At arenaflex, we're pioneering a revolutionary health-care movement that empowers people with disabilities and those aging to live independent and quality lives. Our mission is to provide technology and financial services that aid individuals and their families to thrive in their home and communities. As a visionary company, we're partnered with government agencies and fortune 500 managed care organizations across the country, dedicated to creating exceptional outcomes for our clients and the millions of people that count on them.
We're a highly organized company that offers a solid work/life balance, autonomy, generous paid time off, bonus potential, and career advancement opportunities. Our staff make long-lasting impact on the lives of people every day. If you're passionate about delivering exceptional customer service and making a difference in the lives of others, we invite you to join our team as an Experienced Customer Service Representative I.
**Job Summary:**
As a Customer Service Representative I, you'll be the primary customer-facing employee who provides assistance and support for individuals self-directing Medicaid services in the home and the caregivers for those individuals. You'll be knowledgeable of specific rules and qualifications of the programs arenaflex supports, using your knowledge of products or services as well as great customer service skills to promptly and accurately address issues, provide support and information to ensure customer satisfaction.
**Key Responsibilities:**
* Communicate effectively with a range of individuals with varying educational levels, disabilities, and communication styles.
* Respond to customer inquiries with timely and accurate information.
* Use person-centered techniques in all participant interactions.
* Receive inquiries about arenaflex services, how to enroll on the program, and program guidelines and requirements.
* Provide information on self-direction to assure that each individual is able to make informed decisions about their care.
* Assist individuals in completing paperwork or understanding Program requirements.
* Represent arenaflex in all interactions with the public by providing quality service to internal staff and external clients. Ensure privacy of our customers remains the utmost importance.
* Initiate required action for response to caller requests, including the need for additional support by other arenaflex staff or requests for documents, and communicate such requests to the proper department.
* Recognize the need for additional services required by the caller.
* Ensure the satisfaction of callers and professional handling of difficult or unusual situations.
* Conduct follow-up phone calls for quality and satisfaction.
* Participate in development, training, and other departmental meetings and adhere to corporate policies that concern the customer service department.
* Access arenaflex software in order to retrieve information to answer inquiries and to update contact notes and other information into digital case records.
* Requires additional duties as assigned.
* Reports directly to the Customer Service Supervisor.
* Adhere to all remote work policies and procedures.
**Essential Qualifications:**
* Any combination of education and/or experience that has provided the knowledge, skills and abilities necessary for satisfactory job performance.
* Can include a combination of high school graduate or equivalent and:
+ One year of experience performing customer support activities, preferably in a call center.
+ Working knowledge of contact with the public and telephone; modern office procedures and methods.
+ Good verbal and written communication skills.
+ Ability to electronically document records to a web-based chart.
+ Intermediate skills with Microsoft Office, email and internet.
+ Good problem-solving and listening skills.
+ Must exhibit the ability to work with the public under stressful circumstances in a fair, calm, and understanding manner and obtain positive results.
+ Skill in the operation of a variety of office equipment, including computer and networks.
+ CRM experience and/or Medicaid experience a plus.
+ Bilingual skills a plus.
**Preferred Qualifications:**
* Experience working in a call center environment.
* Knowledge of Medicaid services and regulations.
* Bilingual skills.
* CRM experience.
**arenaflex Culture:**
At arenaflex, we're committed to creating a culture that values diversity, equity, and inclusion. We believe that our differences are what make us stronger and more innovative. We're an Equal Employment Opportunity (EEO) employer and do not discriminate in any employer/employee relations based on race, color, religion, sex, sexual orientation, gender identity and expression, national origin, age, marital status, disability, veteran status, genetic information or any other basis.
**Benefits:**
* Competitive salary and bonus potential.
* Generous paid time off.
* Autonomy and flexibility in a remote work environment.
* Opportunities for career advancement and professional growth.
* Comprehensive benefits package, including medical, dental, and vision insurance.
* 401(k) retirement plan with company match.
* Access to cutting-edge technology and training.
**How to Apply:**
If you're passionate about delivering exceptional customer service and making a difference in the lives of others, we invite you to apply for this exciting opportunity. Please submit your application through our website, including your resume and a cover letter outlining your experience and qualifications.
**Equal Employment Opportunity:**
arenaflex is an Equal Employment Opportunity (EEO) employer and does not discriminate in any employer/employee relations based on race, color, religion, sex, sexual orientation, gender identity and expression, national origin, age, marital status, disability, veteran status, genetic information or any other basis.
**Remote Work Policy:**
arenaflex is committed to providing a flexible and remote work environment that allows our employees to work from the comfort of their own homes. We require our employees to adhere to all remote work policies and procedures, including maintaining a dedicated workspace and ensuring the security and confidentiality of our systems and data.
**Contact Us:**
If you have any questions or would like to learn more about this opportunity, please don't hesitate to contact us. We look forward to hearing from you!
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