**Join arenaflex, a leading provider of innovative insurance solutions, in fostering a culture of inclusivity, well-being, and development. As a Customer Success Specialist 2, you will play a vital role in delivering exceptional customer experiences, ensuring policyholders and medical providers receive timely and accurate support for their life, preneed, and health insurance needs.**
**About arenaflex**
arenaflex has been a trusted name in the insurance industry since 1929, dedicated to helping customers protect their health and financial well-being. Our team of smart, caring, and hard-working individuals is passionate about collaboration, innovation, and making a positive impact. We believe in fostering an internal culture that promotes inclusivity, well-being, and development, empowering each team member to succeed.
**Job Summary**
We are seeking an experienced Customer Success Specialist 2 to join our remote team in Des Moines, IA. As a key member of our customer success team, you will be responsible for providing exceptional customer service, resolving moderately complex concerns, and ensuring policyholders and medical providers receive timely and accurate support. If you are a customer-focused individual with a passion for delivering outstanding service, we encourage you to apply.
**Key Responsibilities**
* Receive and respond to phone calls, workflows, and chats from policyholders, medical providers, and sales agents regarding life, preneed, and health insurance policies, including claims, benefits, and premiums.
* Process basic to moderately complex changes, such as premium refunds, deductible changes, co-insurance changes, network changes, and other related items.
* Document all aspects of customer claims to ensure files have all necessary information to fulfill policyholder and/or provider requests.
* Occasionally research systems, websites, and work with internal departments to accurately follow-up with and resolve basic to moderately complex policyholder and provider complaints and concerns.
* Escalate issues to more experienced peers as needed and assist peers through chat lines as required.
* Plan, coordinate, and execute basic to moderately complex projects to support the business.
* Train, mentor, support, and develop less experienced customer success representatives by providing advice, coaching, and educational opportunities.
**Essential Qualifications**
* High school diploma or GED equivalence.
* 1+ year customer service or related experience.
* Insurance industry experience, a plus.
* Working knowledge of the principles, processes, and practices related to customer success.
* Ability to meet and maintain metrics of a Customer Success Specialist 2, including First Call Resolution, efficiency, quality, productivity, core competencies, etc.
* Average accuracy on judgment for policies, requests, and documentations with a working attention to detail.
* Strong verbal and written communication skills with the ability to respond effectively to both internal and external customers.
* Active listening skills with the ability to understand concerns and ask relevant questions.
* Ability to maintain policyholders', medical providers', and sales agents' privacy by following state and federal regulations.
* General knowledge of MS Office (Excel, Word, Outlook).
**Preferred Qualifications**
* Bachelor's degree in a related field.
* 2+ years customer service or related experience.
* Advanced knowledge of the principles, processes, and practices related to customer success.
* Experience with CRM software and other customer service tools.
* Certification in customer service or a related field.
**Skills and Competencies**
* Excellent communication and interpersonal skills.
* Strong problem-solving and analytical skills.
* Ability to work in a fast-paced environment and prioritize tasks effectively.
* Strong attention to detail and organizational skills.
* Ability to maintain confidentiality and handle sensitive information.
* Strong teamwork and collaboration skills.
* Ability to adapt to changing priorities and deadlines.
**Career Growth Opportunities and Learning Benefits**
At arenaflex, we believe in investing in our team members' growth and development. As a Customer Success Specialist 2, you will have access to:
* LinkedIn Learning Premium access.
* CliftonStrengths assessment and coaching.
* On-site and virtual workshops and cohorts featuring world-class content from FranklinCovey, Crucial Learning, Gallup, and more.
* Free world-class insurance acumen courses through AHIP and LOMA.
* Reimbursement and bonus opportunities for professional designations and certifications, including a tuition reimbursement program.
* Opportunities to take part in arenaflex's mentorship programs.
**Work Environment and Company Culture**
arenaflex is committed to fostering an internal culture of inclusivity, well-being, and development. Our team is passionate about collaboration, innovation, and making a positive impact. We believe in:
* Being dedicated: Show unwavering commitment by proactively taking initiative, setting clear goals, and managing time effectively.
* Being trustworthy: Take accountability for actions, navigate difficult conversations with integrity, and build strong relationships through consistent, honest behavior.
* Being determined: Demonstrate enthusiasm and a relentless drive to overcome obstacles and achieve goals.
* Being collaborative: Foster teamwork by being self-aware, actively listening, and effectively communicating across all levels.
* Being open: Embrace diversity and new ideas to create an inclusive environment.
* Being generous: Embody generosity and compassion by serving a greater purpose and helping others.
* Being better: Commit to continuous improvement and adapt effectively to change.
* Being well: Prioritize physical and mental health, manage stress, and demonstrate emotional intelligence.
**Compensation, Perks, and Benefits**
arenaflex offers a competitive compensation package, including:
* Hybrid availability.
* 401(k) with company match.
* Health insurance.
* Paid time off, holidays.
* Volunteer time off.
* Lifestyle Spending Account (LSA).
* Paternity leave.
**How to Apply**
If you are a customer-focused individual with a passion for delivering outstanding service, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, through the link below.