Experienced Full Stack Customer Service Representative – Insurance Industry
At arenaflex, we're committed to delivering exceptional customer experiences that set us apart from our competitors. As a purpose-driven organization, we strive to create an environment where employees from all backgrounds can build long and meaningful careers. Our Gold Service program is a key contributor to our success, and we're seeking a talented and dedicated Associate Gold Customer Service Representative to join our team.
About arenaflex
arenaflex is a leading global property and casualty insurer, with a rich history dating back to 1912. We've grown into the sixth largest global insurer, based on 2020 gross written premium, by maintaining our commitment to the belief that progress happens when people feel secure. Our organization is headquartered in Boston, but our people, customers, and reach span the globe. We're organized into three business units to better serve our global customers and employees.
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 put people first by offering benefits that support their life and well-being.
Job Summary
As an Associate Gold Customer Service Representative, you'll play a critical role in delivering exceptional customer experiences and supporting our independent agents. You'll be responsible for building rapport with customers, responding to and resolving inbound phone calls, and providing expertise to ensure high satisfaction, growth, and retention of business. You'll also be expected to maintain accurate data in various computer systems and uphold our customer care standards.
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
- Uses upselling and cross-selling sales skills to educate customers and agents on new and existing insurance products & services
- Upholds our 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
Skills and Competencies
* Billing
- Call Centers
- Communication Skills
- Computer Skills
- Computer Systems
- Cross-Selling
- Customer Experience
- Customer Relations
- Customer Support/Service
- Customer Training
- Customer/Client Research
- Data Quality
- Insurance
- Interpersonal Skills
- Microsoft Office
- Multitasking
- Needs Assessment
- On Call
- Quality Metrics
- Sales
- Standards of Care
- Up-Selling
- Writing Skills
Work Environment and Company Culture
* Our customer service representatives need to be flexible to work within the hours of operation, plus weekends and holidays
- 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: Mandatory attendance is critical to your success and as such is required for the duration of training and performance will be continually assessed throughout
- Training is Monday-Friday, 10:00 a.m.-6:30 p.m. EST
Career Growth Opportunities and Learning Benefits
* arenaflex is committed to fostering an environment where employees can build long and meaningful careers
- We offer comprehensive benefits and continuous learning opportunities to support your professional and personal growth
- Our Employee Resource Groups (ERGs) offer a centralized, open space to bring employees and allies together to connect, learn, and engage
Compensation, Perks, and Benefits
* arenaflex offers a competitive salary and benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off
- We also offer a range of perks, including flexible work arrangements, employee discounts, and access to our Employee Assistance Program
How to Apply
If you're 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 [insert website URL] to learn more about our company culture and values. You can also apply directly through our website or by clicking on the link below. Apply Job!
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. Apply for this job