Experienced Full Stack Customer Service Representative – Gold Service Program
Join arenaflex, a leading global property and casualty insurer, in delivering exceptional customer experiences and fostering a culture of inclusivity and growth.
About arenaflex
arenaflex is a purpose-driven organization committed to fostering an environment where employees from all backgrounds can build long and meaningful careers. With a history dating back to 1912, we have grown into the sixth largest global property and casualty insurer, based on 2020 gross written premium. Our commitment to providing protection for the unexpected and delivering it with care has helped people feel secure, enabling them to confidently pursue their futures.
Our Culture
At arenaflex, we value diversity, equity, and inclusion. We strive to create an environment where all 45,000 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 believe progress happens when people feel secure, and we put people first by offering benefits that support their life and well-being.
The Gold Service Program
The Gold Service program is a key contributor to arenaflex's position as a leader in the independent agency channel. Through Gold, we provide industry-leading expertise to help our independent agents grow and care for their customers 24 hours a day, 7 days a week, 365 days a year. Our support not only improves customer experiences but also allows agents to focus on other areas of their business, like promoting quality growth for arenaflex.
Job Summary
We are seeking an experienced Full Stack Customer Service Representative to join our Gold Service team. As a key member of our team, you will be responsible for delivering exceptional customer experiences, building rapport with customers, and resolving inbound phone calls in a fast-paced call center environment. You will work closely with our independent agents to provide industry-leading expertise and support, enabling them to grow and care for their customers.
Responsibilities
* Helps customers in their time of need by building rapport, responding to, and resolving inbound phone calls in a fast-paced call center environment.
- Identifies and provides services and solutions to customers' questions regarding renewals, coverage, eligibility, billing, and policy changes.
- Delivers expertise by identifying and analyzing customer and agent needs to ensure high satisfaction, growth, and retention of business.
- Provides counsel, guidance, and suggestions to customers to adequately cover and protect what they value most, using upselling and cross-selling sales skills to educate customers and agents on new and existing insurance products & services.
- Upholds customer care standards by achieving individual goals on call quality, handle time, lead transfer ratio, adherence, first call resolution, and reliability.
- Maintains and tracks 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.
What We Offer
* Competitive salary and benefits package
- Opportunities for career growth and professional development
- Collaborative and inclusive work environment
- Recognition and rewards for outstanding performance
- Comprehensive training and support to ensure your success
- Flexible scheduling to accommodate your needs
- Opportunities to work with a diverse and global team
Work Environment
* This position may have in-office requirements depending on candidate location.
- All schedules will start between 10:30 a.m. and 1 p.m. EST and include at least one weekend day (Saturday and/or Sunday) each week.
- Paid training is mandatory and will be provided Monday-Friday, 10:00 a.m.-6:30 p.m. EST.
How to Apply
If you are a motivated and customer-focused individual who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please visit our website at [www.arenaflex.com](http://www.arenaflex.com) to learn more about our company culture and values. Apply for this job