**Experienced Customer Service Representative – Remote Contact Center Agent**

At arenaflex, we're committed to delivering exceptional customer experiences that exceed our members' expectations. As a key member of our dynamic team, you'll play a vital role in providing top-notch support to our customers, helping them navigate our products and services with ease. We're excited to invite applications for our upcoming 2024 Summer Contact Center Agent Class, and we're looking for talented individuals who share our passion for delivering world-class customer service.

• *About arenaflex**

arenaflex is a leading provider of healthcare services, dedicated to improving the lives of our members and their families. With a strong commitment to quality, innovation, and customer satisfaction, we're constantly striving to push the boundaries of what's possible in healthcare. Our team is comprised of passionate professionals who share a common goal: to make a meaningful difference in the lives of our customers.

• *Job Summary**

As a Contact Center Agent, you'll be the face of arenaflex, interacting with customers via phone to provide information, resolve issues, and exceed their expectations. You'll be part of a dynamic team that's dedicated to delivering exceptional customer experiences, and you'll have the opportunity to grow and develop your skills in a fast-paced, ever-changing environment.

• *Responsibilities**

• Interact with customers via phone to provide information, resolve issues, and exceed their expectations
• Transfer calls from customers to the appropriate department
• Follow up on inquiries and complaints that have not been resolved
• Provide information to customers about products and services
• Perform research on billing inquiries and claims to provide payments and refunds
• Act as a liaison between various departments to address concerns
• Identify, research, and resolve customer issues using the computer system
• Follow up on customer inquiries not immediately resolved
• Research member/provider billing and claims issues
• Research payment and refund 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 the customer can understand
• Serve as liaison between the customer and various departments
• Other duties as assigned by the management team related to job functions (sort incoming faxes, correspondence, fax transportation forms, etc.)
• May be required to work some overtime as the business requires
• May be required to work flexible schedules (nights, weekends), or change schedules as it is determined necessary based on the needs of the business, which are subject to change
• Demonstrates the ability to perform in a highly metric-driven environment, maintaining minimum quality scores or better

• *Minimum Qualifications**

• 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 pace 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

• *Compensation and Benefits**

As a Contact Center Agent at arenaflex, you'll enjoy a competitive compensation package that includes:

• Salary: $39,208 - $52,000 (Greater New York City Area) or $34,091 - $49,920 (All Other Locations)
• Overtime pay
• Quarterly bonuses averaging $1,100 every three months
• Comprehensive benefits package, including:
+ Medical, dental, and vision coverage+ Incentive and recognition programs+ Life insurance+ 401(k) contributions
• Opportunities for career growth and development in a fast-paced, ever-changing environment

• *Work Environment and Culture**

As a remote Contact Center Agent, you'll have the flexibility to work from the comfort of your own home, while being part of a dynamic team that's dedicated to delivering exceptional customer experiences. Our culture is built on a foundation of collaboration, innovation, and customer satisfaction, and we're committed to creating a work environment that's inclusive, supportive, and empowering.

• *Career Growth Opportunities**

As a Contact Center Agent at arenaflex, you'll have the opportunity to grow and develop your skills in a fast-paced, ever-changing environment. We offer a range of career growth opportunities, including:

• Performance support roles
• Senior Agent roles
• People leader roles
• Business analytics
• Workforce effectiveness
• And other areas

• *Training and Development**

As a new hire, you'll undergo a 6-week paid virtual training program, which is classroom-based and scheduled between 9:30 am to 5:30 pm EST, Monday through Friday, depending on the required shift. Our training program is designed to equip you with the skills and knowledge you need to succeed in your role, and you'll have the opportunity to learn from experienced trainers and subject matter experts.

• *How to Apply**

If you're a motivated and customer-focused individual who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please visit our website to submit your application, and we look forward to the possibility of you joining our team at arenaflex.