Remote Member Wellness Customer Service Consultant – Telehealth Engagement & Inbound/Outbound Support Specialist at arenaflex

About arenaflex and the Opportunity

At arenaflex, we believe that meaningful work begins with meaningful connections. As a forward-thinking organization dedicated to transforming how people access and engage with their well-being, we partner with forward-thinking health-focused programs to help individuals take charge of their wellness journeys. Our mission is simple yet powerful: empower every member to make informed, confident, and healthier choices every single day. We achieve this by combining compassionate human support with intuitive digital tools, ensuring that every interaction—whether by phone, chat, or web portal—leaves our members feeling heard, valued, and equipped to succeed.

The Customer Service Consultant role at arenaflex is far more than a typical call center position. It is an opportunity to become a trusted guide for individuals navigating their wellness options, helping them unlock resources, schedule appointments with care professionals, and stay motivated toward their personal health goals. We are seeking energetic, empathetic, and detail-oriented professionals who thrive in a fast-paced, member-first environment and who genuinely want to make a difference in people’s lives—one conversation at a time.

Position Summary

As a Remote Member Wellness Customer Service Consultant at arenaflex, you will serve as the first point of contact for members seeking guidance, education, and support related to their wellness programs. You will play a critical role in helping members understand available resources, schedule consultations with nurses and coaches, navigate digital portals, track their progress toward incentives, and ultimately feel empowered to take control of their health. Your day will be dynamic, blending inbound and outbound calls, live chat support, and proactive outreach designed to inspire healthy behavior change.

Core Responsibilities

• Member Education and Engagement: Proactively reach out to identified members to educate them about wellness programs, explain eligibility criteria, and highlight the benefits of participation. Tailor conversations to individual member needs, ensuring clarity, warmth, and a solution-oriented approach.
• Appointment Scheduling: Coordinate and schedule one-on-one appointments with registered nurses, certified health coaches, and group coaching sessions. Ensure members receive timely confirmations and reminders, minimizing no-shows and maximizing program engagement.
• Incentive Program Support: Clearly explain company-sponsored wellness incentive structures to members, review their individual progress, and provide actionable guidance on how to meet established milestones. Celebrate successes and offer gentle encouragement to those still working toward their goals.
• Portal and Mobile App Assistance: Walk members through digital platform functionality, including password resets, account registration, navigation tips, health assessment completion, and mobile app features. Promote the convenience of self-service tools while remaining available for hands-on support when needed.
• Exceptional Member Experience: Deliver every interaction with empathy, professionalism, and genuine care. Consistently reflect arenaflex’s core values in tone, language, and problem-solving approach.
• Inbound and Outbound Communication: Manage high-volume inbound calls, place strategic outbound calls to engage prospective and existing members, and respond to live chat inquiries as needed. Maintain an average daily contact volume of 85–100 interactions while preserving quality.
• Documentation and Follow-Up: Accurately document all member interactions in the CRM system, capture relevant notes, escalate complex issues appropriately, and ensure timely follow-through on outstanding commitments.

Training and Schedule Details

To set every new team member up for success, arenaflex provides a comprehensive paid training program lasting approximately six weeks. Training takes place Monday through Friday from 8:00 AM EST to 4:30 PM EST. Upon successful completion of training, you will transition to a flexible post-training schedule that falls anywhere within the operational window of 10:30 AM EST to 9:00 PM EST, depending on business needs.

Required Qualifications

• Reliable Internet Connection: A personal high-speed broadband connection with minimum speeds of 100 Mbps download and 25 Mbps upload is required. Proof of speed must be provided prior to the start date. An ethernet connection is mandatory; Wi-Fi is not permitted for this role. Internet expenses are the responsibility of the consultant unless mandated otherwise by state law.
• Call Center Experience: A minimum of two years of experience working in a customer service call center environment, with demonstrated proficiency in handling both inbound and outbound queues.
• Sales or Program Promotion Experience: Prior experience promoting programs or conducting telephonic sales is strongly preferred but not required.
• Daily Contact Volume: Proven ability to consistently manage an average of 85 to 100 contacts per day while maintaining high-quality interactions.
• Keyboarding Proficiency: Ability to type at least 45 words per minute with 95% accuracy. Candidates must be willing to complete an online typing assessment.
• Microsoft 365 Fluency: Solid working knowledge of Microsoft 365 applications including Outlook, Teams, and OneDrive.
• Workforce Management Tools: Familiarity with workforce management platforms is preferred but not required.
• Telephony Software: Experience with Avaya One X or a comparable enterprise telephony system is preferred.

Preferred Qualifications

• Previous experience working in an environment with contractual customer expectations and defined performance guarantees.
• Outstanding verbal and written communication skills, with the ability to adapt tone and messaging based on member needs.
• Demonstrated success supporting complex and nuanced work, including the ability to discern key points and resolve problems efficiently.
• Strong multitasking abilities and the capacity to manage multiple assignments accurately and competently under pressure.
• A high degree of adaptability and willingness to follow direction in an evolving, fast-paced environment.
• Foundational computer knowledge, including navigation across multiple windows, basic troubleshooting, and standard functions such as copy and paste.
• Self-motivated learner with demonstrated ability to succeed in a remote, online, and telework setting.

Education Requirements

A High School Diploma or GED equivalent is required. Additional coursework or certifications in health, wellness, communications, or customer service are a plus but not mandatory.

Skills and Competencies for Success

• Empathy and Emotional Intelligence: Genuine ability to connect with members from diverse backgrounds, listen actively, and respond with care.
• Problem-Solving Mindset: Resourceful approach to identifying member needs and providing tailored solutions quickly and accurately.
• Resilience and Composure: Ability to maintain professionalism and positivity during high-volume periods or challenging interactions.
• Attention to Detail: Precision in documentation, scheduling, and incentive tracking to ensure every member receives accurate information.
• Adaptability: Comfort navigating evolving program offerings, digital tools, and member expectations.
• Team Collaboration: A team-first mentality that prioritizes collective success and shared accountability.
• Tech Savvy: Confidence navigating multiple systems, including CRM platforms, telephony software, and web-based portals simultaneously.

Career Growth and Learning Opportunities

At arenaflex, we invest in our people because we know that growth is mutual. From day one, you’ll have access to free development courses, continuing education assistance, and a robust well-being program designed to support your personal and professional flourishing. Many of our consultants have grown into senior engagement roles, team lead positions, training facilitation opportunities, and specialized program management careers. We are committed to promoting from within and providing clear pathways for advancement based on performance, initiative, and ambition.

Work Environment and Company Culture

arenaflex is more than a workplace—it is a community built on heart, humility, trust, and truth. Our team members are self-disciplined, hardworking, curious, and trustworthy individuals who make decisions based on what is best for the collective. We live for opportunities to collaborate, innovate, and create meaningful impact. Despite operating remotely, our culture is deeply connected: expect regular team meetings, recognition programs, virtual wellness initiatives, and genuine camaraderie among colleagues who care about each other and the members we serve.

Compensation, Perks, and Benefits

The typical hourly pay range for this Customer Service Consultant role at arenaflex is $18.50 to $31.72, depending on experience, education, geography, and other relevant factors. This position may also be eligible for a performance-based bonus, commission, or short-term incentive program in addition to base pay.

• Comprehensive medical, dental, and vision insurance coverage
• 401(k) retirement savings plan with company match eligibility
• Employee Stock Purchase Plan for eligible team members
• Fully paid term life insurance for eligible employees
• Short-term and long-term disability benefits
• Well-being programs, education assistance, and free development courses
• Generous paid time off (PTO), vacation, and paid holidays consistent with state law
• Discount programs with participating partners and additional perks

Equal Employment Opportunity

arenaflex is an Equal Opportunity Employer. Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws. We celebrate diversity and are committed to creating an inclusive environment for all employees.

How to Apply

If you are a compassionate, driven, and detail-oriented professional ready to help members live healthier, more empowered lives, we invite you to apply today. The anticipated application window will close on 10/18/2024. Join arenaflex and become part of a team where your heart, your skills, and your ambition truly make a difference—one member, one conversation, one healthier choice at a time.