**Experienced Customer Service Representative – Delivering Exceptional Experiences for arenaflex Policyholders and Partners**

At arenaflex, we're dedicated to providing top-notch customer service that exceeds expectations. As a Customer Service Representative, you'll play a vital role in delivering exceptional experiences to our policyholders, agents, and third-party partners. If you're passionate about building strong relationships, resolving complex issues, and growing with a dynamic company, we want to hear from you!

• *A Day in the Life at arenaflex**

As a Customer Service Representative, you'll have the opportunity to make a real impact on our customers' lives. Here's a glimpse into what a typical day might look like:

• **Subject Matter Expert (SME)**: You'll serve as a resource and subject matter expert for your team members and internal customers, providing guidance and support to help them resolve complex issues.
• **Escalated Calls**: You'll handle escalated calls, resolving more complex customer issues in a one-and-done manner, ensuring that our customers receive the support they need in a timely and efficient manner.
• **Incoming Calls**: You'll answer incoming phone calls from policyholders, agents, and third-party partners, processing and identifying the type of assistance they need.
• **Active Listening**: You'll ask appropriate questions and listen actively to identify specific questions or issues, documenting required information in our computer systems.
• **Problem Ownership**: You'll own problems through to resolution on behalf of the customer, either in real-time or through comprehensive and timely follow-up.
• **Research and Collaboration**: You'll research complex issues across multiple databases and work with support resources to resolve customer issues, or partner with others to resolve escalated issues.
• **Performance Goals**: You'll meet the performance goals established for the position, including first call resolution, call quality, efficiency, provider satisfaction, and attendance.

• *What You'll Need to Succeed**

To be a top candidate for this role, you'll need:

• **Strong Team-Oriented Interpersonal Skills**: You'll contribute and collaborate as a team member, working proactively and independently to achieve our goals.
• **Excellent Presentation, Persuasion, Written, and Interpersonal Skills**: You'll communicate effectively with customers, agents, and internal stakeholders, using your presentation and persuasion skills to resolve complex issues.
• **Strong Attention to Detail, Organizational Skills, Time Management, and Analytical Skills**: You'll prioritize tasks, manage your time effectively, and analyze complex issues to provide accurate solutions.
• **Enthusiasm for Growth and Learning**: You'll be excited about learning new products and services, and developing new opportunities with arenaflex as we continue to grow and innovate.
• **Property and Casualty Experience (Preferred)**: While not required, experience in the property and casualty insurance industry is a plus.

• *Knowledge and Experience**

To excel in this role, you'll need:

• **Familiarity with Computer and Windows PC Applications**: You'll be able to learn new and complex computer system applications, including our customer relationship management (CRM) software.
• **At Least One Year of Contact Center Customer Service Experience**: You'll have experience working in a contact center environment, handling multiple channels of customer contact, including phone, email, and chat.
• **Customer Service Training**: You'll be required to complete our customer service training classes and demonstrate proficiency in the material.
• **Availability to Work Flexible Hours**: You'll be able to work any 8-hour shift between 8:00 AM and 5:00 PM EST, Monday through Friday, with occasional overtime as needed.

• *Education and Certifications**

To be considered for this role, you'll need:

• **High School Diploma or GED**: You'll have a high school diploma or equivalent.
• **Contact Center Operations Experience**: You'll have at least one year of experience in contact center operations.
• **440 or 220 License (Preferred)**: While not required, a 440 or 220 license is a plus, and you'll be able to obtain one after starting with arenaflex.
• **Bi-Lingual (Plus)**: You'll have the ability to communicate in multiple languages, which is a plus in this role.

• *Remote Work Requirements**

As a remote employee, you'll need to:

• **Establish a Dedicated Work Area**: You'll have a dedicated work area that's separate from other living areas and provides information privacy.
• **Keep Company Sensitive Documents Secure**: You'll be able to keep all company sensitive documents secure, if applicable.
• **Work from Home in Florida**: You'll be required to work from home in Florida, with occasional travel to our Tampa, FL headquarters.

• *Travel and ADA**

• **Minimum Travel Required**: You'll have minimum travel requirements, as needed.
• **ADA Compliance**: The above statements cover what are generally believed to be the principal and essential functions of this job. Specific circumstances may allow or require some people assigned to the job to perform a somewhat different combination of job duties.

• *Benefits and Schedule**

As a full-time employee of arenaflex, you'll enjoy:

• **401(k) and 401(k) Matching**: You'll have access to a 401(k) plan and matching program.
• **Dental and Health Insurance**: You'll have dental and health insurance coverage.
• **Paid Time Off**: You'll have paid time off to relax and recharge.
• **Vision Insurance**: You'll have vision insurance coverage.
• **On-the-Job Training**: You'll receive on-the-job training to help you succeed in your role.
• **Referral Program**: You'll be eligible for our referral program, which rewards you for referring friends and family to arenaflex.
• **Work from Home**: You'll have the opportunity to work from home, with occasional travel to our Tampa, FL headquarters.

• *Experience and Location**

To be considered for this role, you'll need:

• **P&C Insurance Experience (Preferred)**: While not required, experience in the property and casualty insurance industry is a plus.
• **Call Center Experience (Preferred)**: You'll have at least two years of experience working in a call center environment.
• **Florida Location**: You'll need to be located in Florida, with occasional travel to our Tampa, FL headquarters.

If you're passionate about delivering exceptional customer experiences and growing with a dynamic company, we want to hear from you! Apply now to join the arenaflex team and start making a real impact on our customers' lives.