Customer Service Representative (Bilingual English/Spanish) – Member Support, Benefits Administration & Call Center Operations

Join arenaflex: Where Every Conversation Makes a Difference

Are you a fluent bilingual communicator who thrives on helping people navigate complex questions with confidence and care? arenaflex is seeking a dedicated, service-driven Customer Service Representative (Bilingual) to join our growing member support team. This is more than a call center role — it is an opportunity to become a trusted advisor for individuals and families who depend on us to understand, access, and maximize their benefits.

At arenaflex, we believe that exceptional customer service is built on genuine human connection. Our service-focused environment is committed to respecting our customers and treating them as people, not numbers. We partner with organizations across the country to administer self-funded health plans, providing the infrastructure, expertise, and personalized support that allows our clients' employees to access benefits with clarity and confidence. As a Bilingual Customer Service Representative, you will be the voice and the bridge — the person who ensures that every member, regardless of the language they speak at home, feels heard, respected, and supported.

About arenaflex

arenaflex is a forward-thinking third-party administrator headquartered in Columbus, Ohio, specializing in providing comprehensive administrative services to companies that choose to self-fund their health plans. Self-funding is one of the most strategic ways modern employers manage healthcare benefits, and arenaflex sits at the center of that ecosystem — handling eligibility, claims administration, customer service, compliance, reporting, and member support for organizations of all sizes.

What sets arenaflex apart is our deep commitment to personalized service. While many administrators rely on impersonal, high-volume call center models, we have built our reputation on responsiveness, accuracy, and empathy. Every team member, from our executive leadership to our frontline representatives, is expected to treat each customer interaction as a chance to strengthen a relationship. We invest heavily in training, technology, and continuous improvement so that our representatives have the tools they need to solve problems on the first call and the autonomy to do what is right for the member.

As a bilingual professional, you will play a particularly important role in fulfilling that mission. Many of the members we serve prefer to communicate in Spanish — whether they are clarifying a claim, disputing a decision, or simply trying to understand the benefits available to their family. Your language skills will directly expand access, equity, and quality of service across our member base.

Position Overview

The Customer Service Representative (Bilingual) at arenaflex is responsible for delivering effective, accurate, and compassionate customer service to members, clients, and providers. You will establish productive working relationships with both internal and external customers through clear, timely, and professional communication across multiple channels, including mail, email, telephone, and our online support portal.

This role requires a unique combination of investigative skills, emotional intelligence, and administrative precision. You will spend your day listening carefully to customer concerns, researching the right answers within our systems, and guiding members toward resolution. When issues fall outside your scope, you will escalate them with thorough documentation so that the next touchpoint is just as seamless as the one you provided.

Key Responsibilities

• Discover Member Needs: Build rapport quickly with members by asking thoughtful, detailed, and open-ended questions that uncover the true nature of their inquiry. Listen actively and validate the customer's experience before moving toward a solution.
• Provide Accurate Information: Answer a wide range of inquiries by clarifying the information the member is seeking, conducting thorough research across internal systems and resources, and delivering clear, accurate, and easy-to-understand responses in both English and Spanish.
• Resolve Problems End-to-End: Investigate issues by exploring multiple angles, considering alternative solutions, and implementing the most appropriate resolution. Follow up as needed to confirm that the member's issue has been fully addressed.
• Escalate When Appropriate: Identify issues that require specialized attention or higher-level intervention. Escalate unresolved problems with complete, organized documentation so that the receiving team has full context.
• Maintain Database Integrity: Enter detailed, accurate, and timely notes into the call center database for every member interaction, ensuring a reliable record of communication, action taken, and next steps.
• Manage Online Support Inquiries: Review, respond to, and resolve all incoming inquiries submitted through the online support website, maintaining the same high standard of service provided over the phone.
• Return Voicemail Messages Promptly: Check and respond to voicemail messages on a regular cadence, ensuring that no member feels ignored or left waiting for an answer.
• Secure Additional Information: Generate professional correspondence — including letters, emails, and follow-up communications — to gather additional documentation or clarification needed to resolve customer disputes or incomplete records.
• Create Professional Correspondence: Draft letters, emails, and other written communications that reflect the tone, accuracy, and professionalism of the arenaflex brand.
• Take Ownership of the Member Experience: Embrace each interaction as an opportunity to strengthen arenaflex's reputation. Look for ways to add value beyond the immediate request, whether through proactive education, identifying potential issues, or suggesting improvements to internal processes.
• Contribute to Team Success: Collaborate with peers, share insights, and participate in team meetings and training sessions to continuously improve service quality.

Essential Qualifications

• Bilingual Fluency: Full professional fluency in both English and Spanish, with strong written and verbal communication skills in each language. Candidates will be expected to handle member interactions seamlessly in both languages.
• Customer Service Experience: Previous experience in customer service, member support, or a related field. Experience in healthcare, benefits, insurance, or financial services is a strong plus.
• Rapport Building: Demonstrated ability to build trust and connection with a wide range of personalities, especially with members who may be frustrated, confused, or anxious about their benefits.
• Prioritization and Multitasking: Proven ability to manage multiple priorities in a fast-paced environment without sacrificing quality or attention to detail.
• Professional Demeanor: A positive, patient, and professional attitude, even under pressure. You bring a sense of calm and competence to every interaction.
• Communication Skills: Excellent written and verbal communication skills, including the ability to explain complex information in plain, accessible language.
• Technical Comfort: Comfort using computers, CRM or call center software, web-based research tools, and standard office applications. The ability to learn new systems quickly is essential.
• Problem-Solving Mindset: Strong investigative and analytical skills, with a natural curiosity that drives you to find answers rather than stop at the first obstacle.

Preferred Qualifications

• Prior experience in a call center, healthcare administration, benefits administration, or insurance environment.
• Familiarity with claims processing, eligibility systems, or self-funded health plan structures.
• Experience working with culturally diverse populations and an understanding of the unique communication preferences of bilingual communities.
• High school diploma or equivalent required; associate degree or higher preferred.

Skills and Competencies for Success

• Empathy: The ability to understand and share the feelings of another person, particularly when that person is navigating a stressful benefits situation.
• Active Listening: The discipline to focus fully on what the member is saying, asking clarifying questions, and reflecting back what you have heard before responding.
• Attention to Detail: The ability to capture precise information, follow complex procedures, and spot inconsistencies that could affect outcomes.
• Resilience: The emotional stamina to handle high call volumes, complex or emotional interactions, and shifting priorities without losing focus or composure.
• Adaptability: Comfort with change, new tools, evolving regulations, and a continuous improvement mindset.
• Ownership: A personal sense of responsibility for the outcome of every interaction, not just the immediate task.
• Cultural Competence: Awareness of and respect for cultural differences, and the ability to communicate in a way that honors each member's background and preferences.

Career Growth and Learning Opportunities at arenaflex

At arenaflex, we believe that the best customer service representatives are the ones who are constantly growing. We provide a structured onboarding program, ongoing training in benefits administration and customer communication, and opportunities to deepen your expertise in areas such as claims, compliance, and client relations. Many of our team leaders, quality coaches, and account managers began their careers in this role, and we actively promote from within whenever possible.

As you develop in the position, you may have the opportunity to specialize in complex case resolution, train and mentor new hires, contribute to process improvement projects, or move into leadership roles. Whether you see your future in operations, client services, training, or another area of the business, arenaflex will support your growth with mentorship, professional development resources, and tuition reimbursement for relevant education.

Work Environment and Company Culture

arenaflex is proud of our collaborative, service-driven, and people-first culture. We are a team that genuinely cares about one another and the members we serve. Our leadership team is approachable, transparent, and committed to creating a workplace where every voice is heard. We celebrate wins, learn from challenges, and treat one another with respect.

Our operations are based in Columbus, Ohio, and the work environment may include a mix of on-site and remote work depending on the needs of the role. Whether you are working in our office or from home, you will be supported with the technology, training, and team connection you need to thrive.

Compensation, Perks, and Benefits

arenaflex offers a competitive compensation package that recognizes the value of bilingual skills and customer service expertise. Our benefits program is designed to support your health, financial wellbeing, and work-life balance, and typically includes:

• Competitive hourly wage with opportunities for performance-based increases
• Comprehensive medical, dental, and vision insurance
• Paid time off, holidays, and personal days
• Retirement savings plan with employer contribution
• Life and disability insurance
• Employee assistance program
• Tuition reimbursement and professional development support
• A culture that values and rewards bilingual capabilities

Specific benefits will be discussed in detail during the interview process.

How to Apply

If you are a bilingual professional with a passion for helping others and a commitment to service excellence, arenaflex would love to hear from you. This is your opportunity to bring your language skills, your empathy, and your problem-solving talents to a role where they will be valued every single day.

Bring your bilingual voice to arenaflex and help us make every member feel seen, heard, and supported. Apply today and start building a career with purpose.