Experienced Full Stack Customer Service Representative – Insurance and Healthcare Support

At arenaflex, we're on a mission to revolutionize the way we deliver exceptional customer experiences in the insurance and healthcare sectors. As a key member of our Digital Modernization Sector, you'll play a vital role in providing top-notch support to our clients, agents, and web brokers. If you're passionate about delivering world-class service, have a knack for problem-solving, and thrive in a fast-paced environment, we want to hear from you!

Job Summary:

We're seeking an experienced Full Stack Customer Service Representative to join our team. As a Computer Operator/Tier 1 Customer Service Representative, you'll be responsible for providing Tier 1 service desk support to our clients, agents, and web brokers. You'll be the first point of contact for our customers, and your exceptional communication skills, technical expertise, and problem-solving abilities will make all the difference in delivering an outstanding customer experience.

Key Responsibilities:

* Provide Tier 1 service desk support for insurance issuers, agents, and web brokers, as well as CMS/CCIIO application users, Health Insurance Exchanges, and state agencies via phone, email, or our dedicated hotline (1-855-CMS-1515).

• Offer account access support, such as password resets and unlocking accounts for various marketplace applications, including COTS products like TIBCO MFT.
• Log user inquiries in Service Now and assign to the right groups internally before assigning to Tier 2 support.
• Triage inquiries by marketplace functions and assign to the right marketplace systems/CCIIO business groups as applicable, leveraging training provided by our expert instructors.
• Provide general policy information supplied by business owners and Tier 2 systems, as well as process guidance to requesters seeking help or guidance.
• Respond effectively and accurately to IT inquiries and escalations for The Centers for Medicaid and Medicare Services Marketplace Service Desk.
• Utilize a Knowledge Base to locate scripted answers and thoroughly document information into the database.
• Escalate requests to appropriate IT departments throughout the CMS Marketplace Service Desk organization to prevent work stoppage due to technology challenges.
• Provide guidance to customers on next steps, summarize contacts, and document responses and referrals.

Essential Qualifications:

* GED or higher

• Less than 1+ year of customer service experience using multiple systems to identify solutions for customers and the ability to manage multiple systems, tabs, and issues at one time
• Experience with follow-up and closure for customers, thorough documentation of contacts, and excellent customer service skills
• Excellent verbal and written communication skills, strong focus, dedication to research, and resolve issues
• Excellent knowledge of computers and Microsoft systems, 40 wpm typing
• Receptive to training for business acumen adoption, service desk operational processes, and information dissemination that aligns with a Tier 1 service desk function
• Strong communication and multi-tasking skills
• Strong verbal customer service skills
• Availability to work nights, holidays, and weekends
• Must have lived in the United States at least three (3) out of the last five (5) years prior to being considered
• Must be able to obtain and maintain a public trust clearance

Desired Skills:

* CxOne and ServiceNow knowledge a plus

• High-volume IT Support experience

What We Offer:

* Competitive hourly rate of $17.86

• Opportunities for career growth and professional development
• Collaborative and dynamic work environment
• Recognition and rewards for outstanding performance
• Comprehensive benefits package, including medical, dental, and vision insurance
• Generous paid time off and holidays
• Access to cutting-edge technology and tools
• Flexible work arrangements, including remote work options

Why Join arenaflex?

At arenaflex, we're not just looking for someone who fits the mold – we're looking for someone who melts it down and builds something better. We're a team of innovators, thinkers, and doers who are passionate about delivering exceptional customer experiences. If you're already scheming step 20 while everyone else is still debating step 2, you'll fit right in. We're a place where creativity, collaboration, and innovation thrive, and we're excited to have you join our team!

How to Apply:

If you're ready to take your customer service skills to the next level and join a dynamic team of professionals who are passionate about delivering exceptional experiences, apply now! Visit our website to learn more about this opportunity and submit your application. We can't wait to hear from you!

Equal Employment Opportunity:

arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and respectful work environment that values diversity, equity, and inclusion. Apply for this job