**Experienced Customer Service Representative – Well-being (Remote, $15/hour)**

At arenaflex, we're dedicated to providing exceptional customer experiences that make a lasting impact on our members' lives. As a Customer Service Representative – Well-being, you'll play a vital role in delivering top-notch support to our members, ensuring they receive the care and guidance they need to thrive. If you're passionate about delivering exceptional customer service, have a knack for problem-solving, and are eager to join a dynamic team, we want to hear from you! **About arenaflex** arenaflex is a leading provider of innovative health and wellness solutions, empowering individuals to take control of their well-being. Our team is committed to delivering exceptional customer experiences, fostering a culture of empathy, and driving positive change in the lives of our members. As a remote Customer Service Representative – Well-being, you'll be part of a collaborative and supportive team that's passionate about making a difference. **Responsibilities** As a Customer Service Representative – Well-being, your primary responsibilities will include: * Responding to telephone calls from members, health plans, and employer groups in a professional, accurate, timely, and courteous manner * Demonstrating knowledge and understanding of all arenaflex products and programs through consistent proficiency in quality, quantity, and responsiveness * Ascertaining the nature of the contact and recording information in the appropriate system * Providing accurate answers to member inquiries by following standard policies and procedures * Interacting in a positive, respectful manner and establishing and maintaining cooperative working relationships with internal and external customers * Utilizing defined criteria to determine member qualification for Health Management programs * Coordinating collection of necessary information, including member co-pays or payments when necessary * Coordinating access to Health Management coaches when clinical advice or information is necessary to support the member * Coordinating appointment scheduling for applicable Health Management programs and initiating appointments on behalf of Health Management coaches * Forwarding documentation to Research Team for follow-up if inquiry requires additional action * Analyzing information, problems, issues, situations, and procedures to develop effective solutions to ensure member satisfaction with the Health Management programs * Researching unique questions using all available resources and referring difficult issues to Supervisor for appropriate answers * Handling all issues requiring additional action within the necessary timeframes * Managing time to ensure calls are answered within required timeframes and appropriate follow-up is conducted in a timely manner * Exercising strict confidentiality in all matters relating to the member experience with arenaflex * Attending and participating in employee and other meetings to discuss issues and foster teamwork among department personnel * Placing outbound outreach calls to members who were referred to the program by Health Advocates, DM, or another identified referral source when requested **Qualifications** To be successful in this role, you'll need: * A high school diploma or equivalent * Minimum 1 year of Customer Service experience, with at least 6 months of Customer Service experience in an inbound Customer Service Call Center servicing members * Experience in healthcare is preferred * Basic experience with MS Office * Excellent communication and interpersonal skills * Ability to display excellent customer service to meet the needs and expectations of both internal and external customers * Excellent listening and interpersonal communication skills to identify critical core competencies based on success factors and organizational environment * Ability to effectively organize, prioritize, multi-task, and manage time * Demonstrated accuracy and productivity in a changing environment with constant interruptions * Demonstrated ability to analyze information, problems, issues, situations, and procedures to develop effective solutions * Ability to exercise strict confidentiality in all matters **Mobility and Physical Requirements** This role requires: * Primarily sedentary, able to sit for long periods of time * Ability to speak, see, and hear other personnel and/or objects * Ability to communicate both in verbal and written form * Ability to travel within the facility (although this is a remote position) * Capable of using a telephone and computer keyboard * Ability to lift up to 10 lbs **Environmental Conditions** This role is based in a work-from-home (WFH) environment, requiring a stable connection to your Internet Service Provider with the ability to participate in online meetings over a reliable and consistent network (minimum internet download of 50 Mbps and 10 Mbps upload speed). **Compensation and Benefits** arenaflex offers a competitive salary of $15/hour, with potential for $16/hour within the first year, plus merit. Additional bonus opportunities are available based on meeting Key Job Accountabilities (KJA) after 6, 12, and 24 months. We also offer a range of benefits, including: * Comprehensive health insurance * 401(k) matching program * Paid time off and holidays * Opportunities for professional growth and development * A dynamic and supportive work environment **Equal Employment Opportunity** arenaflex is an Equal Opportunity/Affirmative Action Employer. We are committed to creating a diverse and inclusive workplace that reflects the communities we serve. We welcome applications from qualified individuals of all backgrounds and perspectives. **How to Apply** If you're passionate about delivering exceptional customer service and are eager to join a dynamic team, we want to hear from you! Apply now and take the first step towards a rewarding new role. Apply for this job