At arenaflex, we're committed to delivering exceptional customer experiences that exceed our members' expectations. As a key member of our customer service team, you'll play a vital role in providing prompt and courteous support to our health plan partners in both English and Spanish. If you're passionate about delivering top-notch service, have a flair for communication, and are fluent in both languages, we'd love to hear from you!
**About arenaflex**
arenaflex is a leading provider of innovative healthcare solutions, dedicated to improving the lives of our members and partners. Our team is passionate about creating a positive impact, and we're always looking for talented individuals who share our vision. As a remote customer service representative, you'll have the flexibility to work from the comfort of your own home, while still being part of a dynamic and supportive team.
**Job Summary**
As an Alivi Bilingual Customer Service Representative, you'll be responsible for providing exceptional support to our health plan members and partners in both English and Spanish. Your primary focus will be on addressing inquiries about our transportation services, ensuring that our members receive the highest level of care and attention. This role requires excellent communication skills, empathy, patience, and attention to detail, as well as the ability to work in a fast-paced environment.
**Key Responsibilities**
* Handle inbound calls in both English and Spanish from health plan members and representatives, regarding transportation services offered through our health plan.
* Meet or exceed productivity metric goals, including Average Handle Time, Quality Assurance, Calls per hour, and Customer Satisfaction after call survey.
* Follow all HIPAA and compliance protocols to ensure the protection of all members' protected health information (PHI).
* Escalate transportation and customer service concerns to contact center leadership team.
**Requirements**
* Minimum of 6 months of inbound Contact Center experience or transferable healthcare experience.
* Fully bilingual: English/Spanish.
* High School degree or equivalent.
* Must be able to sit for 8 hours or more a day wearing a headset.
* Must have a secure, quiet, distraction-free workspace, without any conflicting responsibilities during scheduled work shift (conflicting responsibilities may include caring for family members).
* CSR's must have a download speed of 80 to 100-mbps and upload speed of 12 to 20-mbps.
* Excellent written, communication, and data entry skills.
* Moderate experience in Microsoft Teams, Outlook, and Word.
* Must be able to adapt to high and fast-paced call volume.
**Essential Qualifications**
* Strong communication and interpersonal skills, with the ability to build rapport with members and partners.
* Excellent problem-solving skills, with the ability to think critically and resolve issues efficiently.
* Ability to work in a fast-paced environment, with multiple priorities and deadlines.
* Strong attention to detail, with the ability to accurately enter data and maintain records.
* Ability to work independently, with minimal supervision.
**Preferred Qualifications**
* Experience working in a healthcare or transportation-related industry.
* Familiarity with HIPAA and compliance protocols.
* Experience with data entry and record-keeping.
* Strong analytical and problem-solving skills.
**Skills and Competencies**
* Excellent communication and interpersonal skills.
* Strong problem-solving and analytical skills.
* Ability to work in a fast-paced environment.
* Strong attention to detail and accuracy.
* Ability to work independently and with minimal supervision.
**Career Growth Opportunities and Learning Benefits**
At arenaflex, we're committed to helping our employees grow and develop their skills. As a remote customer service representative, you'll have access to:
* On-the-job training and coaching.
* Opportunities for career advancement and professional growth.
* Access to online training and development resources.
* A supportive and collaborative team environment.
**Work Environment and Company Culture**
As a remote customer service representative, you'll have the flexibility to work from the comfort of your own home. Our team is passionate about creating a positive and supportive work environment, with a focus on collaboration, innovation, and customer satisfaction. We're committed to providing a safe and inclusive workplace, where everyone feels valued and respected.
**Compensation, Perks, and Benefits**
* Competitive hourly rate: $16.50 per hour.
* 401(k) matching program.
* Dental insurance.
* Health insurance.
* Paid time off.
* Referral program.
* Vision insurance.
* Work from home.
**Shift Availability**
* Day shift.
* Evening shift.
**Application Instructions**
If you're passionate about delivering exceptional customer service and have a flair for communication, we'd love to hear from you! Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you!
**Important Notes**
* Please note that this role requires a secure, quiet, distraction-free workspace, without any conflicting responsibilities during scheduled work shift.
* CSR's must have a download speed of 80 to 100-mbps and upload speed of 12 to 20-mbps.
* If you currently own or use any of the following devices for work purposes (Microsoft Surface Book Pro, Mac, Chromebooks, iPads, Non-Windows-based tablets), please note that these devices are not compatible with our systems, and candidates using them will not be considered for this role.
We're excited to hear from you and look forward to reviewing your application!
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