Experienced Customer Experience Associate II – Remote Customer Service Representative

Join arenaflex, a leading provider of innovative solutions and services, as a Customer Experience Associate II in our Remote Customer Service Team. As a key member of our team, you will play a vital role in delivering exceptional customer experiences, resolving complex issues, and driving business growth. If you're passionate about people, problem-solving, and delivering results, this is an exciting opportunity to grow with a dynamic and forward-thinking organization.

About arenaflex

arenaflex is a global leader in delivering mission-critical services and solutions to Fortune 100 companies and over 500 governments. Our dedicated associates create exceptional outcomes for our clients and the millions of people who count on them. At arenaflex, we value individuality, diversity, and inclusion, and we're committed to fostering a culture where our associates can thrive, make a difference, and grow.

Job Summary

As a Customer Experience Associate II, you will be responsible for providing exceptional customer service, resolving complex issues, and driving business growth in our Remote Customer Service Team. You will work closely with our clients, internal stakeholders, and cross-functional teams to deliver results-driven solutions and exceed customer expectations.

Key Responsibilities

* Manage inbound calls, emails, and chats from medical providers, case managers, and other business support professionals

• Provide technical support for Commonwealth administrated Medicaid web applications
• Perform system research and ask questions to identify the root cause of the caller's issue
• Assist users with system navigation and walk them through basic troubleshooting steps
• Document calls in CRM (Customer Relationship Management) system
• Transfer users to other call centers and escalate issues to senior levels as needed
• Follow shift schedule and daily break/lunch schedule
• Seated all day

Essential Qualifications

* Customer-focused with a commitment to client satisfaction

• Goal-oriented high performers
• Able and willing to work full-time shift during our hours of operation (Monday-Friday, 8am to 5pm)
• Able to closely adhere to a designated work schedule
• Able to deliver thorough information within agreed-upon call handle times
• Strong written and verbal communication skills
• Excellent phone and soft skills
• Excellent attendance
• Detail-oriented
• Comfortable talking on the phone for extended periods of time

Preferred Qualifications

* 6 months of customer service or other telephone experience

• High school diploma or G.E.D.
• Must have access to high-speed wired internet connection
• Access to a quiet work environment free from distractions
• Ability to pass a criminal background check and drug screening
• 25 WPM typing
• Intermediate computer skills and knowledge of basic programs

Leadership

* No supervisory responsibilities

• Manages own workload

Problem Solving

* Ability to problem-solve, self-guided

• Evaluates issues and solutions to provide the best outcome for the client and end-users

Interpersonal Skills

* Exchanges information and ideas effectively

Responsibility Statements

* Assesses calls to provide service immediately, be transferred, or require follow-up for client resolution

• Identifies customer needs by referring to case notes and examining each as a specific case
• Performs routine call center activities concerning business products and services
• Uses standard scripts and established guidelines and under supervision, to meet SLAs
• Provides customers with information that is specialized and communicated in a warm empathetic manner
• Gathers all necessary information to update the database
• Escalates issues to senior levels, based on complaints or concerns
• Explains company policies to customers
• Performs other duties as assigned
• Complies with all policies and standards

Work Environment and Culture

* Remote work environment with flexible scheduling

• Collaborative and dynamic team culture
• Opportunities for growth and professional development
• Recognition and rewards for outstanding performance
• Comprehensive benefits package, including health insurance, paid time off, and retirement savings plan

Compensation and Benefits

* Competitive hourly rate of $16.50 per hour

• Bi-weekly pay schedule
• Full-time schedule (40 hours per week)
• Career growth opportunities
• Full benefits package, including health insurance, paid time off, and retirement savings plan
• Bonus or incentive opportunities based on business need

How to Apply

If you're passionate about delivering exceptional customer experiences and driving business growth, we encourage you to apply for this exciting opportunity. Please submit your application through our website or by clicking on the link below. Apply To This Job

Equal Opportunity Employer

arenaflex is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.

Accommodation Policy

If you need a reasonable accommodation to apply for or compete for employment with arenaflex, please submit your request through our website or by clicking on the link below. Accommodation Policy

Join arenaflex Today!

At arenaflex, we're committed to fostering a culture where our associates can thrive, make a difference, and grow. If you're passionate about delivering exceptional customer experiences and driving business growth, we encourage you to join our team today! Apply for this job