Experienced Customer Service Representative Lead – Remote Customer Support
At arenaflex, we're on a mission to revolutionize the way we deliver exceptional customer experiences. As a Customer Service Representative Lead, you'll play a pivotal role in shaping the future of customer support, working remotely with a talented team of professionals who share your passion for delivering outstanding service.
About arenaflex
arenaflex is a leading innovator in the healthcare industry, dedicated to improving health outcomes for communities worldwide. Our commitment to diversity, equity, and inclusion drives everything we do, from our customer-centric approach to our collaborative work environment. As a Customer Service Representative Lead, you'll be part of a dynamic team that values creativity, empathy, and problem-solving.
Responsibilities
As a Customer Service Representative Lead, you'll be responsible for:
- Serving as a resource or Subject Matter Expert (SME) for other team members or internal customers, providing guidance and support to ensure seamless customer experiences.
- Handling escalated calls, resolving complex customer issues in a one-and-done manner, and ensuring customer satisfaction through effective communication and problem-solving.
- Answering incoming phone calls from customers, identifying their needs, and documenting required information in computer systems.
- Asking appropriate questions and listening actively to identify specific questions or issues, while providing education and status on previously submitted pre-authorizations or pre-determination requests.
- Intervening with care providers on behalf of the customer to assist with appointment scheduling or connections with internal specialists.
- Assisting customers in navigating arenaflex websites and encouraging them to become self-sufficient.
- Owning problems through to resolution on behalf of the customer in real-time or through comprehensive and timely follow-up.
- Researching complex issues across multiple databases and working with support resources to resolve customer issues.
- Meeting performance goals established for the position in the areas of efficiency, call quality, provider satisfaction, first call resolution, and attendance.
Requirements
To succeed as a Customer Service Representative Lead, you'll need:
- A High School Diploma or equivalent.
- Be at least 18 years old.
- First Call Resolution experience.
- At least 9 months of previous call center experience.
- 2+ years of customer service experience analyzing and solving customer problems or 2+ years of experience in an office setting environment using the telephone and computer as primary instruments to perform job duties.
- Familiarity with computer and Windows PC applications, including the ability to navigate and learn new and complex computer system applications.
- Ability to work full-time, Monday through Friday, with flexibility to work an 8-hour shift during the hours of 6:00 am - 6:00 pm MST.
Nice-to-Haves
* 1+ years of Customer Service Representative (CSR) experience or 1+ years of experience in an office setting, call center setting, or phone support role.
Benefits
As a valued member of the arenaflex team, you'll enjoy:
- Comprehensive benefits package.
- Incentive and recognition programs.
- Equity stock purchase.
- 401k contribution.
Why Join arenaflex?
At arenaflex, we're committed to creating a work environment that's supportive, inclusive, and empowering. As a Customer Service Representative Lead, you'll have the opportunity to:
- Work remotely with a talented team of professionals.
- Develop your skills and expertise through ongoing training and development programs.
- Contribute to a mission that's making a real difference in people's lives.
- Enjoy a competitive salary and comprehensive benefits package.
- Be part of a dynamic and innovative organization that's shaping the future of customer support.
How to Apply
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