**Experienced Customer Service Representative II – Member Engagement and Retention**

At arenaflex, we're building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care. As the nation's leading health solutions company, we reach millions of Americans through our local presence, digital channels, and more than 300,000 purpose-driven colleagues – caring for people where, when, and how they choose in a way that is uniquely more connected, more convenient, and more compassionate. And we do it all with heart, each and every day. **Position Summary** Overview: This position is for non-licensed individuals who will be responsible for leading both inbound and outbound call efforts, building connections utilizing exceptional customer service skills. As an Experienced Customer Service Representative II, you will be the advocate for our members, taking ownership, acting with empathy, and helping our members resolve their situation the first time. You will provide our members with a personalized and rewarding experience, helping them to feel valued, empowered, and understood. **Job Responsibilities** • Conduct designed outbound multi-touch member retention and engagement campaigns for a designated book of business. • Be the advocate for our members by taking ownership, acting with empathy, and helping our members resolve their situation the first time. • Provide our members with a personalized and rewarding experience by helping our members to feel valued, empowered, and understood. • Leverage resources and technology to optimize the member experience. Demonstrate ability to real-time problem-solve and navigate multiple computer applications while interacting with the member over the phone or while on video conference. • Ensuring that the detailed call information is captured in Customer Relationship Management system (CRM) and appropriate dispositioning. • Meet/Exceed basic call center metrics and expectations consistently (quality, adherence, campaign outcomes, attendance, etc.) • Work effectively within a team and across the organization, to further the goals of the business. • Building skills through team meetings, 1x1 coaching, call calibrations, peer coaching’s etc. • Work in a professional, fast-paced environment that requires attention to detail, accuracy, multi-tasking, and clear concise communication. • Contacting prospective new members through outbound and inbound calls to establish a lead generation pipeline for licensed agents utilizing scripting to assess customer needs for products and services using insightful, probing questions and demonstrating superior listening skills • Other duties as assigned **Key Performance Indicators** • Meet or exceed monthly and quarterly call center metrics and expectations. • Achieve a high level of customer satisfaction and retention. • Develop and maintain a deep understanding of our products, services, and processes. • Build strong relationships with colleagues and stakeholders across the organization. • Stay up-to-date with industry trends and best practices in customer service. **Essential Qualifications** • High School diploma or G.E.D. • 2 to 3 years in a Customer Service capacity. • Strong understanding of products, services, and processes offered by arenaflex. • Self-driven goal-oriented individual with the desire to go above and beyond for a consumer while meeting business metrics. • Displays passion, integrity, commitment, and drive to deliver a positive, differentiated experience that improves our members’ lives. • Ability to engage with members-begin a conversation, anticipate what questions a member might have, share information using plain language, build rapport, and handle objectives. • Displays empathy and resilience when dealing with our members who need help. • Gains our members trust and respect by establishing and maintaining effective relationships. • Attention to detail and excellent interpersonal skills. • Discretion in handling and communicating sensitive information. • Ability to manage multiple projects at once in a fast-paced environment. • A positive attitude and willingness to do whatever it takes to get the job done. **Preferred Qualifications** • 4-year college degree. • Demonstrated Self-starter with positive attitude and ability to control emotions when dealing with unhappy customers (i.e.. “Customer is always right” attitude). • Adoptable to high pressure, achievement-oriented environment. • High level of computer proficiency including, but not limited to, Microsoft Office package and ability to multitask while on the phone. • Bilingual in English, Spanish a plus. **Work Environment and Culture** At arenaflex, we're committed to fostering a workplace where every colleague feels valued and that they belong. Our teams reflect the customers, patients, members, and communities we serve, and we're dedicated to creating an inclusive and supportive environment. We offer a comprehensive and competitive mix of pay and benefits, investing in the physical, emotional, and financial wellness of our colleagues and their families. **Compensation and Benefits** The typical pay range for this role is: $17.00 - $25.65 This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography, and other relevant factors. This position is eligible for a arenaflex bonus, commission, or short-term incentive program in addition to the base pay range listed above. We offer a comprehensive and competitive mix of pay and benefits, including: • Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan. • No-cost programs for all colleagues including wellness screenings, tobacco cessation, and weight management programs, confidential counseling, and financial coaching. • Benefit solutions that address the different needs and preferences of our colleagues, including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access, and many other benefits depending on eligibility. **Career Growth Opportunities and Learning Benefits** At arenaflex, we're committed to investing in the growth and development of our colleagues. We offer a range of training and development programs, including: • On-the-job training and coaching. • Leadership development programs. • Professional certifications and licenses. • Tuition assistance and education reimbursement. • Mentorship and peer coaching programs. **How to Apply** If you're a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and cover letter, to our online application system. We look forward to hearing from you! **Application Deadline** We anticipate the application window for this opening will close on: 08/28/2025 **Equal Employment Opportunity** Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws. Apply for this job