At arenaflex, we're dedicated to delivering exceptional customer experiences and protecting our customers from the unexpected. As a Licensed Customer Service Representative, you'll play a vital role in providing timely, accurate, and responsive information and service to policyholders and agents for our Personal Lines products, plans, and programs. If you're passionate about delivering outstanding customer service, have a strong understanding of insurance products, and are looking for a challenging and rewarding career opportunity, we encourage you to apply.
**About arenaflex**
arenaflex is a purpose-driven organization committed to fostering an environment where employees from all backgrounds can build long and meaningful careers. We believe progress happens when people feel secure, and we provide protection for the unexpected and deliver it with care. Our mission is to help people embrace today and confidently pursue tomorrow. With a diverse, equitable, and inclusive workplace, we offer a centralized, open space for employees and allies to connect, learn, and engage through our seven Employee Resource Groups (ERGs).
**Responsibilities**
As a Licensed Customer Service Representative, you'll be responsible for:
* Providing exceptional customer service by responding promptly to all inbound customer calls regarding personal lines policies, limited by line.
* Building rapport with each customer and listening to their requests and inquiries.
* Working to retain policyholders who inquire about canceling auto policies through open listening, negotiating, and policy review of customer issues.
* Using de-escalation tactics and when necessary, escalating to the appropriate team.
* Processing policyholder transactions accurately and within the Customer Response Center established time standards.
* Interpreting policy contracts to insured based on expert knowledge of personal lines auto products.
* Identifying, understanding, and interpreting customer needs to implement resolutions and making recommendations for coverage enhancements.
* Understanding aspects of billing systems as it pertains to policy coverage.
* Identifying and communicating transactions and impact to policy premium.
* Evaluating and making decisions regarding exceptions to payment plan and fees.
* Managing and utilizing time effectively to ensure the department meets required service levels for improved customer satisfaction results.
* Proficiently utilizing on-line reference materials relating to auto policies to provide confident, accurate, and efficient service.
* Developing and maintaining product, procedural, and technical systems knowledge.
* Completing licensing and continuing education requirements.
* Utilizing technical systems, effectively and efficiently, including desktop, call center-specific phone systems, and required internet connectivity.
* Performing additional duties as assigned.
**Qualifications**
To be successful in this role, you'll need:
* An active P&C Producers insurance license.
* At least 2 years of actively using the license.
* An Associate's degree and 1+ year of insurance experience preferred.
* 3-5 years of related Customer Service experience required.
* Ability to review, record, and organize written data from a variety of sources with no prescribed format.
* Excellent communication and interpersonal skills.
* Personal Lines producer insurance licenses required upon hiring and training.
**Work Environment and Culture**
As a remote employee, you'll have the flexibility to work from home and enjoy a quiet, secure, distraction-free space. We provide all the necessary equipment, and you'll need to have dependable, wired internet connectivity with an upload speed of at least 5Mbps and a download speed of at least 25Mbps. Our work environment is collaborative, and we encourage open communication and teamwork. We're committed to fostering a culture of diversity, equity, and inclusion, where all employees feel a sense of community, belonging, and can do their best work.
**Career Growth Opportunities and Learning Benefits**
At arenaflex, we're committed to helping you grow and develop your skills and knowledge. We offer:
* Comprehensive training programs to help you succeed in your role.
* Opportunities for career advancement and professional growth.
* Access to online learning platforms and resources to enhance your skills and knowledge.
* Mentorship and coaching programs to support your development.
* A culture of continuous learning and improvement.
**Compensation, Perks, and Benefits**
We offer a competitive salary range, and the full salary range reflects the competitive labor market value for all employees in these positions across the national market. Some roles at arenaflex have a corresponding compensation plan, which may include commission and/or bonus earnings at rates that vary based on multiple factors set forth in the compensation plan for the role. We also offer a range of benefits, including:
* Comprehensive health insurance.
* Retirement savings plan.
* Paid time off and holidays.
* Flexible work arrangements.
* Professional development opportunities.
* Access to our Employee Resource Groups (ERGs).
**How to Apply**
If you're passionate about delivering exceptional customer service and have a strong understanding of insurance products, we encourage you to apply. Please visit our website to learn more about our application process and to submit your application.
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**Equal Opportunity Employer**
arenaflex is an equal opportunity employer. We will not tolerate discrimination on the basis of race, color, national origin, sex, sexual orientation, gender identity, religion, age, disability, veteran's status, pregnancy, genetic information, or on any basis prohibited by federal, state, or local law.
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