At arenaflex, we understand the importance of navigating the aging journey with confidence. As a Senior Customer Service Representative, you will play a vital role in delivering world-class customer service and capabilities to our policyholders, making a meaningful impact every day. Join our team of compassionate and experienced allies who are dedicated to empowering families through guidance, products, and services that meet their unique needs.
**About arenaflex**
arenaflex is a Fortune 500 company focused on empowering families to navigate the aging journey with confidence, now and in the future. Headquartered in Richmond, Virginia, arenaflex provides guidance, products, and services that help people understand their caregiving options and fund their long-term care needs. Our four values guide our strategy, decisions, and interactions: Make it human, Make it about others, Make it happen, and Make it better. We celebrate our diversity and understand that being intentional about inclusion is the only way to create a sense of belonging for all associates.
**Your Role**
As a Senior Customer Service Representative, you will be responsible for answering inbound calls from policyholders and their representatives who have questions regarding an existing Long Term Care policy. You will be the voice of arenaflex, delivering excellent customer service, operating in a culture centered around teamwork and collaboration. You will be in a front-line, customer-interactive position, providing timely and accurate information directly to customers and processing transactions to meet their needs.
**Key Responsibilities**
- Service customer inquiries via incoming phone calls and written correspondence
- Process transactions to meet customer needs, including address changes, stop payments, and related correspondence
- Initiate daily contact with internal and external customers, working to simplify and educate customers on product features and related processes
- Diffuse escalated situations through analyzing, partnering, and resolving complex customer issues
- Review, analyze, and process written requests and documentation
- Update and ensure integrity of customer accounts, including call follow-up, documentation, and work item management
**What You Bring**
- High school diploma or military experience
- Excel at customer service (minimum 1 year experience, preferably in a call-center environment, and/or the completion of the National Retail Federation's Certification in Customer Service & Sales)
- Proficient with Microsoft Office applications (e.g., Outlook, Excel, Word, and Teams)
- Professional and empathetic demeanor in all interactions, particularly with respect to treating and caring for customers with a strong emphasis on the elderly population
- Ability to handle various tasks and assignments with multiple deadlines and work in a fast-paced environment
- Strong critical thinking, problem-solving, conflict resolution, and collaboration skills
- Ability to communicate (written and verbal) benefits and options of various insurance products and diffuse difficult situations
- Flexibility to accommodate increased seasonal volume, adjustments to work schedules to meet our customers' needs, and changes to processes to meet our business needs
**Preferred Qualifications**
- Bachelor's or Associate degree
- Previous experience in the insurance industry
- Previous experience with HIPAA requirements
**Employee Benefits & Well-being**
arenaflex employees make a difference in people's lives every day. We're committed to making a difference in our employees' lives. Our comprehensive benefits package includes:
- Competitive Compensation & Total Rewards
- Incentives
- Comprehensive Healthcare Coverage
- Multiple 401(k) Savings Plan Options
- Auto Enrollment in Employer-Directed Retirement Account Feature (100% employer-funded!)
- Generous Paid Time Off – Including 12 Paid Holidays, Volunteer Time Off, and Paid Family Leave
- Disability, Life, and Long Term Care Insurance
- Tuition Reimbursement, Student Loan Repayment, and Training & Certification Support
- Wellness support, including gym membership reimbursement and Employee Assistance Program resources (work/life support, financial & legal management)
- Caregiver and Mental Health Support Services
**Compensation**
The base salary pay range for this role starts at a minimum rate of $43,200 up to the maximum of $66,400. In addition to your base salary, you will also be eligible to participate in an incentive plan. The incentive plan is based on performance, and the target earning opportunity is 5% of your base compensation.
**Why Join arenaflex?**
- We are committed to creating a work environment that fosters inclusion, excellence, improvement, and connection.
- We know each employee contributes in their own unique way, and we're dedicated to supporting every one of them to help them reach their full potential.
- We are proud to be an equal opportunity employer and all hiring decisions are based on merit, qualifications, and business need.
- We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.
**How to Apply**
If you're passionate about delivering world-class customer service and making a meaningful impact every day, we encourage you to apply for this exciting opportunity. Please visit our website to submit your application and join our team of compassionate and experienced allies.
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