Senior Customer Service Representative – Empowering Families Through Compassionate Support

At arenaflex, we understand the importance of navigating the aging journey with confidence. As a Senior Customer Service Representative, you will play a vital role in delivering world-class customer service and capabilities to our policyholders, empowering them to make informed decisions about their long-term care needs. If you're passionate about making a difference in people's lives and have a knack for providing exceptional customer service, we encourage you to join our team.

About arenaflex

arenaflex is a Fortune 500 company dedicated to empowering families to navigate the aging journey with confidence. With a strong commitment to compassion, empathy, and inclusivity, we strive to create a work environment that fosters excellence, improvement, and connection. Our four core values – Make it human, Make it about others, Make it happen, and Make it better – guide our strategy, decisions, and interactions, ensuring that we deliver exceptional service to our customers and support our employees in reaching their full potential.

Job Summary

As a Senior Customer Service Representative, you will be responsible for answering inbound calls from policyholders and their representatives, providing timely and accurate information, and processing transactions to meet their needs. You will be the voice of arenaflex, delivering excellent customer service in a culture centered around teamwork and collaboration. You will work in a fast-paced environment, handling various tasks and assignments with multiple deadlines, and possess strong critical thinking, problem-solving, conflict resolution, and collaboration skills.

Key Responsibilities

* Answer inbound calls from policyholders and their representatives, providing timely and accurate information about existing Long Term Care policies

• Process transactions to meet customer needs, including address changes, stop payments, and related correspondence
• Initiate daily contact with internal and external customers, working to simplify and educate customers on product features and related processes
• Diffuse escalated situations through analyzing, partnering, and resolving complex customer issues
• Review, analyze, and process written requests and documentation
• Update and ensure integrity of customer accounts, call follow-up, documentation, and work item management

What You Bring

* High school diploma or military experience

• Excel at customer service (minimum 1 year experience, preferably in a call-center environment, and/or the completion of the National Retail Federation's Certification in Customer Service & Sales)
• Proficient with Microsoft Office applications (e.g., Outlook, Excel, Word, and Teams)
• Professional and empathetic demeanor in all interactions, particularly with respect to treating and caring for customers with strong emphasis on the elderly population
• Ability to handle various tasks and assignments with multiple deadlines and work in a fast-paced environment
• Strong critical thinking, problem-solving, conflict resolution, and collaboration skills
• Ability to communicate (written and verbal) benefits and options of various insurance products and diffuse difficult situations
• Flexibility to accommodate increased seasonal volume, adjustments to work schedules to meet our customers' needs, and changes to processes to meet our business needs

Preferred Qualifications

* Bachelor's or Associate degree

• Previous experience in the insurance industry
• Previous experience with HIPAA requirements

Employee Benefits & Well-being

At arenaflex, we're committed to making a difference in our employees' lives. We offer a comprehensive benefits package, including:

• Competitive Compensation & Total Rewards
• Incentives
• Comprehensive Healthcare Coverage
• Multiple 401(k) Savings Plan Options
• Auto Enrollment in Employer-Directed Retirement Account Feature (100% employer-funded!)
• Generous Paid Time Off – Including 12 Paid Holidays, Volunteer Time Off, and Paid Family Leave
• Disability, Life, and Long Term Care Insurance
• Tuition Reimbursement, Student Loan Repayment, and Training & Certification Support
• Wellness support, including gym membership reimbursement and Employee Assistance Program resources (work/life support, financial & legal management)
• Caregiver and Mental Health Support Services

Additional Information

* The base salary pay range for this role starts at a minimum rate of $43,200 up to the maximum of $66,400.

• In addition to your base salary, you will also be eligible to participate in an incentive plan, with a target earning opportunity of 5% of your base compensation.
• The final determination on base pay for this position will be based on multiple factors, including geographic location, experience, and qualifications, to ensure pay equity within the organization.

Why Join arenaflex?

* We're committed to creating a work environment that fosters inclusion, excellence, improvement, and connection.

• We're dedicated to supporting every employee to help them reach their full potential.
• We're proud to be an equal opportunity employer, and all hiring decisions are based on merit, qualifications, and business need.
• We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

How to Apply

If you're passionate about making a difference in people's lives and have a knack for providing exceptional customer service, we encourage you to apply for this exciting opportunity. Please visit our website to learn more about this role and to submit your application. Apply Job! Apply for this job