At arenaflex, we're on a mission to deliver exceptional customer experiences that set us apart from the competition. As a purpose-driven organization, we're committed to fostering an environment where employees from all backgrounds can build long and meaningful careers. We're seeking an experienced Full Stack Customer Service Representative to join our team and help us achieve our goals.
**About arenaflex**
arenaflex is a leading global property and casualty insurer, with a rich history dating back to 1912. We've grown our organization into a global powerhouse by maintaining our commitment to the belief that progress happens when people feel secure. At arenaflex, we work hard every day to support our customers and our people, so they can protect their families, build their businesses, and invest in their futures.
**Our Culture**
We're proud to support a diverse, equitable, and inclusive workplace, where all 45,000 employees feel a sense of community, belonging, and can do their best work. Our seven Employee Resource Groups (ERGs) offer a centralized, open space to bring employees and allies together to connect, learn, and engage. We value your hard work, integrity, and commitment to making things better, and we put people first by offering you benefits that support your life and well-being.
**Job Summary**
As a Full Stack Customer Service Representative, you'll be the face of arenaflex, providing exceptional customer experiences that set us apart from the competition. You'll be responsible for building rapport, responding to, and resolving inbound phone calls in a fast-paced call center environment. You'll deliver expertise by identifying and analyzing customer and agent needs to ensure high satisfaction, growth, and retention of business. You'll provide counsel, guidance, and suggestions to our customers to adequately cover and protect what they value most.
**Responsibilities**
* Helps customers in their time of need by building rapport, responding to, and resolving inbound phone calls in a fast-paced call center environment.
* Delivers expertise by identifying and analyzing customer and agent needs to ensure high satisfaction, growth, and retention of business.
* Provides counsel, guidance, and suggestions to our customers to adequately cover and protect what they value most.
* Upholds our customer care standards by achieving individual goals on call quality, handle time, lead transfer ratio, adherence, first call resolution, and reliability.
* Maintains and tracks accurate data in various computer systems.
* Identifies and provides services and solutions to customer questions regarding renewals, coverage, eligibility, billing, and policy changes.
* Uses upselling and cross-selling sales skills to educate customers and agents on new and existing insurance products & services.
**Qualifications**
* Associate's degree in a business-related field or equivalent training required.
* Minimum of 6 months related work experience required, customer service experience preferred.
* Ability to review, record, and organize written data from a variety of sources with no pre-established format.
* Excellent oral, written, and interpersonal communication skills, and the capacity to multi-task in a structured work environment are required.
* Ability to handle confidential and proprietary information is critical.
* Proficiency with computers is mandatory.
* Knowledge and ability to use Microsoft Office tools is necessary.
* Must have a clear understanding of the organization's policies, standards, and procedures to guide customer interactions.
* Appropriate licenses up hiring/training, along with passing Proficiency Assessments is required.
**Skills**
* Billing
* Call Centers
* Communication Skills
* Computer Skills
* Computer Systems
* Cross-Selling
* Customer Experience
* Customer Relations
* Customer Support/Service
* Customer Training
* Customer/Client Research
* Data Quality
* Insurance
* Interpersonal Skills
* Microsoft Office
* Multitasking
* Needs Assessment
* On Call
* Quality Metrics
* Sales
* Standards of Care
* Up-Selling
* Writing Skills
**Work Environment**
* This position may have in-office requirements depending on candidate location.
* All schedules will start between 10:30 a.m. and 1 p.m. EST and include at least one weekend day (Saturday and/or Sunday) each week.
* Paid Training: Mandatory attendance is critical to your success and as such is required for the duration of training and performance will be continually assessed throughout. Training is Monday-Friday 10:00 AM-6:30 PM EST.
**Career Growth Opportunities**
* arenaflex is committed to fostering an environment where employees from all backgrounds can build long and meaningful careers.
* We offer continuous learning opportunities to help you grow and develop in your role.
* Our Employee Resource Groups (ERGs) offer a centralized, open space to bring employees and allies together to connect, learn, and engage.
**Compensation, Perks, and Benefits**
* arenaflex offers a competitive salary and benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off.
* We value your hard work, integrity, and commitment to making things better, and we put people first by offering you benefits that support your life and well-being.
**How to Apply**
If you're a motivated and customer-focused individual who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please visit our website at [www.arenaflex.com](http://www.arenaflex.com) to learn more about our company culture and values.
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