**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 and support to our policyholders and agents.**
**About arenaflex**
At arenaflex, we are committed to fostering a culture of excellence, innovation, and customer-centricity. As a purpose-driven organization, we believe that our employees are the driving force behind our success. We strive to create an environment where our employees can build long and meaningful careers, grow professionally and personally, and feel a sense of community and belonging.
**Job Summary**
We are seeking an experienced Licensed Customer Service Representative to join our team. As a key member of our Customer Response Center, you will be responsible for providing timely, accurate, and responsive information and service to policyholders and agents for our Personal Lines products, plans, and programs. You will independently solve problems relating to policies within scope and escalate others as appropriate. Your primary goal will be to 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 Culture**
* As a remote/virtual employee, you will have the flexibility to work from home and enjoy a quiet, secure, distraction-free workspace.
* All equipment is provided, and you will have dependable, wired internet connectivity with an upload speed of at least 5Mbps and a download speed of at least 25Mbps.
* Our company culture values diversity, equity, and inclusion, and we strive to create an environment where all employees feel a sense of community and belonging.
* We offer comprehensive benefits, continuous learning opportunities, and a supportive work environment that allows you to succeed both professionally and personally.
**Career Growth Opportunities and Learning Benefits**
* arenaflex is committed to the growth and development of our employees, and we offer a range of training and development opportunities to help you succeed in your role.
* You will have the opportunity to work with a talented team of professionals who are passionate about delivering exceptional customer service and support.
* Our company culture values innovation, creativity, and continuous learning, and we encourage our employees to take ownership of their learning and development.
**Compensation, Perks, and Benefits**
* arenaflex offers a competitive compensation package, including a salary, benefits, and perks that support your life and well-being.
* We offer comprehensive benefits, including health, dental, and vision insurance, as well as a 401(k) retirement plan.
* You will have access to a range of perks, including flexible work arrangements, professional development opportunities, and a supportive work environment.
**How to Apply**
If you are a motivated and customer-focused individual who is passionate about delivering exceptional service and support, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience.
**Equal Opportunity Employer**
arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to fostering a culture of inclusion and diversity, and we strive to create an environment where all employees feel valued, respected, and empowered to succeed.
**Note:** This position may have in-office requirements depending on candidate location.
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About arenaflex
At arenaflex, we are committed to fostering a culture of excellence, innovation, and customer-centricity. As a purpose-driven organization, we believe that our employees are the driving force behind our success. We strive to create an environment where our employees can build long and meaningful careers, grow professionally and personally, and feel a sense of community and belonging.
Job Summary
We are seeking an experienced Licensed Customer Service Representative to join our team. As a key member of our Customer Response Center, you will be responsible for providing timely, accurate, and responsive information and service to policyholders and agents for our Personal Lines products, plans, and programs.
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 Culture
As a remote/virtual employee, you will have the flexibility to work from home and enjoy a quiet, secure, distraction-free workspace.
Career Growth Opportunities and Learning Benefits
arenaflex is committed to the growth and development of our employees, and we offer a range of training and development opportunities to help you succeed in your role.
Compensation, Perks, and Benefits
arenaflex offers a competitive compensation package, including a salary, benefits, and perks that support your life and well-being.
How to Apply
If you are a motivated and customer-focused individual who is passionate about delivering exceptional service and support, we encourage you to apply for this exciting opportunity.
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