At arenaflex, we're dedicated to providing award-winning member service, and we're looking for talented individuals to join our team. As a Customer Service Representative, you'll act as a professional insurance agent, making policy changes and recommendations based on our members' unique needs. If you're searching for a forever company with an amazing compensation and benefits package, arenaflex is the place for you!
**About arenaflex**
arenaflex is a direct-to-consumer insurance company that provides auto and property insurance products in various regions. We're committed to being there for our members when they need us most and supporting our communities. With a rich history dating back to 1975, we've been recognized for our award-winning customer service and have been proud to be an affiliate of the Auto Club of Southern California (AAA). Our shared values of service to our members, competitive pricing, and supporting our communities drive our mission to provide legendary service to our growing membership.
**Job Summary**
As a Customer Service Representative, you'll be responsible for resolving complex inquiries, delivering exceptional customer experiences, and advising customers on policy and coverage changes. You'll work in a fast-paced contact center environment, identifying opportunities for upselling and cross-selling various products and coverages. You'll also be required to maintain high standards of confidentiality, adapt to change, and perform effectively in a dynamic environment.
**Key Responsibilities**
* Resolve complex inquiries by analyzing data using multiple information systems and policy/contract manuals to determine proper course of action in a timely manner
* Deliver an exceptional and consistent customer experience in a fast-paced contact center environment
* Advise and assist customers with making policy and coverage changes and all other service requests while ensuring sufficient coverage for the policyholder
* Identify opportunities for upselling and cross-selling of various products and coverages
* Complete all transactions in accordance with company policy and PCI compliance
* Deliver superior results by achieving individual and departmental goals and objectives
* Using arenaflex information systems, record and document customer interactions, details of inquiries, complaints, and actions taken
* Retain policyholders through efficient and effective problem resolution and customer service skills
* Resolve escalated customer contacts through polite and professional communication
* Partner and communicate with other departments to maintain a quality customer experience
* Perform other duties as assigned
**Qualifications**
* High School diploma or equivalent required, College degree preferred
* Strong computer, phone, typing, grammar, and multitasking skills
* Ability to provide an exceptional and consistent customer experience, while balancing efficiency and quality of work
* Strong active listening skills
* Ability to interpret and comply with company guidelines and procedures
* Must maintain high standards of confidentiality by maintaining sensitive information
* Ability to adapt to change and perform effectively in a fast-paced environment
* Demonstrate flexibility to work various work days, extended hours, including weekends, nights, and holidays
* Ability to identify an issue, determine resolution, and complete action as required
* Foster teamwork, positive morale, and open communication
* Current Property and Casualty license required or ability to complete licensing within the first 90 days of employment (if needed, company will provide course training and cover applicable license fees)
* In order to work the Spanish-speaking queue, fluency in Spanish is required
* Previous insurance and/or call center experience preferred
**Compensation and Benefits**
* Varies by location and depends on experience
* Arizona Compensation: The pay range for this position is $19.05 - $25.78 per hour, depending on experience
* Nevada Compensation: The pay range for this position is $20.01 - $27.07 per hour, depending on experience
* This position is considered non-exempt for purposes of wage-hour law, which means you are eligible for overtime pay for hours worked in excess of 40 hours in a workweek
* Remarkable benefits:
+ Health coverage for medical, dental, vision
+ 401(K), Roth 401(k) saving plan with company match
+ Remote work opportunities
+ Tuition assistance
+ Employee appreciation and recognition
**Work Environment and Culture**
* Work from home (remote) in a designated work area
* Schedule Training Schedule: Monday - Friday, 8:30am - 5:00pm Pacific time
* Regular Schedule (Will be assigned after completion of training and is based upon business need): Monday - Friday, 7:30am – 7:45pm Pacific time, Saturday, 8:00am to 4:30pm Pacific time
* Based on a 37.5 work week, and you will be scheduled to work 5 days per week
* arenaflex is an Equal Opportunity Employer and welcomes committed professionals ready to challenge themselves in a dynamic industry
**How to Apply**
If you're a motivated and customer-focused individual looking for a challenging and rewarding career, apply now to join our team at arenaflex!
Apply for this job