Experienced Bilingual Customer Service Representative – Remote Opportunity in Rochester, NY

At arenaflex, we're committed to delivering exceptional customer care to some of the most vulnerable communities in New York. As a Bilingual Customer Service Representative, you'll play a vital role in serving millions of New Yorkers who need to navigate complex healthcare plans. With a passion for delivering outstanding customer experiences and a strong commitment to integrity, you'll join a team of dedicated professionals who share your values.

Why Join arenaflex?

• Competitive Compensation: Enjoy a base rate of $20.50/hour, with opportunities for quarterly bonuses based on performance.

• Comprehensive Insurance Coverage: Choose from various plans, including Medical, Dental, Vision, Prescription, and partially funded HSA, as well as Life insurance benefits and discounts on Auto, Home, Renter's, and Pet insurance.
• Future Planning: Prepare for retirement with our 401K Retirement Savings plan and Company Matching.
• Paid Time Off Package: Enjoy PTO, Holidays, and sick leave, as well as access to our Employee Assistance Program (EAP) for holistic wellness support.
• Recognition Platform: Acknowledge and appreciate outstanding employee contributions.
• Tuition Reimbursement: Invest in your ongoing education and development.
• Employee Perks and Discounts: Enjoy additional benefits and discounts exclusively for employees.
• Maximus Wellness Program and Resources: Access a range of wellness programs and resources tailored to your needs.
• Professional Development Opportunities: Participate in training programs, workshops, and conferences.

Essential Duties and Responsibilities:

• Answer incoming calls from consumers, including the general public, prospective enrollees, and people assisting enrollees or acting on their behalf, in accordance with all performance standards, policy, and procedures, and protocols, including but not limited to the confidentiality and privacy policies.

• Respond effectively to all forms of inbound and outbound contacts, ensuring that every interaction is thoughtful, open, transparent, and done with integrity.
• Track and document all inquiries using the applicable systems, maintaining accurate and up-to-date records.
• Process new applications for health care coverage via the telephone, including building tax household, household income, eligibility determinations, interpreting determinations made by the Marketplace, and enrollment into health plans.
• Process life event changes, demographic updates, disenrollment requests, and special enrollment periods as requested, ensuring that every action is taken with the highest levels of knowledge and professionalism.
• Facilitate the fulfillment of caller requests for materials via mail, email, or download, providing exceptional customer service at every touchpoint.
• Facilitate translation services for non-English speaking callers according to procedures, ensuring that every interaction is culturally sensitive and respectful.
• Escalate calls or issues to the appropriate designated staff for resolution as needed, maintaining a high level of professionalism and integrity.
• Attend meetings and trainings as requested, maintaining up-to-date knowledge of all programs and systems.
• Meet Quality Assurance (QA) and other key performance metrics, ensuring that every interaction meets the highest standards of quality and excellence.

Minimum Requirements:

• High school diploma or GED required, with 6+ months of relevant professional experience required, or equivalent combination of education and experience.

• Must be fluent in English and Spanish, with the ability to speak, read, and translate in both languages fluently.
• Strong data entry and telephone skills, with excellent organizational, interpersonal, written, and verbal communication skills.
• Ability to perform comfortably in a fast-paced work environment, with the ability to successfully execute many complex tasks simultaneously.
• Ability to work as a team member, as well as independently, with a strong commitment to integrity and customer service.
• Previous experience with computers, phone systems, and headsets preferred, as well as previous experience in customer service.

Preferred Qualifications:

• Previous experience in a customer-facing role, with a strong track record of delivering exceptional customer experiences.

• Experience working in a healthcare or insurance environment, with a strong understanding of healthcare plans and policies.
• Strong analytical and problem-solving skills, with the ability to think critically and make sound decisions.
• Experience working in a team environment, with a strong commitment to collaboration and teamwork.

Work Environment and Company Culture:

• Work will be performed in a remote environment, with the opportunity to work from home.

• arenaflex is committed to creating a positive and inclusive work environment, with a strong focus on diversity, equity, and inclusion.
• arenaflex is an equal opportunity employer, with a strong commitment to hiring and retaining talented individuals from diverse backgrounds.

Compensation and Benefits:

• Competitive compensation package, including a base rate of $20.50/hour and opportunities for quarterly bonuses based on performance.

• Comprehensive insurance coverage, including Medical, Dental, Vision, Prescription, and partially funded HSA, as well as Life insurance benefits and discounts on Auto, Home, Renter's, and Pet insurance.
• Future planning opportunities, including our 401K Retirement Savings plan and Company Matching.
• Paid time off package, including PTO, Holidays, and sick leave, as well as access to our Employee Assistance Program (EAP) for holistic wellness support.
• Recognition platform, acknowledging and appreciating outstanding employee contributions.
• Tuition reimbursement, investing in ongoing education and development.
• Employee perks and discounts, enjoying additional benefits and discounts exclusively for employees.
• Maximus Wellness Program and Resources, accessing a range of wellness programs and resources tailored to your needs.
• Professional development opportunities, participating in training programs, workshops, and conferences.

How to Apply:

If you're a motivated and customer-focused individual with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you! Apply for this job