At arenaflex, we're committed to delivering exceptional customer experiences that exceed expectations. As a leading provider of innovative solutions, we're seeking highly motivated and empathetic individuals to join our Consideration Accomplice team. This dynamic group serves as the frontline for arenaflex's Emotional Well-being Prosperity program, supporting the arrangement and utilization of representative help benefits, manager benefits, and social medical advantages.
**Job Overview**
As an Experienced Customer Support Associate, you'll play a vital role in providing top-notch support to arenaflex's diverse customer base. You'll be responsible for handling inbound calls, client initiatives, and other business support tasks in a fast-paced, high-volume call center environment. If you're passionate about delivering exceptional customer experiences and have a knack for problem-solving, we encourage you to apply for this exciting opportunity.
**Key Responsibilities**
* Handle inbound calls from customers and client initiatives in a high-volume, fast-paced call center environment
* Execute daily practice and non-routine business support tasks, including administrative support, follow-up calls, and other responsibilities assigned for the Consideration Accomplice Program
* Follow regional conventions, guidelines, and strategies to provide successful and ideal support
* Maintain precise and complete internal documentation of required data in each significant system
* Consistently meet performance metrics, including quality, call handling time, and customer satisfaction expectations
* Perform multiple tasks, often while talking with customers
* Write/recording
* Utilize intranet and other tools to assist with call handling, often in real-time
* Use chats/IM during breaks between calls for support
* Read messages to stay up-to-date on significant arrangement support data, process changes, and office information
**Participation and Confidentiality**
* Safeguard the confidentiality of customer data and adhere to arenaflex's policies and procedures
* Determine the purpose of each call by actively listening and collaborating with customers, emergencies, and experts in a timely and responsible manner
* Provide a first-class quality, personalized experience based on customer preferences and individualized needs
* Evaluate social determinants/needs; investigate and articulate relevant information about services and resources
* Utilize screening devices to identify where urgent clinical intervention is required, and transfer calls accordingly, involving emergency and at-risk individuals
* Address questions and resolve issues as a "single point of contact" based on calls, digital, and written communication
* Resolve complex issues with and without management intervention
* Discuss issues with all internal partners
**Required Capabilities**
* 4+ years of customer support and call center experience
* 4+ years of involvement in a social, mental, or human services field providing customer support
* Essential computer skills (Microsoft Office Suite, Word, Excel, Teams, etc.)
**Work Environment Requirements**
* Must have a dedicated workspace, free from interruptions, in a room with a door that closes, to maintain customer confidentiality
* May not provide childcare or other forms of support during work hours
* Sitting in front of a computer with dual screens and a headset
* Should be equipped with a reliable internet connection
* Web speed: Home internet download speed should be at least 400mbps, and transfer speed between 10-20mbps
* Broadband or Fiber connection. Using DSL (satellite), Cell web (T-Mobile, Verizon, AT&T Fixed Wireless, US Cellular, etc.), cell towers, or a satellite and not a direct link to provide internet
* Ensure the internet service provider sets up a 4-port modem. Representatives use the fourth port for work internet
**Preferred Qualifications**
* 4+ years of Social Well-being experience
* Four-year certification or equivalent experience
* Call Center experience
**What We Offer**
* Competitive salary range: $35-$40/hour
* Opportunities for career growth and professional development
* Comprehensive benefits package, including medical, dental, and vision coverage
* Paid time off and holidays
* Flexible work arrangements, including remote work options
* Collaborative and dynamic work environment
* Recognition and rewards for outstanding performance
**How to Apply**
If you're passionate about delivering exceptional customer experiences and have a knack for problem-solving, we encourage you to apply for this exciting opportunity. Please submit your application through our website, and we'll be in touch to discuss your qualifications further.