At arenaflex, we're dedicated to delivering exceptional customer service and innovative solutions to our clients and claimants across the country. As a Customer Care Representative I, you'll play a vital role in our team, providing compassionate and empathetic support to those who need it most. If you're passionate about making a difference in people's lives and have a strong commitment to customer service, we want to hear from you!
**Job Responsibilities and Key Performance Indicators:**
As a Customer Care Representative I, you'll be responsible for:
* Managing inbound calls from clients and claimants across the country, providing timely and efficient support to resolve their queries and concerns
* Accurately filing and documenting client/claimant-specific information into our applicable system
* Adhering to all department standards and responding to client and claimant inquiries in a timely and efficient manner
* Consistently delivering exceptional customer service, measured by the results of our Quality Monitoring program
* Communicating effectively with all levels of management, demonstrating confidence, strong decision quality, and sound judgment when assisting claimants
* Resolving routine administrative technical issues for applicable source systems
* Answering related claims questions for applicable clients specific to the Intake process and reporting missed time
* Maintaining a high level of confidentiality and adhering to HIPPA rules and regulations
* Reliable, regular, and predictable attendance to ensure appropriate staffing to handle call volume
* Performing other duties as assigned
**Key Competencies and Qualifications:**
To succeed in this role, you'll need to possess:
* Strong customer service skills, including politeness, friendliness, and helpfulness
* Ability to type and talk simultaneously
* Proven patience and understanding
* Active listening skills
* Strong attention to detail
* Demonstrated compassion
* Ability to work independently and remotely
* Ability to communicate effectively in both verbal and written interactions
* Ability to handle confidential information with utmost judgment and discretion
* Exceptional interpersonal communication skills and the ability to work with a diverse workforce
* Proficient at maneuvering on a PC with working knowledge of MS Office (Word, Excel, and Outlook)
* Ability to manage and meet departmental deadlines and key performance indicators
* Demonstrated ability in verbal and written skills, and reading comprehension
* Proven experience in providing quality customer service (preferably in a call center environment)
* Knowledge of medical terminology (preferred)
* Experience using web-based programs
* High-speed home internet installed for remote/teleworker work
**Work Environment and Culture:**
As a Customer Care Representative I, you'll be working in a fast-paced, team-oriented, dynamic inbound/outbound call center environment. You'll be required to work a scheduled shift between core business hours (Mon-Fri, 4am-8pm Arizona time) and be open to working some holidays. You'll need to be willing and able to work sitting in one place taking calls and speaking for the entirety of your scheduled shift (excluding scheduled breaks and lunches).
**Physical Requirements:**
This role requires:
* Sitting for prolonged periods of time
* Extensive typing and using primarily the fingers rather than the entire hand
* Visual acuity sufficient to perform activities such as preparing and analyzing data and figures; transcribing notes; viewing a computer terminal and extensive reading
* Hearing sufficient to understand verbal instruction and answer telephones
**Benefits and Compensation:**
At arenaflex, we offer a competitive pay package and a range of benefits to help our team members thrive in their financial, physical, and mental wellbeing. Our benefits include:
* An annual performance bonus for all team members
* Generous 401(k) company match that is immediately vested
* A choice of three medical plans (including prescription drug coverage) to suit your unique needs
* For High Deductible Health Plan enrollees, a company contribution to your Health Savings Account
* Multiple options for dental and vision coverage
* Company-provided Life & Disability Insurance to ensure financial protection when you need it most
* Family-friendly benefits, including Paid Parental Leave & Adoption Assistance
* Hybrid work arrangements for eligible roles
* Tuition Reimbursement and Continuing Professional Education
* Paid Time Off, volunteer days, community partnerships, and Employee Assistance Program
* Ability to connect with colleagues around the country through our Employee Resource Group program and our Diversity Equity & Inclusion Council
**Our Values:**
At arenaflex, we're guided by our core values of:
* Integrity
* Empowerment
* Compassion
* Collaboration
* Fun
**EEO Statement:**
arenaflex is an equal opportunity employer. We adhere to a policy of making employment decisions without regard to race, color, religion, sex, national origin, citizenship, age, or disability, or any other classification or characteristic protected by federal or state law or regulation.
**How to Apply:**
If you're passionate about delivering exceptional customer service and making a difference in people's lives, we want to hear from you! Apply now through our website or by clicking the link below:
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