Are you a customer service enthusiast with a passion for delivering exceptional experiences? Do you thrive in fast-paced environments where no two days are the same? If so, we invite you to join arenaflex as a Customer Care Representative in our Farmers Service Operations team. As a key member of our hybrid team, you will play a critical role in supporting our customers and agents, providing top-notch service, and helping us grow our business.
**About arenaflex**
arenaflex is more than just a company – we're a community of innovators, thinkers, and problem-solvers who are dedicated to delivering peace of mind to our customers. With a high-performance culture that's focused on results and people, we strive to be the best in everything we do. Our award-winning, equal opportunity employer is committed to the strength of a diverse workforce and the well-being of our people and the communities we serve.
**The Role**
As a Customer Care Representative, you will be the first point of contact for our customers, supporting inquiries and insurance policy needs by answering questions regarding coverage, rates, billing issues, and general policy reviews. You will work in a hybrid environment, with a mix of in-office and remote work, and will be required to provide a quiet, distraction-free environment and high-speed internet.
**Key Responsibilities**
- Deliver exceptional customer service while proactively seeking solutions within compliance and legal requirements.
- Communicate with customers via multiple channels (phone, chats, emails) while navigating multiple systems and platforms.
- Receive and respond to inquiries related to insurance matters. Interact with customers, agents, and others to resolve moderately complex issues regarding policy provisions and conditions.
- Access account information and communicate while working in multiple systems. Use account information, deep product knowledge, and knowledge of compliance or legal requirements to make appropriate recommendations or decisions.
- Escalate unresolved issues requiring advanced support for further resolution.
- Build knowledge and acumen through self-directed learning. Stay informed about underwriting and policy guidelines and other updates including compliance and legal requirements.
- Actively listen to customer concerns to identify trends or patterns. Recognize opportunities for process improvement and makes recommendations to leadership.
- Partner with various departments including Policy Support, Claims and Underwriting to respond to customer inquiries. May work with external vendors to further address customer needs.
**The Details**
- Start Date: Tuesday, July 8th
- Location: 24000 North Farmers Way, Phoenix, AZ 85085
- You must be located within 50 miles of the Phoenix AZ Office
- Training:
- Your first week with arenaflex (July 8th-11th) will be fully remote.
- Class Training will last approximately 8-10 weeks through our award-winning University of arenaflex.
- Throughout this paid training, you'll experience a blend of instructor-led skills training, peer mentoring, and coaching in a live, real-world environment designed to ease you into live work with our agents and/or customers.
- Beginning your 2nd week of training, you will be in office Mondays through Thursday and training virtually on Fridays.
- Your first day in office for training will be Monday, July 14th!
- Once class training ends, you will continue working Hybrid until December 30th (approximately 6 months from your start date).
- During this time, you will work 3 days in office (Wednesday being a required day) and 2 days virtually (flexible).
- After the 6 months, this position will be FULLY REMOTE.
**Compensation and Benefits**
- Pay is $23.74/hour based on location.
- Annual performance-based bonus potential up to 10%.
- As a Customer Care Representative, you'll enjoy our Total Rewards Program to help secure your financial future and preserve your health and well-being, including:
- 401(K) Plan
- Generous PTO
- Tuition Reimbursement
- Paid Training
- And much more!
**Requirements**
- High School Diploma or equivalent required.
- Other: Property and Casualty license may be required for this role. If required, licensing exam must be obtained within a designated number of attempts or testing window in the state(s) in which the license is acquired.
- Minimum of 1-3 years customer service.
- 1 year of experience in call center environment or related field preferred.
- Experience providing customer support within a high-volume, complex environment preferred.
- Strong technical aptitude:
- Intermediate computer skills with ability to navigate multiple systems simultaneously.
- Able to troubleshoot basic issues with equipment such as headset, internet, and connectivity.
- Experience with Microsoft Office suite of tools preferred.
**Work Environment and Culture**
- This role, whether performed virtually or in an office setting, will include normal and customary distractions, noise, and interruptions.
- Sits or stands for extended periods of time, up to a full work shift.
- Occasionally reaches overhead and below the knees, including bending, twisting, pulling, and stooping.
- Occasionally moves, lifts, carries, and places objects and supplies weighing 0-10 pounds without assistance.
- Listens to, interprets, and differentiates auditory information (example others speaking) at normal speaking levels with or without correction.
- Visually verifies and reads information.
- Visually locates material, resources and other objects.
- Ability to continuously operate a computer for extended periods of time, up to a full work shift.
- Physical dexterity sufficient to use hands, arms, and shoulders repetitively to operate keyboard and other office equipment up to a full work shift.
**How to Apply**
If you're a customer service enthusiast with a passion for delivering exceptional experiences, we invite you to apply for this exciting opportunity. Please submit your application promptly, as we typically close open positions within 8 to 21 days after posting.
Apply for this job