Customer Service Representative – After-Hours Member Support Specialist (Remote, Virginia Residents Only)

Join arenaflex as a Customer Service Representative – After-Hours Member Support Specialist

Do you find deep personal satisfaction in helping people navigate important moments in their lives? Are you the kind of professional who lights up when solving a problem, calming a concern, or guiding someone toward a service they genuinely need? If you thrive in fast-paced, member-focused environments and want to build a meaningful career with a purpose-driven organization, arenaflex wants to meet you.

arenaflex is transforming how individuals access essential care and support services across the United States. By combining innovative technology with a human touch, we connect members to reliable non-emergency medical transportation, personal care, and home-based support that helps them live healthier, more independent lives. Every call answered by our team is more than a transaction — it is a chance to make a tangible difference in someone's healthcare journey. We are looking for optimistic, compassionate, and highly organized Customer Service Representatives to join our remote after-hours support team based in Virginia.

Position Overview

We are hiring a Customer Service Representative – After-Hours Member Support Specialist to serve as the first point of contact for members using our transportation and care coordination services. Please note: this is an after-hours, evening and weekend position — it is not an overnight shift. You will work either a Sunday through Wednesday schedule or a Wednesday through Saturday schedule, consisting of four 10-hour shifts per week. The anticipated start date for this role is September 17, 2024.

As a CSR at arenaflex, you will resolve member concerns, schedule and modify reservations, and ensure that every interaction reflects our commitment to accuracy, empathy, and outstanding service. You will be provided with structured protocols and scripts to support consistent documentation of every conversation, ensuring that scheduling, modifications, and cancellations are handled seamlessly.

Key Responsibilities

• Receive and document inbound and outbound member calls in a professional, friendly, and timely manner, capturing all relevant details with precision.
• Schedule, modify, and cancel transportation and care reservations in accordance with established protocols, ensuring accuracy at every step.
• Answer questions from members about service offerings, eligibility, coverage, and trip logistics while supporting them in their journey toward improved health outcomes.
• Input accurate trip and member data into internal systems, maintaining the integrity of records across multiple platforms.
• Review and educate members on available services, insurance coverage, and any program guidelines that may affect their care.
• Follow all arenaflex policies, procedures, and compliance standards consistently during every member interaction.
• Demonstrate a personal commitment to producing high-quality work and continuously meeting or exceeding performance goals.
• Refer unresolved member grievances or complex issues to the appropriate department for further investigation and resolution.
• Multitask effectively across multiple systems to extract necessary information and provide efficient, accurate service.
• Maintain confidentiality and security of sensitive company and member information at all times.

Essential Work-from-Home Requirements

This is a fully remote position. To succeed, you will need:

• High-speed internet connection with a minimum of 25 Mbps download and 5 Mbps upload (proof of a speed test will be required).
• The ability to directly hardwire your computer to your modem via Ethernet cable — wireless connections are not permitted for this role.
• A dedicated workspace that is physically separated from other living areas, providing the privacy needed to review sensitive company documents securely.
• Availability to attend 100% of training sessions on camera for the first 30 days of employment.
• Residency in the state of Virginia — this is a mandatory requirement due to operational and regulatory considerations.

Qualifications We Are Looking For

Minimum Requirements

• High school diploma or General Education Degree (GED).
• 0–2 years of related professional experience.
• At least 6 months of experience in a contact center, call center, or high-volume customer service environment.
• Strong organizational skills with excellent written and verbal communication abilities.
• All system documentation is completed in English; fluency in written and spoken English is required.
• Typing speed of 35 words per minute or higher.
• Proven ability to handle a high volume of calls — up to 100+ calls per day — while maintaining accuracy and professionalism.
• Proficiency in the Microsoft Office Suite (Word, Excel, Outlook, Teams).
• Ability to talk and type simultaneously, delivering clear and concise information while interacting with members.
• Willingness to work overtime as business needs require.
• Ability to work independently under general supervision with minimal direction.
• Sound decision-making and problem-solving skills, especially in a fast-paced, high-volume environment.

Preferred Competencies

• Prior experience in healthcare, transportation coordination, insurance verification, or social services.
• Bilingual or multilingual capabilities (a plus, though not required).
• Comfort navigating multiple software platforms and screen-switching efficiently.
• A track record of exceeding customer satisfaction targets.

What You Will Gain From This Role

Working at arenaflex is more than a job — it is a career path. From your very first day, you will participate in a comprehensive paid training program designed to set you up for long-term success. You will gain hands-on experience in member engagement, healthcare logistics, and customer experience excellence — skills that are highly transferable across the healthcare, insurance, and service industries. High-performing team members have clear pathways to grow into senior CSR, team lead, quality analyst, training specialist, or operational management roles.

Our Culture and Work Environment

arenaflex is built on a foundation of empathy, accountability, and continuous improvement. We believe that the best customer service comes from team members who feel supported, valued, and empowered. Our remote work environment fosters independence while maintaining strong team connection through regular video huddles, collaborative tools, and open communication channels. We celebrate wins together, learn from challenges, and always keep the member at the center of every decision.

Our culture is also deeply inclusive. arenaflex is an Equal Opportunity Employer, and we welcome applicants of every background, identity, and experience. We are proud to be a workplace where diversity is respected, and all team members have the opportunity to thrive.

Compensation and Comprehensive Benefits

The starting pay rate for this position is $15.00 per hour, with opportunities for performance-based increases over time. In addition to competitive compensation, arenaflex offers a robust benefits package designed to support your health, financial well-being, and work-life balance:

• Medical, dental, and vision insurance.
• Employer-paid basic life insurance and AD&D coverage.
• Voluntary life insurance options for employees, spouses, and children.
• Health care and dependent care flexible spending accounts (FSA).
• Pre-tax and post-tax commuter and parking benefits.
• 401(k) retirement savings plan with company match.
• Generous paid time off (PTO).
• Paid parental leave.
• Short-term and long-term disability insurance.
• Tuition reimbursement to support your continued education.
• Employee discounts on retail, hotels, dining, car rentals, and more.

Our Hiring Process and Commitment to You

Positions at arenaflex are posted and remain open for applications for a minimum of five days and up to 45 days depending on the role and applicant volume. We strongly encourage prospective candidates to apply early so as not to miss this opportunity. Because we frequently post new openings, we invite you to set up email alerts through your candidate account to stay informed about future roles that match your interests.

If you require a reasonable accommodation during the application or interview process, please reach out to our Talent Acquisition team. We are committed to ensuring that every candidate has a fair and accessible experience.

A Note on Your Safety

Please be aware that arenaflex will never ask potential applicants for personal identifiable information via social media, nor will we ever request money from job seekers. If you encounter anyone claiming to represent arenaflex who asks for sensitive personal information or financial details through social media channels, please report them to the platform immediately.

Apply Today

If you live in Virginia, love helping people, and want to be part of a mission-driven team that is reshaping how care is delivered across the country, we want to hear from you. Bring your optimism, your organizational skills, and your commitment to excellent service — and let arenaflex provide the platform where your work truly matters. Click the Apply Job button below to submit your application and take the next step toward a rewarding career.

At arenaflex, our goal isn't a number. It's a difference — and that difference starts with you.