**Experienced Customer Service Representative – Well-being (Remote, $15/hour)**

At arenaflex, we're dedicated to providing exceptional customer experiences that make a lasting impact on our members' lives. As a Customer Service Representative – Well-being, you'll play a vital role in delivering top-notch support to our members, ensuring they receive the care and guidance they need to thrive. If you're passionate about delivering exceptional customer service, have a knack for problem-solving, and are eager to join a dynamic team, we want to hear from you!

• *About arenaflex**

arenaflex is a leading provider of innovative health and wellness solutions, empowering individuals to take control of their well-being. Our team is committed to delivering exceptional customer experiences, fostering a culture of empathy, and driving positive change in the lives of our members. As a remote Customer Service Representative – Well-being, you'll be part of a collaborative and supportive team that's passionate about making a difference.

• *Responsibilities**

As a Customer Service Representative – Well-being, your primary responsibilities will include:

• Responding to telephone calls from members, health plans, and employer groups in a professional, accurate, timely, and courteous manner
• Demonstrating knowledge and understanding of all arenaflex products and programs through consistent proficiency in quality, quantity, and responsiveness
• Ascertaining the nature of the contact and recording information in the appropriate system
• Providing accurate answers to member inquiries by following standard policies and procedures
• Interacting in a positive, respectful manner and establishing and maintaining cooperative working relationships with internal and external customers
• Utilizing defined criteria to determine member qualification for Health Management programs
• Coordinating collection of necessary information, including member co-pays or payments when necessary
• Coordinating access to Health Management coaches when clinical advice or information is necessary to support the member
• Coordinating appointment scheduling for applicable Health Management programs and initiating appointments on behalf of Health Management coaches
• Forwarding documentation to Research Team for follow-up if inquiry requires additional action
• Analyzing information, problems, issues, situations, and procedures to develop effective solutions to ensure member satisfaction with the Health Management programs
• Researching unique questions using all available resources and referring difficult issues to Supervisor for appropriate answers
• Handling all issues requiring additional action within the necessary timeframes
• Managing time to ensure calls are answered within required timeframes and appropriate follow-up is conducted in a timely manner
• Exercising strict confidentiality in all matters relating to the member experience with arenaflex
• Attending and participating in employee and other meetings to discuss issues and foster teamwork among department personnel
• Placing outbound outreach calls to members who were referred to the program by Health Advocates, DM, or another identified referral source when requested

• *Qualifications**

To be successful in this role, you'll need:

• A high school diploma or equivalent
• Minimum 1 year of Customer Service experience, with at least 6 months of Customer Service experience in an inbound Customer Service Call Center servicing members
• Experience in healthcare is preferred
• Basic experience with MS Office
• Excellent communication and interpersonal skills
• Ability to display excellent customer service to meet the needs and expectations of both internal and external customers
• Excellent listening and interpersonal communication skills to identify critical core competencies based on success factors and organizational environment
• Ability to effectively organize, prioritize, multi-task, and manage time
• Demonstrated accuracy and productivity in a changing environment with constant interruptions
• Demonstrated ability to analyze information, problems, issues, situations, and procedures to develop effective solutions
• Ability to exercise strict confidentiality in all matters

• *Mobility and Physical Requirements**

This role requires:

• Primarily sedentary, able to sit for long periods of time
• Ability to speak, see, and hear other personnel and/or objects
• Ability to communicate both in verbal and written form
• Ability to travel within the facility (although this is a remote position)
• Capable of using a telephone and computer keyboard
• Ability to lift up to 10 lbs

• *Environmental Conditions**

This role is based in a work-from-home (WFH) environment, requiring a stable connection to your Internet Service Provider with the ability to participate in online meetings over a reliable and consistent network (minimum internet download of 50 Mbps and 10 Mbps upload speed).

• *Compensation and Benefits**

arenaflex offers a competitive salary of $15/hour, with potential for $16/hour within the first year, plus merit. Additional bonus opportunities are available based on meeting Key Job Accountabilities (KJA) after 6, 12, and 24 months. We also offer a range of benefits, including:

• Comprehensive health insurance
• 401(k) matching program
• Paid time off and holidays
• Opportunities for professional growth and development
• A dynamic and supportive work environment

• *Equal Employment Opportunity**

arenaflex is an Equal Opportunity/Affirmative Action Employer. We are committed to creating a diverse and inclusive workplace that reflects the communities we serve. We welcome applications from qualified individuals of all backgrounds and perspectives.

• *How to Apply**

If you're passionate about delivering exceptional customer service and are eager to join a dynamic team, we want to hear from you! Apply now and take the first step towards a rewarding new role.