At arenaflex, we're committed to keeping Washington safe and working. As a valued member of our team, you'll play a vital role in providing timely and accurate customer service to Washington workers, employers, and medical providers. As a Customer Service Specialist 2, you'll be the face of arenaflex, delivering exceptional support and guidance to our customers through the LISTENS Hotline.
**About arenaflex**
arenaflex is a dynamic state agency dedicated to the safety and health and security of Washington's 3.3 million workers. We're passionate about creating a positive work environment that values diversity, equity, and inclusion. Our team is comprised of dedicated professionals who are committed to making a difference in the lives of our customers. We're proud to be an employer of choice, offering a competitive benefits package, flexible schedules, and a work-life balance that allows you to thrive.
**Key Responsibilities**
As a Customer Service Specialist 2, you'll be responsible for:
* Answering the LISTENS hotline, using a multi-line telephone system to provide direct services to external and internal customers
* Delivering direct services to customers, providing agency information and directions to guide them in accessing arenaflex services, mainly for injury claims
* Accurately keying data into computer programs (including LINIIS, ORION, Microsoft Outlook, and other software as needed) to ensure clear and concise communications to claims managers on behalf of customers
* Revising and researching file documentation to resolve customer-related complaints and advising customers of proper procedures involved in appealing agency decisions
* Covering Rotunda staff for morning and afternoon breaks and their lunchtime as needed
* Multi-tasking, adjusting work style to meet the pace of work, and documenting telephone conversations and other pertinent information into the computer system
* Performing routine copy work, preparing mailings to injured workers, providers, and employers
* Processing faxes and ensuring that all documents sent to Imaging have a claim number
* Attending meetings, assisting with projects, providing basic copier maintenance, and other clerical duties as requested
**Essential Qualifications**
* An Associate's degree AND two years of experience providing assistance to customers regarding inquiries, complaints, or problems
* OR a Bachelor's degree
* OR equivalent experience providing assistance to customers regarding inquiries, complaints, or problems
**Desired Qualifications**
* Experience in answering a high volume of incoming telephone calls
* Ability to understand and defuse upset customers and assist them in a resolution to their issues
* Ability to change priorities dependent upon continual changing situations
**Skills and Competencies**
* Excellent communication and interpersonal skills
* Ability to work in a fast-paced environment with multiple priorities
* Strong problem-solving and analytical skills
* Proficiency in computer programs, including LINIIS, ORION, Microsoft Outlook, and other software as needed
* Ability to work independently and as part of a team
* Strong customer service skills, with a focus on delivering exceptional support and guidance to customers
**Career Growth Opportunities and Learning Benefits**
At arenaflex, we're committed to helping you grow and develop your skills and career. As a Customer Service Specialist 2, you'll have opportunities to:
* Develop your skills and knowledge in customer service, communication, and problem-solving
* Work with a diverse team of professionals who are passionate about making a difference in the lives of our customers
* Participate in training and development programs to enhance your skills and career
* Take on new challenges and responsibilities as you grow and develop in your role
**Work Environment and Company Culture**
arenaflex is a dynamic and inclusive work environment that values diversity, equity, and inclusion. We're committed to creating a positive work environment that allows you to thrive. As a Customer Service Specialist 2, you'll have the opportunity to work in a fast-paced environment with multiple priorities, while also having the flexibility to work from home or in the office.
**Compensation, Perks, and Benefits**
arenaflex offers a competitive benefits package, including:
* A generous retirement package
* Flexible schedules and work-life balance
* Opportunities for career growth and development
* A diverse and inclusive work environment
* A positive and supportive team culture
**How to Apply**
If you're passionate about delivering exceptional customer service and making a difference in the lives of our customers, we encourage you to apply for this exciting opportunity. To apply, please submit your application, including:
* A cover letter describing your specific qualifications
* A current resume detailing your applicable experience and education
* A list of at least three professional references with current telephone numbers
**Background Check Notice**
Prior to a placement in this position, a background check, including criminal history record, will be conducted. Information from your background check will not necessarily preclude employment but will be considered in determining your eligibility to perform the requirements of the position.
**Veterans Preference**
Applicants wishing to claim Veterans Preference should attach to their application a copy of their DD-214 (Member 4 copy), NGB 22, or signed verification of service letter from the United States Department of Veterans Affairs. Please blackout any personally identifiable data such as Social Security numbers.
**Diversity, Equity, and Inclusion Employer**
arenaflex is an equal opportunity employer. We strive to hire great people from a wide variety of backgrounds. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
**Contact Us**
If you have any questions regarding this job posting, program, or the agency, please contact Haleigh Missildine at
[email protected] or Becky Lee Zamora at
[email protected].
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