Introduction to arenaflex
At arenaflex, we are driven by a mission to simplify and dignify the aging experience. As a team, we are deeply committed to creating a sense of belonging for all, in all phases of life. We believe that navigating the fragmented and confusing system of long-term care should be easier, which is why we are dedicated to bringing together long-term care options, non-healthcare resources, education, and human support into one place. Our team is ferociously curious and relentless in our pursuit of a better system, and we are passionate about making a difference in the lives of care seekers and their families.
About the Role
We are seeking an experienced Senior Customer Service Representative to join our team as a First Call Resolution representative. As the primary contact for our customers and providers, this role is one of the most important positions at arenaflex. You will be responsible for delivering superior customer service to our external and internal customers, supporting our mission to help families navigate long-term care. If you are a customer-focused individual with a passion for providing exceptional service, we encourage you to apply for this exciting opportunity.
Key Responsibilities
- Provide exceptional customer service through timely, accurate, and courteous responses to customers, clients, family members, caregivers, and providers
- Quickly and accurately determine how best to handle customer calls, delivering first call resolution with low customer effort
- Assist customers in resolving inquiries or needs, including handling intake requests, scheduling and rescheduling appointments, and partnering with our Field Team to ensure documents are received
- Document all calls clearly and concisely, completing all follow-up work and handling requests for modules, generating correspondence, and handling fax and non-phone work as needed
- Prevent escalations by tackling issues quickly through proactive conflict resolution and preventing similar issues from recurring
- Meet or exceed call center metrics, including adherence, calls answered, handle time, AUX/ACW time, available time, quality, Field Team rates, intake and scheduling productivity, and Care Advocacy referral process and transfer expectations
- Participate in testing of systems to support deployments and actively contribute to positive morale and teamwork, demonstrating good communication skills
- Provide coaching and training to new team members and shadowing to other areas of the business
Essential Qualifications
- Prior customer service experience in a contact center
- Proven commitment to providing incredible customer service both internally and externally
- Positive energy, optimistic outlook, and a caring, compassionate attitude, in particular with the aged population
- Demonstrated call center metric achievement, including adherence, calls answered, handle time, AUX/ACW time, available time, and quality
- High integrity, reliable attendance, and team-oriented
- Ability to multi-task and handle delegated tasks in a timely manner, meeting deadlines
- Understanding of HIPAA/confidentiality of information
- Demonstrated experience in resolving customer issues through strategic thinking
- Adaptable to change, proactively seeing need and taking ownership
- Strong oral and written communication skills
- Excellent organizational and time management skills
- Proficient with computer applications such as MS Office, workflow management tools, email, desktop faxing, and other office procedures
Preferred Qualifications
- BA/BS or relevant work experience
- Long-term care/insurance industry knowledge, arenaflex experience
Career Growth Opportunities and Learning Benefits
At arenaflex, we are committed to helping our employees grow and develop in their careers. As a Senior Customer Service Representative, you will have the opportunity to participate in training and development programs, coaching and mentoring, and career advancement opportunities. You will also be part of a dynamic and supportive team that is passionate about making a difference in the lives of care seekers and their families.
Work Environment and Company Culture
Our work environment is fast-paced and dynamic, with a focus on teamwork, collaboration, and open communication. We believe in fostering a culture of inclusivity, respect, and empathy, and we are committed to making a positive impact in our communities. As an arenaflex employee, you will be part of a team that is dedicated to making a difference in the lives of others, and you will have the opportunity to contribute to our mission and values.
Compensation, Perks, and Benefits
At arenaflex, we offer a competitive compensation package, including a comprehensive benefits program, generous paid time off, and opportunities for career advancement. Our benefits include:
- Competitive compensation and total rewards incentives
- Comprehensive healthcare coverage
- Multiple 401(k) savings plan options
- Auto-enrollment in employer-directed retirement account feature (100% employer-funded)
- Generous paid time off, including 12 paid holidays, volunteer time off, and paid family leave
- Disability, life, and long-term care insurance
- Tuition reimbursement, student loan repayment, and training and certification support
- Wellness support, including gym membership reimbursement and employee assistance program resources
- Caregiver and mental health support services
Conclusion
If you are a customer-focused individual with a passion for providing exceptional service, we encourage you to apply for this exciting opportunity to join our team as a Senior Customer Service Representative. At arenaflex, we are committed to making a difference in the lives of care seekers and their families, and we believe that you can play a critical role in helping us achieve our mission. Apply today to join our dynamic and supportive team and start making a difference in the lives of others.