**Join arenaflex, a leading provider of innovative insurance solutions, as we seek an experienced Licensed Customer Service Representative to join our dynamic team. As a key member of our Customer Response Center, you will play a vital role in delivering exceptional customer service, resolving complex policy issues, and driving business growth.**
**About arenaflex**
arenaflex is a purpose-driven organization committed to fostering an environment where employees from all backgrounds can build long and meaningful careers. Through strong relationships, comprehensive benefits, and continuous learning opportunities, we seek to create an environment where employees can succeed, both professionally and personally. As a leader in the insurance industry, we believe progress happens when people feel secure. By providing protection for the unexpected and delivering it with care, we help people embrace today and confidently pursue tomorrow.
**Our Commitment to Diversity, Equity, and Inclusion**
At arenaflex, we are 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.
**Job Summary**
We are seeking an experienced Licensed Customer Service Representative to join our Customer Response Center, providing timely, accurate, and responsive information and service to policyholders and agents for our Personal Lines products, plans, and programs. As a key member of our team, you will independently solve problems relating to policies within scope, escalate others as appropriate, and identify, analyze, and own customer policy needs to ensure high customer satisfaction, growth, and retention of business.
**Responsibilities**
* Provides exceptional customer service by responding promptly to all inbound customer calls regarding personal lines policies, limited by line.
* Builds rapport with each customer.
* Listens to customers' requests and inquiries.
* Works to retain policyholders who inquire about canceling auto policies through open listening, negotiating, and policy review of customer issues.
* Uses de-escalation tactics and when necessary, escalates to appropriate team.
* Processes policyholder transactions accurately and within Customer Response Center established time standards.
* Interprets policy contracts to insured based on expert knowledge of personal lines auto products.
* Identifies, understands, and interprets customer needs to implement resolutions and makes recommendations for coverage enhancements.
* Understands aspects of billing systems as it pertains to policy coverage.
* Identifies and communicates transactions and impact to policy premium.
* Evaluates and makes decisions regarding exceptions to payment plan and fees.
* Manages and utilizes time effectively to ensure department meets required service levels for improved customer satisfaction results.
* Proficiently utilizes on-line reference materials relating to auto policies to provide confident, accurate, and efficient service.
* Develops and maintains product, procedural, and technical systems knowledge.
* Completes licensing and continuing education requirements.
* Utilizes technical systems, effectively and efficiently, including desktop, call center specific phone systems, and has required internet connectivity.
* Performs additional duties as assigned.
**Qualifications**
* Active P&C Producers insurance license REQUIRED in addition to at least 2 years actively using the license.
* Associates degree and 1+ year Insurance experience preferred.
* 3-5 years related Customer Service experience is required.
* Ability to review, record, and organize written data from a variety of sources with no prescribed format is essential.
* Excellent communication and interpersonal skills are required.
* Personal Lines producer insurance licenses required upon hiring and training.
**Work Environment and Company Culture**
* Location: Remote/virtual
* Training start time: 9AM - 11AM
* Paid training: Monday – Friday, 9:00am - 5:30pm EST (full time)
* After onboarding and training is complete, go-forward shifts will have a start time between the hours of 8am and 10:30am EST/8-hour shifts.
* One weekend day (Saturday or Sunday) will be required with an alternate day off mid-week when working the weekend.
* All equipment is provided. However, to work from home you must have dependable, wired internet connectivity with an upload speed of at least 5Mbps and a download speed of at least 25Mbps along with a quiet, secure, distraction-free place to work.
**Career Growth Opportunities and Learning Benefits**
* arenaflex offers a comprehensive training program to ensure your success in this role.
* Opportunities for career growth and advancement within the company.
* Access to ongoing training and development programs to enhance your skills and knowledge.
* Collaborative and supportive work environment.
**Compensation, Perks, and Benefits**
* Competitive salary and benefits package.
* Comprehensive health insurance, including medical, dental, and vision coverage.
* 401(k) retirement plan with company match.
* Paid time off, including vacation, sick leave, and holidays.
* Flexible work arrangements, including remote work options.
* Access to on-site fitness center and wellness programs.
* Employee assistance program (EAP) for mental health and wellness support.
**How to Apply**
If you are a motivated and customer-focused individual with a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter to [insert contact information]. We look forward to hearing from you!
**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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