Experienced Customer Service Representative – Insurance Policy Support

At arenaflex, we deliver leading customer experience (CX) solutions to global insurance clients that offer a wide range of products, including life, property, and casualty, long-term care, retirement planning, investments, roadside assistance, and warranty. As one of the largest global providers of CX products, we strive to provide exceptional customer service to our clients' consumers. We are seeking an experienced Customer Service Representative to join our team, supporting one of the largest insurance providers in the U.S.

About arenaflex

arenaflex is a global leader in the customer experience (CX) industry, with 170,000 associates across the globe. We're the team behind the best experiences for +750 of the world's leading and digital-first brands. Our innovative CX solutions, technology, and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter. Supporting +9 million customer conversations every day in +60 languages across 45 countries, arenaflex combines global strength and scale with the agile, entrepreneurial approach of our founder-led culture, enabling companies of all sizes and industries to transform their CX.

Job Summary

As a Customer Service Representative at arenaflex, you will be responsible for receiving, reviewing, and processing calls regarding customers' insurance policies. You will assist customers with questions regarding policy coverage, billing, or the need to modify their policy. You will also have the opportunity to grow within the company and develop a career in insurance. We believe in investing in our agents and helping them achieve their career goals.

Key Responsibilities

* Receive, review, and process calls regarding customers' insurance policies

• Assist customers with questions regarding policy coverage, billing, or the need to modify their policy
• Provide exceptional customer service to customers, responding to their inquiries and resolving their issues in a timely and professional manner
• Work collaboratively with other teams to resolve complex customer issues
• Meet or exceed performance metrics, including first call resolution, customer satisfaction, and average handle time
• Participate in ongoing training and development to improve skills and knowledge
• Maintain accurate and up-to-date records of customer interactions and issues

Essential Qualifications

* High school diploma or equivalent required; associate's or bachelor's degree preferred

• 6 months to 1 year of relevant work experience in customer service or a related field
• Excellent communication and interpersonal skills
• Ability to work in a fast-paced environment and prioritize multiple tasks and responsibilities
• Strong problem-solving and critical thinking skills
• Ability to work independently and as part of a team
• Proficiency in computer software and systems, including CRM and phone systems

Preferred Qualifications

* 1-2 years of experience in customer service or a related field

• Experience working in the insurance industry or a related field
• Certification in customer service or a related field
• Bilingual or multilingual skills

Skills and Competencies

* Customer service aptitude

• Reliability
• Empathy
• Critical thinking
• Conflict resolution
• Verbal and written communication
• Active listening
• Multitasking
• Ability to navigate system tools to search for answers and information
• Ability to utilize computer systems and data systems
• Ability to solve complex situations with limited information
• Questioning and deductive reasoning skills
• Ability to work in teams or independently

Benefits

* Competitive hourly rate: $15-$19 per hour

• 401(k) matching
• Dental insurance
• Disability insurance
• Health insurance
• Paid time off
• Vision insurance
• Work from home
• Bonus opportunities
• Ongoing training and development opportunities
• Professional development assistance
• Referral program

Work Environment

* Remote work environment

• Quiet and distraction-free workspace required
• High-speed internet connection required (5 Mbps download and 5 Mbps upload)
• Self-accountability and ownership required
• Self-motivated and able to work independently
• Ability to work in a fast-paced environment and prioritize multiple tasks and responsibilities

Requirements

* Must be at least 18 years of age

• Must have a high school diploma or equivalent
• Must have open availability during hours of operation
• Must be able to work in a remote work environment
• Must have a quiet and distraction-free workspace
• Must have high-speed internet connection
• Must be self-accountable and own their work
• Must be self-motivated and able to work independently

At-Home Requirements

* arenaflex will provide equipment, including a headset, shipped to the agent's address after they pass their licensing exam

• Candidate should guarantee high internet speed and ability to hardwire (Download: 5 Mbps and Upload: 5 Mbps)
• Self-accountability and ownership
• Self-motivated
• Quiet and distraction-free work environment
• Cannot be the primary caregiver during training or working hours
• Must be comfortable with being on web camera during training and production
• Candidates are required to use their own devices during the first week (pre-licensing). Any type of computer or tablet is allowed with the exception of Kindle Fire Tablets. Cell phones are NOT allowed.

Military Friendly

arenaflex is a 2023 Military Friendly Employer. We are proud partners of Military One Source, Military Spouse -Employment Partnership, and other veterans organizations. We recognize the commitment it takes to serve our country and value the unique skills and experience veterans bring to the workforce. Experience built on integrity, leadership, discipline, dedication, and respect.

EEO

arenaflex is committed to selecting, developing, and rewarding the best person for the job based on the requirements of the work to be performed and without regard to race, age, color, religion, sex, creed, national origin, ancestry, citizenship, disability/handicap, marital status, protected veteran status, uniform status, sexual orientation, pregnancy, genetic information, gender identity and expression, or any other basis protected by federal, state, or local law. The Company forbids discrimination of all kinds, whether directed at Associates, applicants, vendors, customers, or visitors. This policy applies to all terms and conditions of employment, including recruitment, hiring, promotion, compensation, benefits, training, discipline, and termination.

Job Type

Full-time

Pay

$15.00 - $19.00 per hour

Expected hours

37.5 per week

Benefits

* 401(k)

• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Professional development assistance
• Referral program
• Vision insurance
• Work from home

People with a criminal record are encouraged to apply

Location

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