**Experienced Customer Service Advocate IV – Transforming Lives for arenaflex's 28 Million Members**

At arenaflex, we're on a mission to revolutionize the way we deliver exceptional customer experiences. As a Customer Service Advocate IV, you'll be at the forefront of this movement, leveraging your expertise to resolve complex issues and concerns for our members and providers. If you're passionate about making a difference and thrive in a dynamic, fast-paced environment, we invite you to join our team and be part of something extraordinary. **About arenaflex** arenaflex is a diversified, national organization with a rich history of innovation and commitment to excellence. With a presence in multiple markets and a portfolio of diverse products and services, we're dedicated to improving the lives of our 28 million members. Our culture is built on a foundation of empathy, collaboration, and continuous learning, and we're passionate about creating a workplace that's inclusive, supportive, and empowering. **Position Purpose** As a Customer Service Advocate IV, you'll be responsible for providing timely, accurate, and personalized resolutions to complex complaints and escalations from members and providers. You'll leverage a variety of communication channels, including phone, live chat, and email, to deliver exceptional customer experiences and exceed our high standards of quality and service. **Key Responsibilities** * Assess and research customer service needs, determine causes, and initiate corrective actions to other service or technical departments as needed. * Provide guidance on various complex member or provider issues to resolve customer inquiries or requests. * Provide members or providers with information and resources to further educate them on complex inquiries or concerns. * Provide customer service in a high-paced contact center environment, utilizing multiple communication channels to engage with customers. * Continuously develop in-depth knowledge and deep expertise in multiple additional markets and/or plans in multiple subject areas, responding to complex or escalated questions. * May lead the team in member or provider request resolution and collaborate inter-departmentally to resolve inquiries or concerns. * Identify, document, and resolve all customer information and communications, updating leadership on customer needs through root cause analysis, recommendation, and resolution. * Collaborate with training teams to develop training materials and/or programs to ensure quality and adherence to policies and procedures. * Record all activities for quality and metrics reporting through the Customer Relationship Management (CRM) application, including customer interactions, details of inquiries, complaints, comments, and final resolution. * Adhere to quality standards, regulations, and confidentiality through various communication channels. * Participate in special projects as needed. * Perform other duties as assigned. * Comply with all policies and standards. **Essential Qualifications** * High School diploma or GED required. * 4+ years of related experience required. * May require vocational or technical education in addition to prior work experience. * Vocation or technical education may include additional on-the-job training or continuous learning education. * College, vocation, or technical education may include additional on-the-job training or continuous learning education preferred. * Customer Service Call Center experience is highly preferred. **Preferred Qualifications** * Bachelor's degree in a related field (e.g., business, communications, customer service). * Proven track record of delivering exceptional customer experiences in a fast-paced contact center environment. * Experience with CRM applications and quality metrics reporting. * Strong analytical and problem-solving skills, with the ability to identify root causes and develop effective solutions. * Excellent communication and interpersonal skills, with the ability to engage with customers and colleagues at all levels. * Ability to work in a team environment and collaborate with cross-functional teams to achieve shared goals. **Skills and Competencies** * Strong customer service skills, with a focus on empathy, active listening, and problem-solving. * Excellent communication and interpersonal skills, with the ability to engage with customers and colleagues at all levels. * Ability to work in a fast-paced contact center environment, utilizing multiple communication channels to engage with customers. * Strong analytical and problem-solving skills, with the ability to identify root causes and develop effective solutions. * Ability to work independently and as part of a team, with a focus on collaboration and continuous learning. * Strong technical skills, with proficiency in CRM applications and quality metrics reporting. **Career Growth Opportunities and Learning Benefits** At arenaflex, we're committed to helping our employees grow and develop their careers. As a Customer Service Advocate IV, you'll have access to a range of training and development opportunities, including: * Ongoing training and coaching to develop your skills and expertise. * Opportunities for career advancement and professional growth. * Access to arenaflex's 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** arenaflex is committed to creating a workplace that's inclusive, supportive, and empowering. Our culture is built on a foundation of empathy, collaboration, and continuous learning, and we're passionate about creating a work environment that's engaging, challenging, and rewarding. * Flexible work arrangements, including remote, hybrid, field, or office work schedules. * Collaborative and supportive team environment, with a focus on teamwork and continuous learning. * Opportunities for professional growth and development, with a focus on career advancement and leadership development. * 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. **Compensation, Perks, and Benefits** arenaflex offers a comprehensive benefits package, including: * Competitive pay, with a pay range of $22.07 - $37.25 per hour. * Comprehensive health insurance, including medical, dental, and vision coverage. * 401K and stock purchase plans, with a company match. * Tuition reimbursement, to help you pursue your educational goals. * Paid time off plus holidays, to ensure you have a healthy work-life balance. * Flexible approach to work, with remote, hybrid, field, or office work schedules. **Equal Opportunity Employer** arenaflex is an equal opportunity employer that is committed to diversity and values the ways in which we are different. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other characteristic protected by applicable law. **How to Apply** If you're passionate about delivering exceptional customer experiences and making a difference in the lives of our members, we invite you to apply for the Customer Service Advocate IV role at arenaflex. Please submit your application through our website, including your resume, cover letter, and any other relevant materials. We look forward to hearing from you! Apply for this job