At arenaflex, you'll have the chance to grow your skills, advance your career, and make a meaningful impact on the lives of people worldwide. arenaflex is a pioneering force in cardiac health solutions, driven by a relentless pursuit of innovation and a commitment to putting patients first. We're a dynamic team of builders, thinkers, and problem solvers who are shaping a future where everyone, everywhere can access the best possible cardiac health solutions.
**About This Role:**
We're seeking an experienced Customer Care Advocate to join our part-time team. As a key member of our customer care team, you'll play a vital role in delivering exceptional customer experiences, troubleshooting complex issues, and providing timely support to our patients and customers. If you're a curious, innovative problem solver with a passion for delivering outstanding customer care, we want to hear from you.
**Responsibilities and Duties:**
• Provide superior customer care by troubleshooting customer/patient issues related to product, services, and patient enrollment.
• Respond to inquiries, complete various daily tasks, and provide verbal and written information to external and internal customers and accounts.
• Maintain a positive attitude and working relationship with all customers, patients, and arenaflex associates.
• Ensure CRM compliance and process documentation.
• Manage tickets and emails in a timely fashion.
• Participate in inbound and outbound call work as assigned.
• Demonstrate adaptability and flexibility in a fast-paced, dynamic environment.
• Collaborate with cross-functional teams to resolve complex issues and improve customer experiences.
**General Experience:**
• Provide clear, proactive verbal and written communication to internal and external requests.
• Drive a patient and client-driven environment, prioritizing customer satisfaction and loyalty.
• Understand sensitive information, HIPAA, and privacy requirements, including the security of the home office environment.
• Display attention to detail for all activities and documentation tasks.
**Qualifications:**
• Experience in a fast-paced patient or healthcare provider-focused environment is preferred.
• Minimum of 2+ years of customer service experience in a high-volume environment (60+ activities per day).
• Preferred experience in healthcare/medical device companies, non-insurance based.
• Proficient with Microsoft Office, especially Outlook, Word, Excel, and PowerPoint.
• Experience with Customer Relationship Management software, such as Salesforce.com.
• Demonstrated ability to understand and meet individual-level metrics assigned.
• Must be flexible, able to adapt quickly and positively to change, and manage a fast-paced growth company environment.
• Strong evidence of great customer service via phone, email, fax, or web modalities.
• Demonstrated commitment to helping people and resolving issues, including those that require independent thinking and sound judgment skills not covered specifically in manuals or procedures.
• Strong commitment to quality and patient satisfaction.
• Demonstrated patience and professionalism in stressful situations. Experience in a multitasking role is preferred.
• Candidates must possess strong verbal and written English communication skills. Strong skillset in keyboarding, typing (40 WPM), and understanding website/program navigation.
**Work Environment and Company Culture:**
• arenaflex is a remote-friendly company, with a flexible work environment that allows you to work from the comfort of your own home.
• We prioritize work-life balance, offering a part-time schedule with 20 hours per week.
• Our team is passionate about delivering exceptional customer experiences, and we're committed to creating a positive, inclusive work environment.
• arenaflex is an Equal Opportunity Employer, welcoming and celebrating people of all backgrounds, experiences, skills, and perspectives.
**Compensation and Benefits:**
• Estimated pay range: $20.19 - $25.00 per hour.
• arenaflex provides a comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off.
• We offer opportunities for professional growth and development, including training, mentorship, and career advancement.
**Additional Requirements:**
• High-speed internet (over 50 MBPS for upload capacity and 150 MBPS for download capabilities) and a secure environment for all related activities.
• Desk space for a laptop and two monitors to be set up.
• Ability to work in a home office environment, with occasional in-office attendance for training, meetings, and development opportunities.
**Key Metric Expectations:**
• Attendance: A key factor in the success of this role, with a focus on maintaining a high level of attendance and punctuality.
• Quality Scores: All activities are subject to a quality review, with a focus on meeting or exceeding minimum acceptable quality scores.
• Unavailable Time: Adherence to schedule and time available for calls and activities, with a focus on minimizing unavailable time.
• HIPAA and Privacy Escalations: Tracked and monitored to ensure regulatory compliance expectations are met.
• Other metrics: Average call wrap time, productivity, average call handle time, and general service level expectations, subject to change based on business needs.
**How to Apply:**
If you're a motivated, customer-focused individual with a passion for delivering exceptional experiences, we encourage you to apply for this part-time opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you!
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