Associate Customer Service Representative – Remote Member Support & Advocacy Role (Start March 2024)

Welcome to arenaflex – Transforming Health Care Access Across North Dakota

At arenaflex, we’re more than just an insurance provider. We are a catalyst for change, dedicated to simplifying the health‑care landscape for hundreds of thousands of North Dakotans. Our mission is to deliver personalized service, empower members, and partner with health‑care entities to lower costs and reduce complexity. If you’re passionate about making a tangible difference in people’s lives while thriving in a dynamic, remote work environment, you’ve found your next career destination.

Why This Role Matters

The Associate Customer Service Representative is the frontline ambassador of arenaflex’s values. You will be the trusted voice that guides members, providers, and customers through their insurance journey—answering questions, solving problems, and ensuring every interaction reflects our commitment to care, innovation, and community well‑being.

Work Environment & Remote Flexibility

This position is fully remote for qualified states (excluding Alabama, Alaska, California, Colorado, Delaware, District of Columbia, Illinois, Kentucky, New Jersey, New York, Oregon, Pennsylvania, Puerto Rico, Vermont, Washington, and Wyoming). arenaflex empowers you to design a work style that fits your life, whether you’re a night‑owl, a morning person, or somewhere in between. Our “Life at arenaflex” philosophy promotes:

• Flexible scheduling—Monday through Friday, 8:30 am – 5:00 pm Central Time.
• A supportive virtual team of trainers, mentors, and leaders who guide you through a phased onboarding program.
• Access to state‑of‑the‑art equipment, including a laptop, monitors, and a phone, shipped directly to your home office.
• Dedicated IT support to keep your home‑office technology running smoothly.

Compensation, Bonuses, and Benefits

Base Pay: $16.00 – $19.00 per hour, with offers calibrated to experience, qualifications, and internal equity.

New‑Hire Bonus: $2,000 total, paid in two installments of $1,000 after six months and twelve months of continuous employment (subject to remaining in the role).

Performance Incentives: Ongoing salary growth opportunities through performance‑based incentive programs.

Benefits Package (effective April 1st)

• Comprehensive health, dental, vision, and life insurance.
• 401(k) retirement plan with employer matching.
• Short‑term and long‑term disability coverage.
• Paid parental leave and generous paid time off, including flexible holidays.
• Well‑being lifestyle spending accounts, employee assistance program, and exclusive employee discounts.
• 16 hours of paid volunteer time plus a $200 charitable donation after completion of volunteer hours.
• Employee recognition programs, community initiatives, and annual company outings.

Key Responsibilities – What You’ll Do for arenaflex

As an Associate Customer Advocate, you will operate in a fast‑paced, structured call‑center environment, delivering exceptional service across multiple communication channels.

• Member & Provider Support: Respond to inbound calls, emails, and chat messages, providing accurate information about arenaflex’s products, plans, and policies.
• Issue Resolution: Research, analyze, and resolve inquiries ranging from simple account updates to more complex claim questions, ensuring timely and satisfactory outcomes.
• Documentation: Record each interaction in arenaflex’s CRM system with clear, concise notes that facilitate future reference and compliance.
• System Navigation: Utilize multiple internal platforms to retrieve plan details, verify eligibility, and process transactions while maintaining high accuracy.
• Knowledge Maintenance: Continuously update your understanding of insurance terminology, arenaflex’s product suite, and regulatory changes.
• Escalation Management: Identify issues that exceed your scope and efficiently route them to senior staff, ensuring seamless hand‑offs.
• Customer Education: Proactively educate members and providers on how to maximize their benefits, fostering long‑term loyalty.

Essential Qualifications – What You Need to Succeed

• High School Diploma or GED (minimum).
• At least 1 year of experience in a customer‑service or contact‑center environment; office‑based experience is a strong plus.
• Reliable high‑speed internet with a hard‑wired connection and a dedicated, quiet workspace.
• Excellent verbal and written communication skills, with a professional and empathetic tone.
• Tech‑savvy: comfortable navigating multiple software applications, CRM tools, and web portals.
• Demonstrated ability to learn quickly, adapt to new processes, and handle evolving responsibilities.
• Strong organizational skills and attention to detail to ensure accurate documentation.

Preferred Qualifications – Going the Extra Mile

• Previous experience in health‑insurance, medical billing, or a related regulated industry.
• Familiarity with insurance terminology such as deductibles, copays, out‑of‑pocket maximums, and provider networks.
• Certification in customer‑service excellence (e.g., Certified Customer Service Professional).
• Experience working remotely in a self‑directed environment, demonstrating high productivity.

Core Skills & Competencies

• Active Listening: Ability to fully understand member concerns before responding.
• Problem‑Solving: Analytical mindset to diagnose issues and identify effective solutions.
• Empathy: Genuine care for members’ health and financial well‑being.
• Time Management: Efficiently handle multiple inquiries while meeting service level agreements.
• Collaboration: Work cooperatively with teammates, supervisors, and cross‑functional departments.
• Adaptability: Thrive in a dynamic environment where policies and procedures evolve.

Career Growth & Learning Opportunities

arenaflex invests in your professional development. As you master the Associate role, you’ll have pathways to advance into senior advocacy, team lead, training, or specialized roles such as:

• Senior Customer Service Representative
• Member Services Team Lead
• Quality Assurance Analyst
• Health‑Plan Product Specialist
• Remote Operations Manager

We also provide access to online learning platforms, tuition reimbursement for relevant coursework, and regular webinars on industry trends, compliance updates, and soft‑skill enhancement.

Culture & Values at arenaflex

Our culture is built on four pillars:

• Compassion: We put people first—members, providers, and teammates alike.
• Innovation: We continuously seek smarter ways to simplify health‑care.
• Integrity: We act with honesty, transparency, and accountability.
• Community: We give back through volunteer time, charitable donations, and local outreach.

Whether you’re joining a virtual coffee chat, a team‑building challenge, or a community service day, you’ll feel a sense of belonging and purpose.

Application Process & Next Steps

If you’re ready to become a trusted advocate for arenaflex’s members and grow your career in a supportive, remote‑first environment, we encourage you to apply today. Submit your resume and a brief cover letter highlighting how your experience aligns with the responsibilities and values outlined above.

For any questions about the role, please email [email protected]. arenaflex is an equal‑opportunity employer, celebrating diversity and committed to inclusion for minorities, females, protected veterans, individuals with disabilities, and members of the LGBTQ+ community.

Join arenaflex – Make an Impact from Anywhere

Take the next step toward a rewarding career where your voice matters, your growth is nurtured, and your work truly improves the health and well‑being of North Dakota residents. Click the link below to start your application journey.

Apply Job!

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