At arenaflex, we're dedicated to providing exceptional customer service and support to our policyholders and agents. As a Licensed Customer Service Representative, you'll play a vital role in delivering timely, accurate, and responsive information and service to our customers. If you're passionate about insurance, have excellent communication skills, and a strong desire to help others, we want to hear from you.
**About arenaflex**
arenaflex is a leading provider of Personal Lines insurance products, plans, and programs. Our mission is to foster an environment where employees from all backgrounds can build long and meaningful careers. We believe in providing protection for the unexpected and delivering it with care, helping people feel secure and confident in their future. With a diverse, equitable, and inclusive workplace, we strive to create an environment where all employees feel a sense of community, belonging, and can do their best work.
**Job Summary**
We're seeking an experienced Licensed Customer Service Representative to join our Customer Response Center team. As a key member of our team, you'll provide exceptional customer service by responding promptly to all inbound customer calls regarding personal lines policies. You'll build rapport with each customer, listen to their requests and inquiries, and work to retain policyholders who inquire about canceling auto policies. If you're a motivated and customer-focused individual with a strong insurance background, we encourage you to apply.
**Responsibilities**
As a Licensed Customer Service Representative, your key responsibilities will include:
* Providing exceptional customer service by responding promptly to all inbound customer calls regarding personal lines policies
* 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 appropriate team
* Processing policyholder transactions accurately and within 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 makes 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 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:
* 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 employee, you'll have the flexibility to work from home and enjoy a quiet, secure, distraction-free workspace. To ensure reliable internet connectivity, 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 team is committed to fostering an environment where 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 providing ongoing training and development opportunities to help you grow and succeed in your career. You'll have access to comprehensive benefits, including:
* Paid training and onboarding program
* Ongoing training and development opportunities
* Career growth and advancement opportunities
* Comprehensive benefits package, including medical, dental, and vision insurance
* 401(k) retirement plan with company match
* Paid time off and holidays
* Flexible work arrangements, including remote work options
**Compensation, Perks, and Benefits**
We offer a competitive compensation package, including:
* Competitive hourly rate
* Ongoing bonuses and incentives
* Comprehensive benefits package, including medical, dental, and vision insurance
* 401(k) retirement plan with company match
* Paid time off and holidays
* Flexible work arrangements, including remote work options
**How to Apply**
If you're a motivated and customer-focused individual with a strong insurance background, we encourage you to apply. Please submit your resume and cover letter to [insert contact information]. We can't wait to hear 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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