Experienced Customer Service Specialist 2 – Web & Communication Services at arenaflex

Job Summary:

Join arenaflex, a dynamic and forward-thinking organization, as an Experienced Customer Service Specialist 2 in our Web and Communication Services team. As a key member of our customer-facing team, you will play a vital role in delivering exceptional service to Washington workers, employers, and medical providers. Your expertise in customer service, communication, and problem-solving will enable you to provide timely and accurate assistance, resolving customer complaints and issues efficiently. If you are passionate about delivering outstanding customer experiences and are eager to grow with a leading organization, we encourage you to apply for this exciting opportunity.

About arenaflex:

arenaflex is a leading organization dedicated to keeping Washington safe and working. Our mission is to provide innovative solutions, exceptional customer service, and a commitment to excellence in all aspects of our work. We value diversity, equity, and inclusion, and strive to create a workplace that is welcoming and inclusive for all employees. Our team is passionate about making a difference in the lives of Washington's 3.3 million workers, and we are committed to delivering the highest level of service to our customers.

Key Responsibilities:

As an Experienced Customer Service Specialist 2, you will be responsible for:

• Providing timely and accurate customer service to Washington workers, employers, and medical providers through the LISTENS Hotline
• Explaining agency policies, procedures, and processes to customers
• Reviewing documents and informing customers of their rights and responsibilities
• Providing RCW and WAC information to customers
• Acting as a liaison between customers and the agency, resolving customer service-related complaints and issues
• Using computer programs, websites, and other references to assist customers with the completion of agency form websites and other business needs
• Communicating with customers regarding claims, employer services, employment standards, and other areas within the agency
• Answering the LISTENS hotline using a multi-line telephone system
• Delivering direct services to external and internal customers through calls presented by an automated call distribution multi-line system
• Accurately keying data into computer programs to ensure clear and concise communications to claims managers on behalf of customers
• Revising and researching file documentation to resolve customer-related complaints and advise customers of proper procedures involved in appealing agency decisions
• Covering Rotunda staff for morning and afternoon breaks and lunchtime as needed
• Multi-tasking, including talking to customers, inputting data, and locating information simultaneously
• Documenting telephone conversations and other pertinent information into the computer system
• Performing routine copy work, preparing mailings to injured workers, providers, and employers
• Processing faxes and ensuring that all documents sent to Imaging have a claim number
• Attending meetings, assisting with projects, providing basic copier maintenance, and other clerical duties as requested

Essential Qualifications:

* An Associate's degree AND two years of experience providing assistance to customers regarding inquiries, complaints, or problems

• OR A Bachelor's degree
• OR equivalent experience providing assistance to customers regarding inquiries, complaints, or problems

Preferred Qualifications:

* Experience in answering a high volume of incoming telephone calls

• Ability to understand and defuse upset customers and assist them in resolving their issues
• Ability to change priorities dependent upon continually changing situations

Skills and Competencies:

* Excellent customer service and communication skills

• Ability to work in a fast-paced environment with multiple priorities
• Strong problem-solving and analytical skills
• Ability to work independently and as part of a team
• Proficiency in computer programs, including LINIIS, ORION, Microsoft Outlook, and other software as needed
• Ability to learn and adapt to new systems and processes
• Strong organizational and time management skills
• Ability to maintain confidentiality and handle sensitive information

Career Growth Opportunities and Learning Benefits:

* arenaflex offers a range of career growth opportunities, including training and development programs, mentorship, and opportunities for advancement

• Our team is passionate about learning and growth, and we encourage employees to pursue their interests and develop new skills
• arenaflex offers a range of benefits, including flexible work schedules, telework options, and a comprehensive benefits package

Work Environment and Company Culture:

* arenaflex is a dynamic and forward-thinking organization that values diversity, equity, and inclusion

• Our team is passionate about delivering exceptional customer service and making a difference in the lives of Washington's 3.3 million workers
• We offer a range of work-life balance benefits, including flexible schedules, telework options, and a comprehensive benefits package
• Our team is committed to creating a workplace that is welcoming and inclusive for all employees

Compensation, Perks, and Benefits:

* arenaflex offers a competitive salary and benefits package, including health, dental, and vision insurance, retirement savings, and paid time off

• We offer a range of perks, including flexible work schedules, telework options, and a comprehensive benefits package
• arenaflex is committed to providing a workplace that is welcoming and inclusive for all employees, and we offer a range of benefits to support work-life balance, including flexible schedules, telework options, and a comprehensive benefits package

How to Apply:

If you are passionate about delivering exceptional customer service and are eager to grow with a leading organization, we encourage you to apply for this exciting opportunity. Please submit your application, including a cover letter, current resume, and list of at least three professional references with current telephone numbers. We will contact the top candidates directly to interview for this position.

Background Check Notice:

Prior to a placement in this position, a background check, including criminal history record, will be conducted. Information from your background check will not necessarily preclude employment but will be considered in determining your eligibility to perform the requirements of the position.

Equal Opportunity Employer:

arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating a workplace that is welcoming and inclusive for all employees, and we offer a range of benefits to support work-life balance, including flexible schedules, telework options, and a comprehensive benefits package.

Contact Information:

If you have any questions regarding this job posting, program, or the agency, please contact Haleigh Missildine at [email protected] or Becky Lee Zamora at [email protected]. Apply Job! Apply for this job