Experienced Customer Service Advocate III – Complex Inquiries Resolution and Process Improvement

About arenaflex

Welcome to arenaflex, a leading provider of innovative solutions and services in the industry. For over seven decades, we've been a trusted partner to our customers, delivering exceptional service and support that sets us apart from the rest. Our commitment to excellence, community involvement, and employee development has earned us a reputation as a top employer in the region. As a Customer Service Advocate III at arenaflex, you'll be part of a dynamic team that's dedicated to resolving complex customer inquiries and driving process improvements that benefit our customers and employees alike.

Job Summary

We're seeking an experienced Customer Service Advocate III to join our team in Columbia, SC. As a key member of our customer service department, you'll be responsible for providing prompt, accurate, and courteous responses to complex customer inquiries. You'll work closely with our customers, colleagues, and management to resolve issues, implement process improvements, and maintain high standards of quality and productivity.

Responsibilities

As a Customer Service Advocate III, your key responsibilities will include:

• Responding to complex customer inquiries via telephone, written, web, or walk-in channels
• Handling situations that require adaptation of response or extensive research
• Maintaining all departmental productivity, quality, and timeliness standards
• Initiating corrective actions, process adjustments, or performing research to resolve inquiries
• Evaluating inquiries to identify underlying causes and implementing actions to prevent future issues
• Coordinating with other departments to resolve problems
• Providing feedback to management regarding customer issues
• Maintaining accurate records concerning issues
• Following through on complaints until resolved or reporting to management as needed
• Maintaining knowledge of procedures and policies
• Assisting with process improvements by recommending improvements in procedures and policies
• Assisting with the training of new employees and cross-training of coworkers

Qualifications

To be successful in this role, you'll need:

• High School Diploma or equivalent
• Two years of customer service experience or claims processing experience or a Bachelor's Degree in lieu of work experience
• Strong oral and written communication skills
• Proficient in spelling, punctuation, and grammar
• Strong organizational, analytical, and customer service skills
• Ability to handle high-stress situations
• Basic business math proficiency
• Ability to handle confidential or sensitive information with discretion
• Ability to learn and operate multiple computer systems effectively and efficiently
• Microsoft Office proficiency

Preferred Qualifications

While not required, we prefer candidates with:

• Two years of customer service or claims processing experience
• Associate Degree in any major
• Ability to persuade, negotiate, or influence
• Knowledge of database software

What We Offer

As a valued member of our team, you'll enjoy a range of benefits and perks, including:

• 401(k) retirement savings plan with company match
• Subsidized health plans and free vision coverage
• Life insurance
• Paid annual leave – the longer you work here, the more you earn
• Nine paid holidays
• On-site cafeterias and fitness centers in major locations
• Wellness programs and healthy lifestyle premium discount
• Tuition assistance
• Service recognition
• Incentive Plan
• Merit Plan
• Continuing education funds for additional certifications and certification renewal

Career Growth Opportunities

At arenaflex, we're committed to helping our employees grow and develop their careers. As a Customer Service Advocate III, you'll have opportunities to:

• Develop your skills and knowledge through training and professional development programs
• Take on new challenges and responsibilities as you grow in your role
• Collaborate with colleagues across departments to drive process improvements and innovation
• Contribute to our company's mission and values through volunteer opportunities and community involvement

Work Environment and Company Culture

Our office is located in Columbia, SC, and we offer a dynamic and supportive work environment that's perfect for those who thrive in a fast-paced, customer-focused setting. As a member of our team, you'll enjoy:

• A collaborative and inclusive work culture that values diversity and employee feedback
• Flexible work arrangements and a healthy work-life balance
• Opportunities to participate in company-sponsored events and activities
• Access to state-of-the-art technology and tools to support your work

How to Apply

If you're a motivated and customer-focused individual who's passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter through our online application system. We can't wait to hear from you! Apply Job! Apply for this job