**Job Summary:**
Join arenaflex, a leading global property and casualty insurer, as an Experienced Licensed Customer Service Representative for our Personal Lines division. As a key member of our Customer Response Center, you will provide exceptional customer service, resolve complex policy issues, and drive business growth through retention and upselling. If you have a passion for delivering outstanding customer experiences, a strong background in insurance, and a desire to grow your career in a dynamic and supportive environment, we encourage you to apply.
**About arenaflex:**
arenaflex is a purpose-driven organization committed to fostering an environment where employees from all backgrounds can build long and meaningful careers. Through strong relationships, comprehensive benefits, and continuous learning opportunities, we seek to create an environment where employees can succeed, both professionally and personally. As a global leader in the insurance industry, 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.
**Responsibilities:**
As an Experienced Licensed Customer Service Representative, you will be responsible for:
* Providing exceptional customer service by responding promptly to all inbound customer calls regarding personal lines policies, limited by line.
* 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 the 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 making 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:**
* 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.
**Skills and Competencies:**
* Analysis Skills
* Billing
* Call Centers
* Communication Skills
* Contract Analysis
* Customer Response
* Customer Satisfaction
* Customer Support/Service
* Desktop PC
* Insurance
* Interpersonal Skills
* Licensing
* Needs Assessment
* Negotiation Skills
* Problem Solving Skills
* Time Management
* Transaction Processing/Management
* Work From Home
**Career Growth Opportunities and Learning Benefits:**
As an Experienced Licensed Customer Service Representative at arenaflex, you will have opportunities to:
* Develop and maintain product, procedural, and technical systems knowledge.
* Complete licensing and continuing education requirements.
* Participate in ongoing training and development programs to enhance your skills and knowledge.
* Collaborate with cross-functional teams to drive business growth and improvement.
* Take on additional responsibilities and leadership roles as you grow in your career.
**Work Environment and Company Culture:**
arenaflex is committed to creating a diverse, equitable, and inclusive workplace 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 value your hard work, integrity, and commitment to making things better, and we put people first by offering you benefits that support your life and well-being.
**Compensation, Perks, and Benefits:**
arenaflex offers a competitive compensation package, including:
* A comprehensive benefits program, including medical, dental, and vision coverage.
* A 401(k) retirement plan with company match.
* Paid time off, including vacation, sick leave, and holidays.
* Opportunities for professional growth and development.
* A dynamic and supportive work environment.
**How to Apply:**
If you are a motivated and customer-focused individual with a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity. Please submit your application through our website, including your resume and a cover letter outlining your qualifications and experience.
**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.
**Note:**
This position may have in-office requirements depending on candidate location. arenaflex is a global organization with a presence in multiple countries. As a remote employee, you will be required to have dependable, wired internet connectivity with an upload speed of at least 5Mbps and a download speed of at least 25Mbps, as well as a quiet, secure, distraction-free place to work.