**Job Summary:**
Join arenaflex's dynamic team as an Experienced Full Stack Customer Service Representative and become a vital part of our Gold Service program. As a key player in delivering exceptional customer experiences, you will be responsible for providing top-notch support to our customers and agents, ensuring their needs are met, and helping them achieve their goals. If you're passionate about delivering exceptional customer service, have a knack for building rapport, and are eager to grow with a purpose-driven organization, we want to hear from you!
**About arenaflex:**
arenaflex is a leading global property and casualty insurer, committed to fostering an environment where employees from all backgrounds can build long and meaningful careers. As a purpose-driven organization, 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 Culture:**
At arenaflex, we value diversity, equity, and inclusion. We strive to create an environment where all 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 put people first by offering benefits that support their life and well-being.
**Responsibilities:**
As an Experienced Full Stack Customer Service Representative, you will be responsible for:
* Helping customers in their time of need by building rapport, responding to, and resolving inbound phone calls in a fast-paced call center environment
* Identifying and providing services and solutions to customers' questions regarding renewals, coverage, eligibility, billing, and policy changes
* Delivering expertise by identifying and analyzing customer and agent needs to ensure high satisfaction, growth, and retention of business
* Providing counsel, guidance, and suggestions to customers to adequately cover and protect what they value most
* Upholding our customer care standards by achieving individual goals on call quality, handle time, lead transfer ratio, adherence, first call resolution, and reliability
* Maintaining and tracking accurate data in various computer systems
**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
* 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
* 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
* All schedules will start between 10:30 AM and 1:00 PM EST and include at least one weekend day (Saturday and/or Sunday) each week
**Career Growth Opportunities:**
* arenaflex offers a range of career growth opportunities, including training and development programs, mentorship, and promotions
* Our employees have the opportunity to work in various roles, including leadership positions, and to take on new challenges and responsibilities
* We believe in investing in our employees' growth and development, and we offer a range of benefits and resources to support their career advancement
**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 telecommuting and flexible hours
* Professional development opportunities, including training, mentorship, and education assistance
* Access to our Employee Resource Groups (ERGs) and other employee benefits and resources
**How to Apply:**
If you're passionate about delivering exceptional customer service and are eager to grow with a purpose-driven organization, we want to hear from you! Apply now to join our dynamic team as an Experienced Full Stack Customer Service Representative.
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