse, supportive environment where every team member is valued and respected.
• Collaborative Atmosphere: Working alongside talented professionals who share your commitment to excellence and customer satisfaction.
• Innovation Focus: Access to our Innovation Centers where we continuously explore new ways to improve service delivery and employee experience.
• Work-Life Balance: Competitive scheduling options and a focus on employee wellness.
• Modern Tools: Work with industry-leading technologies and systems that support your success.

Compensation & Benefits

arenaflex offers a comprehensive compensation package designed to recognize your contributions and support your well-being:

• Competitive hourly pay with potential for overtime
• Comprehensive health insurance coverage (medical, dental, vision)
• 401(k) retirement plan with company matching
• Paid time off (PTO) and holidays
• Professional development and training opportunities
• Employee assistance program (EAP)
• Life and disability insurance
• Performance bonuses and recognition programs

Apply Today: Start Your Journey with arenaflex

If you're ready to join a team where your skills make a difference, your voice is heard, and your career can flourish, we encourage you to apply for this exciting opportunity. At arenaflex, you'll find more than just a job—you'll find a place where you can grow, contribute to meaningful work, and be part of something truly special.

We're seeking candidates who are passionate about customer service, committed to excellence, and ready to embrace the challenges and rewards of supporting critical government healthcare programs. If this sounds like you, we want to hear from you!

To apply, please submit your resume through our online portal. Our recruitment team will review all applications and reach out to qualified candidates for next steps. Don't miss this opportunity to take your career to new heights with arenaflex—where innovation meets impact, and every team member matters.

arenaflex is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Ready to make an impact? Apply now and become part of the arenaflex family!