Experienced Outbound Customer Service Advocate II – Driving Member Engagement and Support at arenaflex

At arenaflex, we're on a mission to revolutionize the way we deliver exceptional customer experiences. As a leading organization in the industry, we're committed to empowering our members and partners with the knowledge and support they need to thrive. We're now seeking an experienced Outbound Customer Service Advocate II to join our team and help us achieve our vision.

About arenaflex

arenaflex is a dynamic and forward-thinking organization that's passionate about making a meaningful difference in the lives of our members. With a strong focus on innovation, collaboration, and customer-centricity, we're constantly pushing the boundaries of what's possible in the industry. Our team is comprised of dedicated professionals who share our vision and are committed to delivering exceptional results.

Job Summary

As an Outbound Customer Service Advocate II at arenaflex, you'll play a critical role in driving member engagement and support through proactive outreach and education. You'll be responsible for delivering timely, accurate, and personalized support to our members and partners, ensuring a seamless and satisfying experience. If you're a motivated and customer-focused individual with a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity.

Key Responsibilities

* Deliver education and information to members and/or partners on behalf of the customer service team to help inform them of the latest updates or changes made to products, gather information, and ensure a successful experience.

• Facilitate the reach outs via outbound calls to provide members and partners with timely, accurate, and personalized support.
• Reaches out to members and/or partners for educational or informational purposes to help support solutions or concerns.
• Escalates calls in the event members or partners are unable to deliver solutions.
• Serves as the front-line support on various member and/or partner inquiries, requests, or concerns.
• Assists with sharing product awareness campaigns, policy changes, directory audits, monthly partner satisfaction surveys, and basic claims-related outreach with partners.
• Maintains performance and quality standards based on established contact center metrics.
• Expands 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).
• Documents information including demographics, call summaries, and communications for quality and performance tracking through the Customer Relationship Management (CRM) applications.
• Remains up-to-date and adheres to quality standards, regulation, and all other policies to ensure quality, consistency, and compliance.
• Performs other duties as assigned.
• Complies with all policies and standards.

Essential Qualifications

* High School diploma or GED required.

• 1-2 years of related experience in a contact center environment preferred.
• 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.

Preferred Qualifications

* Bilingual - Spanish preferred.

• Experience in a contact center environment with a strong focus on customer service and support.
• Strong communication and interpersonal skills, with the ability to build rapport with members and partners.
• Ability to work in a fast-paced environment with multiple priorities and deadlines.
• Strong problem-solving and analytical skills, with the ability to think critically and make sound decisions.
• Proficiency in CRM applications and other relevant software systems.

Skills and Competencies

* Excellent communication and interpersonal skills, with the ability to build rapport with members and partners.

• Strong problem-solving and analytical skills, with the ability to think critically and make sound decisions.
• Ability to work in a fast-paced environment with multiple priorities and deadlines.
• Strong customer service and support skills, with a focus on delivering timely, accurate, and personalized support.
• Ability to maintain performance and quality standards based on established contact center metrics.
• Strong knowledge of primary market and/or plan, with the ability to expand to cover additional markets and/or plans as needed.
• Ability to document information including demographics, call summaries, and communications for quality and performance tracking.

Career Growth Opportunities and Learning Benefits

At arenaflex, we're committed to helping our employees grow and develop their careers. We offer a range of training and development programs, including:

• On-the-job training and coaching
• Continuous learning education and professional development opportunities
• Mentorship programs and peer support
• Opportunities for advancement and career growth

Work Environment and Company Culture

arenaflex is a dynamic and inclusive organization that values diversity, equity, and inclusion. We're committed to creating a work environment that's supportive, collaborative, and empowering. Our team is comprised of dedicated professionals who share our vision and are passionate about delivering exceptional results.

Compensation, Perks, and Benefits

arenaflex offers a comprehensive benefits package, including:

• Competitive pay, with a salary range of $17.17 - $26.97 per hour.
• 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.
• Opportunities for advancement and career growth.
• A range of training and development programs, including on-the-job training and coaching, continuous learning education and professional development opportunities, mentorship programs and peer support.

How to Apply

If you're a motivated and customer-focused individual with a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you!

Equal Opportunity Employer

arenaflex is an equal opportunity employer that is committed to diversity, equity, and inclusion. We're proud to be an inclusive and supportive organization that values the contributions of all employees. We welcome applications from diverse candidates and are committed to creating a work environment that's supportive, collaborative, and empowering. Apply for this job