Experienced Customer Service Advocate II – Delivering Exceptional Support to arenaflex Members

At arenaflex, we're committed to revolutionizing the way we serve our 28 million members. As a Customer Service Advocate II, you'll be at the forefront of this mission, providing timely, accurate, and personalized support to our members and partners. Join our dynamic team and discover a fresh perspective on workplace flexibility, competitive benefits, and a culture that values diversity and inclusion.

Position Purpose:

As a Customer Service Advocate II, you'll be the advocate that focuses on resolving routine inquiries, issues, or concerns for members and/or providers. You'll leverage various communication channels to provide members and/or providers with timely, accurate, and personalized support on routine complaints and escalations. Your expertise will be essential in mitigating and preventing complaints from being escalated, ensuring that our members receive high-quality service.

Key Responsibilities:

* Assess and research routine member and/or provider inquiries, requests, and/or concerns to determine causes and initiate corrective actions to other service or technical departments as needed

• Mitigate and prevent complaints from being escalated to resolve in initial contact
• Serve as the front-line resolution advocate on various member and/or provider inquiries, requests, or concerns
• Provide support on various member or provider issues to ensure customers receive high-quality service
• Maintain performance and quality standards based on established contact center metrics
• Provide customer service in a high-paced contact center environment over the phone, via live chats, and emails
• 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
• Provide expertise in resolving multiple inquiries, requests, and/or concerns across all areas of responsibilities
• Perform other duties as assigned
• Comply with all policies and standards

Essential Qualifications:

* High School diploma or GED

• 1-2 years of related experience
• 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
• Experience interacting with members and/or providers in a contact center environment preferred

Preferred Qualifications:

* Strong communication and interpersonal skills

• Ability to work in a fast-paced contact center environment
• Proficiency in CRM applications and other software tools
• Experience with quality standards, regulations, and policies
• Strong problem-solving and analytical skills
• Ability to work independently and as part of a team

Skills and Competencies:

* Excellent communication and interpersonal skills

• Strong problem-solving and analytical skills
• Ability to work in a fast-paced contact center environment
• Proficiency in CRM applications and other software tools
• Experience with quality standards, regulations, and policies
• Strong attention to detail and organizational skills
• Ability to work independently and as part of a team

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 II, you'll have access to:

• Ongoing training and development opportunities
• Mentorship programs to support your growth and development
• Opportunities for advancement and career progression
• A culture that values diversity, inclusion, and employee feedback

Work Environment and Company Culture:

arenaflex is a dynamic and inclusive organization that values diversity and inclusion. Our work environment is fast-paced and collaborative, with a focus on delivering exceptional support to our members and partners. We offer a flexible approach to work, with remote, hybrid, field, or office work schedules available.

Compensation, Perks, and Benefits:

arenaflex offers a comprehensive benefits package, including:

• Competitive pay, with a pay range of $17.17 - $26.97 per hour
• Health insurance
• 401K and stock purchase plans
• Tuition reimbursement
• Paid time off plus holidays
• A flexible approach to work with remote, hybrid, field, or office work schedules
• Total compensation may also include additional forms of incentives

Equal Opportunity Employer:

arenaflex is an equal opportunity employer that is committed to diversity and inclusion. We value the ways in which we are different and believe that a diverse and inclusive workplace is essential to our success. 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.

Qualified Applicants with Arrest or Conviction Records:

arenaflex is committed to providing equal employment opportunities to qualified applicants with arrest or conviction records. We will consider applicants in accordance with the LA County Ordinance and the California Fair Chance Act.

How to Apply:

If you're passionate about delivering exceptional support to our members and partners, we encourage you to apply for this exciting opportunity. Please visit our website to learn more about our application process and to submit your application. Apply Now! Apply for this job