Experienced Customer Service Advocate III – Complex Issue Resolution and Member Support Specialist

Welcome to arenaflex: Transforming Lives through Exceptional Customer Service At arenaflex, we're dedicated to making a meaningful difference in the lives of our 28 million members. As a national organization with a strong commitment to diversity and flexibility, we're seeking a talented and compassionate Customer Service Advocate III to join our team. If you're passionate about delivering top-notch support and resolving complex issues with ease, we want to hear from you. This remote opportunity, based in the Chicago area, offers a unique chance to work with a dynamic team and make a real impact on our members' lives. Job Overview As a Customer Service Advocate III at arenaflex, you'll serve as a trusted advocate for our members and providers, focusing on resolving complex issues and concerns in a timely and personalized manner. You'll leverage various communication channels, including phone, live chats, and emails, to provide high-quality support and guidance on complex member or provider issues. Your expertise will help educate customers on solutions and requested information, ensuring they receive the best possible service. Key Responsibilities: Assess and research customer service needs, determine causes, and initiate corrective actions to other service or technical departments for follow-up as needed. Provide support and guidance on complex member or provider issues to ensure customers receive high-quality services. Resolve complex problems and educate customers on solutions or requested information. Provide customer service in a high-paced contact center environment over the phone, via live chats, and emails. Identify and document all customer information and communications to update leadership on customer needs through root cause analysis. Provide guidance and training to other team members on complex issues in the absence of a team lead. Document all member or provider information and communications for quality and performance tracking through the Customer Relationship Management (CRM) applications. Remain up-to-date and adhere to quality standards, regulations, and all other policies to ensure quality, consistency, and compliance. Perform other duties as assigned and comply with all policies and standards. Requirements and Qualifications To succeed in this role, you'll need: A High School diploma or GED. 2-4 years of related experience in customer service, with a focus on complex issue resolution. Vocational or technical education in addition to prior work experience may be required, including on-the-job training or continuous learning education. Excellent communication, problem-solving, and analytical skills. Ability to work in a fast-paced environment and adapt to changing situations. Strong attention to detail and ability to document customer information accurately. Ability to work Saturdays and reside in the Chicago area (remote work arrangement). Preferred Qualifications: Previous experience in a contact center environment or customer-facing role. Knowledge of CRM applications and quality standards. Experience with root cause analysis and process improvement. Strong leadership and mentoring skills, with the ability to guide and train team members. Skills and Competencies To excel in this role, you'll need to possess: Excellent communication skills : Ability to articulate complex information in a clear and concise manner. Problem-solving skills : Ability to analyze complex issues and develop effective solutions. Adaptability : Ability to work in a fast-paced environment and adapt to changing situations. Attention to detail : Ability to document customer information accurately and maintain high-quality standards. Leadership skills : Ability to guide and train team members, with a focus on complex issue resolution. Career Growth and Learning Opportunities At arenaflex, we're committed to helping our employees grow and develop in their careers. As a Customer Service Advocate III, you'll have access to: Continuous learning opportunities : Ongoing training and development programs to enhance your skills and knowledge. Career advancement opportunities : Opportunities to move into leadership roles or specialized positions within the company. Mentorship programs : Guidance and support from experienced professionals to help you achieve your career goals. Work Environment and Company Culture At arenaflex, we pride ourselves on our diverse and inclusive work environment. You'll be part of a dynamic team that values: Flexibility : Remote work arrangements, flexible schedules, and a focus on work-life balance. Diversity and inclusion : A commitment to diversity, equity, and inclusion, with a focus on creating a welcoming and inclusive work environment. Collaboration : A team-oriented approach to work, with a focus on collaboration and mutual support. Compensation and Benefits We offer a competitive compensation package, including: Hourly pay range : $19.24 - $32.69 per hour, with opportunities for growth and advancement. Comprehensive benefits package : Health insurance, 401K and stock purchase plans, tuition reimbursement, paid time off, and holidays. Flexible work arrangements : Remote, hybrid, field, or office work schedules, with a focus on flexibility and work-life balance. Conclusion If you're a motivated and compassionate customer service professional looking for a challenging and rewarding role, we encourage you to apply for this exciting opportunity. As a Customer Service Advocate III at arenaflex, you'll have the chance to make a real difference in the lives of our members and providers, while growing and developing your career in a dynamic and supportive environment. Don't miss out on this opportunity to join our team and start making a positive impact today! Apply for this job