Experienced Customer Service Advocate II - Outbound Representative for Delivering Exceptional Member and Provider Experiences

Welcome to arenaflex: Where Customer Care Meets Innovation At arenaflex, we're dedicated to making a difference in the lives of our 28 million members. As a Customer Care professional, you'll be the face of our organization, providing top-notch support and education to our members and providers. With a focus on flexibility and competitive benefits, you'll have the opportunity to thrive in a dynamic and inclusive environment. Our team is passionate about delivering exceptional experiences, and we're looking for a talented individual to join our ranks as a Customer Service Advocate II - Outbound. Job Overview In this critical role, you'll be responsible for delivering education and information to members and providers on behalf of our customer service team. Your goal will be to inform them of the latest updates or changes made to products, gather information, and ensure a successful experience. You'll facilitate outreach via outbound calls to provide providers with timely, accurate, and personalized support. As a front-line support specialist, you'll be the primary point of contact for various member and provider inquiries, requests, or concerns. Key Responsibilities: Reach out to members and/or providers for educational or informational purposes to help support solutions or concerns Escalate calls in the event providers are unable to deliver solutions Serve as the front-line support on various member and/or provider inquiries, requests, or concerns Assist with sharing product awareness campaigns, policy changes, directory audits, monthly provider satisfaction surveys, and basic claims related outreach with providers Maintain performance and quality standards based on established contact center metrics Expand knowledge on primary market and/or plan, and may expand to cover additional markets and/or plans that may require minor research (e.g., benefits eligibility) Document information including demographics, call summaries, and communications for quality and performance tracking through the Customer Relationship Management (CRM) applications Remain up-to-date and adhere to quality standards, regulation, and all other policies to ensure quality, consistency, and compliance Perform other duties as assigned Comply with all policies and standards Requirements and Qualifications To be successful in this role, you'll need: A High School diploma or GED 1-2 years of related experience in a customer-facing environment Vocational or technical education in addition to prior work experience (may include additional on-the-job training or continuous learning education) Experience in a contact center environment is preferred In terms of skills and competencies, we're looking for individuals who are: Excellent communicators with strong verbal and written skills Able to work in a fast-paced environment with multiple priorities and deadlines Proficient in using technology, including CRM applications and other software tools Able to maintain confidentiality and handle sensitive information with discretion Strong problem-solvers with a customer-centric approach Career Growth and Development At arenaflex, we're committed to helping our employees grow and develop in their careers. As a Customer Service Advocate II - Outbound, you'll have access to: Ongoing training and development programs to enhance your skills and knowledge Opportunities for advancement and career progression within the company A supportive and inclusive work environment that values diversity and individuality A comprehensive benefits package, including competitive pay, health insurance, 401K and stock purchase plans, tuition reimbursement, paid time off plus holidays, and a flexible approach to work with remote, hybrid, field or office work schedules Work Environment and Company Culture At arenaflex, we pride ourselves on our dynamic and inclusive work environment. Our team is passionate about delivering exceptional customer experiences, and we're committed to making a positive impact in our communities. As an employee, you can expect: A collaborative and supportive team environment A culture that values diversity, equity, and inclusion Opportunities for community involvement and volunteer work A flexible and adaptive approach to work, with options for remote, hybrid, field or office work schedules Compensation and Benefits We offer a competitive compensation package, including: Hourly pay range: $16.83 - $26.44 per hour Comprehensive benefits package, including health insurance, 401K and stock purchase plans, tuition reimbursement, paid time off plus holidays Flexible approach to work with remote, hybrid, field or office work schedules Opportunities for career advancement and professional growth Conclusion If you're a motivated and customer-focused individual who is passionate about delivering exceptional experiences, we encourage you to apply for this exciting opportunity. As a Customer Service Advocate II - Outbound at arenaflex, you'll be part of a dynamic team that is dedicated to making a difference in the lives of our members. Don't miss out on this chance to join our team and take your career to the next level. Apply now and become a part of the arenaflex family! Apply for this job