Customer Service Representative – After‑Hours (Non‑Overnight) – Remote – Virginia (arenaflex)

About arenaflex – Transforming Access to Care

At arenaflex, we are on a mission to bridge the gap between people and the health services they need, no matter where they live. As a leader in non‑emergency medical transportation and personal/home care coordination, arenaflex empowers members to reach appointments, receive essential support, and achieve better health outcomes. Our innovative approach blends technology, compassionate service, and a deep commitment to the underserved communities across the United States. If you are driven by purpose, thrive in a dynamic remote environment, and love helping others, you have found a place where your work truly matters.

Role Overview – Why This Position Matters

We are seeking enthusiastic, customer‑focused individuals to join our remote team as Customer Service Representatives (CSRs) for after‑hours shifts. This role is not an overnight position; instead, you will work flexible 4‑to‑10‑hour blocks on either a Sunday‑Wednesday or Wednesday‑Saturday schedule. As the first point of contact for members, you will answer transportation‑related inquiries, resolve concerns, and guide members through our services and insurance coverage. Your contributions directly influence members’ ability to access care, reduce barriers, and improve overall health.

Key Responsibilities

• Receive inbound calls, chats, and emails from members, providing courteous, accurate, and timely information about arenaflex’s transportation and care services.
• Document each interaction using standardized scripts and protocols to ensure consistency, compliance, and high‑quality data capture.
• Schedule, modify, or cancel transportation reservations in accordance with member needs and company policies.
• Verify member identity, insurance eligibility, and trip details, entering accurate trip data into arenaflex’s systems.
• Escalate unresolved or complex issues to the appropriate department while maintaining ownership of the case until resolution.
• Multitask across multiple screens and databases, extracting necessary information quickly and efficiently.
• Educate members on service options, coverage nuances, and best practices for a smooth transportation experience.
• Adhere to all arenaflex policies, privacy standards, and regulatory requirements, especially regarding protected health information (PHI).
• Participate in mandatory training sessions, including on‑camera participation for the first 30 days, and attend ongoing coaching to continuously improve performance.
• Demonstrate a personal commitment to high‑quality work, sound decision‑making, and problem‑solving in a fast‑paced environment.

Essential Qualifications

• High School Diploma or General Education Development (GED) equivalent.
• 0–2 years of related experience; at least 6 months of contact‑center or customer‑service experience is preferred.
• Strong organizational abilities, with excellent written and verbal communication skills.
• Ability to type at a minimum of 35 words per minute with accuracy.
• Proficiency in the arenaflex Office Suite (formerly Microsoft Office Suite) – Word, Excel, Outlook, and PowerPoint.
• Capacity to handle a high volume of calls—up to 100+ interactions per day—while maintaining professionalism and empathy.
• Demonstrated ability to talk and type simultaneously, delivering clear, concise information to members.
• Reliable high‑speed internet (minimum 25 Mbps download / 5 Mbps upload) with a hard‑wired connection and proof of speed test.
• Dedicated, private workspace separate from household activity, ensuring confidentiality of member data.
• Willingness to work overtime as business needs dictate and to operate independently under general supervision.

Preferred Qualifications & Additional Assets

• Experience with healthcare‑related call centers, especially in non‑emergency medical transportation (NEMT) or home‑care coordination.
• Familiarity with electronic health record (EHR) systems or transportation management platforms.
• Previous exposure to HIPAA regulations and best practices for handling PHI.
• Bilingual abilities (English + Spanish or other languages) to serve a diverse member base.
• Demonstrated track record of meeting or exceeding performance metrics such as average handle time, first‑call resolution, and customer satisfaction scores.

Core Skills & Competencies

• Customer Empathy: Ability to listen actively, understand member concerns, and respond with compassion.
• Problem Solving: Quick identification of root causes and implementation of effective solutions.
• Attention to Detail: Accurate data entry and meticulous documentation to maintain compliance.
• Technical Agility: Comfort navigating multiple software applications and learning new tools.
• Time Management: Efficiently balancing high call volumes with quality interactions.
• Team Collaboration: Working closely with scheduling, dispatch, and clinical teams to ensure seamless member experiences.
• Adaptability: Flexibility to adjust to shifting schedules, evolving processes, and emerging technologies.

Work Environment & Culture at arenaflex

arenaflex embraces a fully remote work model that empowers employees to thrive from the comfort of their own homes. Our culture is built on trust, inclusion, and continuous learning. We provide:

• Regular virtual team huddles, coaching sessions, and peer‑to‑peer knowledge sharing.
• A supportive leadership team that values feedback and encourages professional growth.
• Access to a robust learning portal with courses on customer service excellence, healthcare fundamentals, and technology tools.
• Recognition programs that celebrate outstanding service, innovative ideas, and teamwork.
• Inclusive policies that respect diverse backgrounds, abilities, and life experiences.

Compensation, Benefits & Perks

arenaflex offers a competitive hourly wage starting at $15.00 per hour, with opportunities for performance‑based increases. Our comprehensive benefits package includes:

• Medical, dental, and vision insurance options with employer contributions.
• Employer‑paid basic life insurance and accidental death & dismemberment coverage.
• Voluntary life insurance for employees, spouses, and dependents.
• Health Care and Dependent Care Flexible Spending Accounts (FSAs) – pre‑tax and post‑tax options.
• Commuter and parking benefits (even for remote staff, to support occasional office visits).
• 401(k) retirement savings plan with company match.
• Paid time off (PTO), paid parental leave, and holiday pay.
• Short‑term and long‑term disability coverage.
• Tuition reimbursement for approved courses and certifications.
• Employee discounts on retail, travel, dining, car rentals, and more.

Career Growth & Development Opportunities

Starting as a CSR opens pathways to a variety of career tracks within arenaflex, including:

• Senior Customer Service Specialist – handling escalated cases and mentoring new hires.
• Team Lead or Supervisor – overseeing a group of CSRs, managing performance, and driving process improvements.
• Operations Analyst – focusing on workflow optimization, data analytics, and reporting.
• Training & Development Coordinator – designing curriculum and facilitating onboarding programs.
• Product & Service Specialist – collaborating with product teams to enhance service offerings.

arenaflex invests in your growth through tuition assistance, certification sponsorships, and internal mobility programs, ensuring you can build a long‑term, rewarding career.

Application Process & Next Steps

Ready to make a meaningful impact? Follow these steps to apply:

1. Prepare a current resume highlighting relevant customer‑service or call‑center experience.
2. Complete a brief online application, ensuring you provide accurate contact information and confirm your Virginia residency.
3. Submit proof of your internet speed test (download ≥ 25 Mbps, upload ≥ 5 Mbps) and a photo of your dedicated workspace.
4. Upon receipt, our Talent Acquisition team will review your submission and contact you within 48 business hours to schedule a virtual interview.
5. Successful candidates will be invited to a 30‑day onboarding program that includes live training, on‑camera participation, and mentorship.

Equal Opportunity Employment

arenaflex is an Equal Opportunity Employer. We consider all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by law. We are committed to fostering an inclusive workplace where every employee feels valued and empowered.

Safety & Security Notice

arenaflex will never request personal identifiable information (PII) via social media, nor will we ask for money from applicants. Be vigilant against scams that impersonate recruiters. If you encounter suspicious activity, please report it to the platform where it occurred.

Join arenaflex – Make a Difference Today

If you are ready to help members navigate their healthcare journeys, enjoy a flexible remote schedule, and grow within a purpose‑driven organization, we encourage you to apply now. Your dedication will directly contribute to arenaflex’s mission of connecting people with care, wherever they are.

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