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 contribute to our mission of making a meaningful impact in the lives of our 28 million members.

About arenaflex

arenaflex is a diversified, national organization that's dedicated to providing innovative solutions and services to our members and partners. With a strong focus on customer-centricity, we're committed to delivering exceptional experiences that exceed expectations. Our team is passionate about making a difference, and we're looking for like-minded individuals who share our vision.

Job Summary

As an Outbound Customer Service Advocate II at arenaflex, you'll play a critical role in delivering education and information to our members and partners. You'll be responsible for facilitating outbound calls to provide timely, accurate, and personalized support, while also escalating calls when necessary. Your primary goal will be to ensure a successful experience for our members and partners, while also maintaining performance and quality standards.

Key Responsibilities

* Reaches out to members and/or partners for educational or informational purposes to help support solutions or concerns

• Escalates calls in the event 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
• Bilingual - Spanish preferred

Preferred Qualifications

* Experience in a customer-facing role, with a strong focus on customer service and support

• Knowledge of CRM applications and contact center metrics
• Ability to work in a fast-paced environment, with multiple priorities and deadlines
• Strong communication and interpersonal skills, with the ability to build rapport with members and partners
• Ability to work independently, with minimal supervision
• Strong problem-solving and analytical skills, with the ability to escalate calls when necessary

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 escalate calls when necessary
• Ability to work in a fast-paced environment, with multiple priorities and deadlines
• Strong customer service and support skills, with a focus on delivering exceptional experiences
• Ability to maintain performance and quality standards, based on established contact center metrics
• Strong knowledge of CRM applications and contact center metrics
• Ability to work independently, with minimal supervision

Career Growth Opportunities and Learning Benefits

At arenaflex, we're committed to investing in our employees' growth and development. As an Outbound Customer Service Advocate II, you'll have access to a range of training and development opportunities, including:

• On-the-job training and coaching
• Continuous learning education and training programs
• Opportunities for advancement and career growth
• Access to industry-leading tools and technologies
• Collaborative and supportive team environment

Work Environment and Company Culture

arenaflex is a dynamic and fast-paced organization that's committed to delivering exceptional customer experiences. Our team is passionate about making a difference, and we're looking for like-minded individuals who share our vision. As an Outbound Customer Service Advocate II, you'll be part of a collaborative and supportive team environment, with a focus on 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
• Comprehensive health insurance, including medical, dental, and vision coverage
• 401K and stock purchase plans, with a company match
• Tuition reimbursement and education assistance programs
• Paid time off, plus holidays and flexible work arrangements
• Access to industry-leading tools and technologies
• Collaborative and supportive team environment

Equal Opportunity Employer

arenaflex is an equal opportunity employer that's committed to diversity and inclusion. We value the ways in which we're different, and we're dedicated to creating a workplace that's inclusive and respectful of all individuals. We're committed to providing equal employment opportunities to all qualified applicants, 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 a motivated and customer-focused individual who's passionate about making a difference, 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 can't wait to hear from you!

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