Experienced Customer Service Representative - First Call Resolution for Long-Term Care Navigation

Join arenaflex on a mission to simplify and dignify the aging experience. As a CareScout Senior Customer Service Representative - First Call Resolution, you will play a vital role in delivering exceptional customer service to our external and internal customers, supporting our mission to create a better system for care seekers and their families.

About arenaflex

arenaflex is a wholly owned subsidiary of Genworth Financial, Inc, a Fortune 500 provider of products, services, and solutions that help families address the financial challenges of aging. Our team is ferociously curious and relentless in our pursuit of a better system, deeply committed to a sense of belonging for all, in all phases of life. We're creating a new experience for care seekers and their families, bringing together long-term care options, non-healthcare resources, education, and human support into one place. We work hard, we have fun, we care about each other, and we share the mission. If this sounds like a place where you could thrive, join us!

Your Role

As a First Call Resolution (FCR) representative, you will be the primary contact for our customers and providers, delivering superior customer service through several critical functions for the business. Your key responsibilities will include:

• Providing exceptional customer service through timely, accurate, and courteous responses to the Field Team, nurses, social workers, and customers, clients, family members, caregivers, and providers
• Through fact finding, active listening, and critical thinking skills, quickly and accurately determining how best to handle the customer's call, delivering first call resolution, with low customer effort
• Action-oriented, flexible problem solver who will assist customers in resolving any and all inquiries or needs, including but not limited to:

+ Handling intake requests to completion by gathering available dates and times, accurately entering into the system, and pushing the workflow + Handling schedule and reschedule requests to completion with our Field Team network + Partnering with the Field Team to ensure documents are received, and handling confirmation calls related to scheduled appointments + Documenting all calls clearly and concisely in addition to completing all follow-up work + Handling requests for modules, generating correspondence, handling fax and non-phone work as needed + Preventing escalations by tackling issues quickly through proactive conflict resolution and preventing similar issues from recurring

• Meeting or exceeding call center metrics including but not limited to adherence, calls answered, handle time, AUX/ACW time, available time
• Meeting or exceeding other key metrics including but not limited to quality, Field Team rates, intake and scheduling productivity, and Care Advocacy referral process and transfer expectations
• Participating in testing of systems to support deployments
• Actively contributing to positive morale and teamwork, demonstrating good communication skills
• Providing coaching and training to new team members, and shadowing to other areas of the business
• Other duties or tasks as assigned by the manager that support arenaflex's business need, changes, and new initiatives

What You Bring

* Prior customer service experience in a contact center

• Proven commitment to providing incredible customer service both internally and externally
• Positive energy, optimistic outlook, and a caring, compassionate attitude, in particular with the aged population
• Demonstrated call center metric achievement, including but not limited to adherence, calls answered, handle time, AUX/ACW time, available time, and quality
• High integrity, reliable attendance, and team-oriented
• Ability to multi-task and handle delegated tasks in a timely manner; meeting deadlines
• Understanding of HIPAA/confidentiality of information
• Demonstrated experience to resolve customer issues through strategic thinking
• Adaptable to change; proactively seeing need and taking ownership
• Strong oral and written communication skills
• Excellent organizational and time management skills
• Proficient with computer applications such as MS Office, workflow management tools, email, desktop faxing, and other office procedures

Nice to Have

* BA/BS or relevant work experience

• Long-Term Care/Insurance industry knowledge, arenaflex experience

Employee Benefits & Well-Being

arenaflex employees make a difference in people's lives every day. We're committed to making a difference in our employees' lives.

• Competitive Compensation & Total Rewards Incentives
• Comprehensive Healthcare Coverage
• Multiple 401(k) Savings Plan Options
• Auto Enrollment in Employer-Directed Retirement Account Feature (100% employer-funded!)
• Generous Paid Time Off - Including 12 Paid Holidays, Volunteer Time Off, and Paid Family Leave
• Disability, Life, and Long-Term Care Insurance
• Tuition Reimbursement, Student Loan Repayment, and Training & Certification Support
• Wellness support including gym membership reimbursement and Employee Assistance Program resources (work/life support, financial & legal management)
• Caregiver and Mental Health Support Services

Work Environment & Culture

arenaflex is a remote-friendly company, and this role will be working from home. Our team is passionate about creating a positive and inclusive work environment, where everyone feels valued and supported. We believe in work-life balance and offer flexible scheduling to ensure our employees can meet their personal and professional goals.

How to Apply

If you're passionate about delivering exceptional customer service and making a difference in people's lives, we encourage you to apply for this role. Please submit your application through our website, and we'll be in touch to discuss your qualifications further. Apply Now! Apply for this job