Customer Service Representative – Insurance Operations & Policy Support – Full‑Time, $21/hr – Ohio
About arenaflex
arenaflex is a leading provider of insurance solutions, dedicated to protecting individuals, families, and businesses across the United States. With a legacy of innovation, reliability, and community focus, arenaflex has built a reputation for delivering personalized service and comprehensive coverage that meets the evolving needs of its customers. Our mission is to simplify the insurance experience, empower policyholders with clear information, and foster long‑term relationships built on trust and transparency.
Why Join arenaflex?
At arenaflex, you will become part of a dynamic, collaborative team that values each employee’s contribution. We invest heavily in professional development, technology, and a supportive culture that encourages growth, creativity, and work‑life balance. Whether you are just starting your career in insurance or looking to deepen your expertise, arenaflex offers a platform where your talents can thrive and your ambitions can be realized.
Position Overview
We are seeking a motivated, detail‑oriented Customer Service Representative to join our Ohio office. In this role, you will serve as the primary point of contact for policyholders, handling inquiries, processing transactions, and ensuring that every interaction reflects arenaflex’s commitment to excellence. The position is full‑time, Monday through Friday, with flexible shift options (8 a.m.–5 p.m. or 9 a.m.–6 p.m.) and a single Saturday per month (9 a.m.–12 p.m.) to support weekend coverage.
Key Responsibilities
- Provide accurate, courteous, and timely responses to customer inquiries regarding insurance products, pricing, coverage options, and policy status.
- Quote insurance premiums, process payments, and execute policy changes such as endorsements, cancellations, and renewals.
- Enter new applicant data into the underwriting system, ensuring completeness and compliance with regulatory standards.
- Maintain detailed records of all customer interactions, updates, and transactions in the CRM platform.
- Identify opportunities to cross‑sell or upsell additional coverage that aligns with the customer’s needs, while adhering to ethical sales practices.
- Collaborate with underwriting, claims, and billing departments to resolve complex issues and deliver seamless service.
- Assist customers in navigating online portals, mobile apps, and self‑service tools, providing guidance and troubleshooting support.
- Stay current on product knowledge, industry trends, and regulatory changes to deliver informed advice.
- Prioritize and manage a high volume of calls, emails, and chat messages while maintaining a high first‑call resolution rate.
- Participate in ongoing training sessions, team meetings, and performance reviews to continuously improve service quality.
Essential Qualifications
- Language Proficiency: Fluent English communication is required; proficiency in Ukrainian or Russian is a significant advantage.
- Insurance Experience: Prior experience in property & casualty (P&C) insurance, including familiarity with policy administration and customer service, is essential.
- Licensing: Possession of a valid P&C license is preferred; candidates without a license must be willing to obtain one within a reasonable timeframe.
- Communication Skills: Demonstrated excellence in phone etiquette, active listening, and clear written communication.
- Organizational Ability: Strong multitasking capabilities, with a proven track record of prioritizing tasks in a fast‑paced environment.
- Technical Aptitude: Comfortable using CRM software, insurance quoting tools, and basic office applications (Microsoft Office Suite).
- Customer‑Centric Mindset: A genuine desire to help customers, resolve issues efficiently, and exceed service expectations.
Preferred Qualifications & Additional Assets
- College degree in Business, Finance, Communications, or a related field.
- Experience with digital insurance platforms or self‑service portals.
- Knowledge of Ohio insurance regulations and compliance requirements.
- Previous experience in a call‑center environment with performance metrics such as AHT (Average Handle Time) and CSAT (Customer Satisfaction Score).
- Certification in customer service excellence (e.g., HDI, COPC).
Core Skills & Competencies
- Problem‑Solving: Ability to quickly assess situations, identify root causes, and propose effective solutions.
- Empathy: Understanding and addressing the emotional needs of customers, especially during claims or policy changes.
- Attention to Detail: Accurate data entry and meticulous documentation to avoid errors that could affect coverage.
- Time Management: Efficiently handling multiple inquiries while meeting service level agreements (SLAs).
- Team Collaboration: Working cooperatively with peers, supervisors, and cross‑functional teams to achieve shared goals.
- Adaptability: Comfort with evolving processes, new technology rollouts, and shifting business priorities.
Work Schedule & Location
This full‑time role is based in Ohio. The standard workweek consists of five days, Monday through Friday, with two shift options:
- 8 a.m. – 5 p.m.
- 9 a.m. – 6 p.m.
Additionally, employees are required to work one Saturday per month from 9 a.m. to 12 p.m. to provide weekend coverage for policyholders who need assistance outside regular business hours.
Compensation, Benefits & Perks
arenaflex offers a competitive hourly wage of $21, complemented by a comprehensive benefits package that includes:
- Health, dental, and vision insurance with employer contributions.
- Retirement savings plan (401(k)) with company matching.
- Paid time off (PTO) and holiday pay.
- Life and accidental death & dismemberment (AD&D) coverage.
- Professional development stipend for certifications, courses, and conferences.
- Employee assistance program (EAP) for mental health and personal support.
- Flexible work arrangements and a supportive, inclusive workplace culture.
Career Growth & Development Opportunities
arenaflex is committed to nurturing talent from within. As a Customer Service Representative, you will have clear pathways to advance into roles such as:
- Senior Customer Service Specialist
- Team Lead or Supervisor
- Insurance Underwriter
- Claims Adjuster
- Product Specialist or Sales Consultant
- Operations Manager
We provide ongoing training, mentorship programs, and access to industry certifications to help you achieve your career aspirations.
Company Culture & Values at arenaflex
Our culture is built on four core pillars:
- Integrity: We act with honesty, transparency, and ethical responsibility in every interaction.
- Customer First: Our customers’ needs drive every decision; we strive to exceed expectations.
- Innovation: We embrace technology and continuous improvement to simplify insurance processes.
- Collaboration: We foster a supportive environment where diverse perspectives are valued and teamwork thrives.
Employees enjoy a vibrant office atmosphere, regular team‑building events, and a commitment to work‑life balance that respects personal commitments and community involvement.
Application Process
Ready to become a trusted voice for arenaflex’s customers? Follow these steps to apply:
- Click the “Apply Job!” button below to access our secure candidate portal.
- Complete the online application, attaching an updated resume and a brief cover letter highlighting your relevant experience.
- Submit any supporting documents, such as your P&C license or language certifications.
- Our recruiting team will review your submission and contact you within 5‑7 business days to discuss next steps.
We encourage candidates from all backgrounds to apply. arenaflex is an equal‑opportunity employer, and we celebrate diversity in our workforce.
Take the Next Step
If you are passionate about delivering exceptional service, thrive in a fast‑moving insurance environment, and are eager to grow your career with a forward‑thinking organization, we want to hear from you. Join arenaflex today and help us shape the future of insurance while building a rewarding professional journey.
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