At arenaflex, we are committed to delivering exceptional customer experiences that exceed our members' expectations. As a leading healthcare industry provider, we are seeking a talented and dedicated Customer Service Representative to join our team. This is a 06+months contract to opportunity with long-term potential, offering a unique chance to grow and develop your skills in a dynamic and supportive environment.
**About arenaflex**
arenaflex is a multi-national, multi-billion-dollar corporation recognized as a global leader in the healthcare industry. We have achieved this position by committing ourselves to improving the health and wellbeing of individuals and families, and by fostering a cultural emphasis on high growth and strong performance. Our company values include Accountability, Courage, Curiosity, Trust, and Service, which guide our actions and decisions every day.
**Job Summary**
As a Customer Service Representative at arenaflex, you will be responsible for providing exceptional customer service to our members and providers through inbound calls, live chats, and emails. You will be the primary point of contact for our members, addressing their inquiries, issues, or concerns in a timely and personalized manner. Your goal will be to achieve First Call Resolution (FCR) and provide a positive experience for our members.
**Key Responsibilities**
* Provide exceptional customer service to members and providers through inbound calls, live chats, and emails
* Address inquiries, issues, or concerns in a timely and personalized manner
* Achieve First Call Resolution (FCR) and provide a positive experience for our members
* Leverage a variety of communication channels to deliver timely, accurate, and personalized support
* Meet Key Performance Indicators (KPI) Metrics, including Average Talk Time, Average Hold Time, Average After Call Work, Scheduled Adherence, and Meet Quality Assurance Exceptions
* Adhere to State Regulatory Standards, including Appeals & Grievances, Call Drivers, and other relevant regulations
* Resolve basic problems by communicating the requested information regarding the assessment of the member or provider needs, understanding the cause, and determining if problems need to be routed to other departments for further resolution
* Maintain performance and quality standards based on established contact center metrics
* Provide customer service in a high-paced contact center environment over the phone, via live chats, and emails
* Document all members or provider information and communications for quality and performance tracking through the Customer Relationship Management (CRM) applications
* Remain up-to-date and adhere to quality standards, regulation, and all other policies to ensure quality, consistency, and compliance
* Perform other duties as assigned
**Key Requirements and Technology Experience**
* High School diploma or GED
* Key Skills: Customer service, Call Centre, Outbound calling, healthcare, member service
* Multitasking- interacting and multitasking using multiple systems and programs simultaneously
* Active listening
* Coachable
* Team player
* Health Care Systems; Medi-Cal
* Phone Etiquette
**Preferred Qualifications**
* Experience in a healthcare industry or related field
* Previous customer service experience in a call center environment
* Familiarity with CRM applications and other relevant software
* Strong communication and interpersonal skills
* Ability to work in a fast-paced environment and prioritize tasks effectively
* Ability to multitask and manage multiple projects simultaneously
**Work Environment and Company Culture**
As a Customer Service Representative at arenaflex, you will be part of a dynamic and supportive team that is committed to delivering exceptional customer experiences. Our work environment is fast-paced and challenging, but also rewarding and fulfilling. We offer a range of benefits and perks, including:
* Competitive hourly rate: $19 - $19.32 per hour
* Health insurance (medical, dental, vision)
* 401(k) plan
* Paid sick leave (depending on work location)
* Respected work/life balance
* Leadership team that works on improvement across the board
* Opportunity to further capitalize on arenaflex's management depth and culture of excellence
**How to Apply**
If you are a motivated and dedicated individual who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your application online, and we will review your qualifications and experience. We look forward to hearing from you!
**Equal Employment Opportunity**
arenaflex is an equal employment opportunity employer and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
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