Experienced Customer Care Advocate – Identity Protection and Credit Services

At arenaflex, we're dedicated to building a culture where our associates are empowered to take ownership of their careers and pursue their passions. We believe in fostering a collaborative environment where our team members can learn, grow, and thrive. As a Customer Care Advocate, you'll be at the forefront of delivering exceptional customer experiences, providing expert assistance to potential victims of identity theft, and educating them on the best practices to protect their identity.

About arenaflex

arenaflex is a leading provider of credit and identity protection services, committed to helping individuals and businesses navigate the complexities of credit and identity management. With a rich history of innovation and a passion for customer satisfaction, we're dedicated to making a positive impact on our customers' lives.

Job Summary

We're seeking an experienced Customer Care Advocate to join our team in Crum Lynne, PA. As a Customer Care Advocate, you'll be responsible for providing exceptional customer care in a fast-paced structured contact center environment. You'll be the first-line contact for customer issues, requiring a polished professional with true customer dedication. If you're passionate about delivering outstanding customer experiences and have a strong background in customer service, we encourage you to apply.

Responsibilities

As a Customer Care Advocate, you'll be responsible for:

• Providing extraordinary customer care in a professional manner by providing expert assistance to potential victims of identity theft through breaches or other circumstances in a fast-paced structured contact center environment
• Demonstrating active listening to understand the customer's issue, displaying empathy, and providing the appropriate response or remedy to resolve all concerns
• Educating and advising potential victims of identity theft on the best practices to protect their identity
• Ensuring service is prompt yet provides full resolution of the customer's concern or inquiry
• Answering all questions related to our products completely and accurately, and escalating when necessary
• Providing exceptional care and support to customers by answering questions, providing proactive identity protection and advice, and assisting the customers with questions and issues connected to credit services and credit monitoring through impressive communication skills
• Resolving customer concerns to the satisfaction of the customer, within Resolution Center guidelines (taught in training) and up to Company standards
• Driving first contact – owning the customer experience and working to exceed their expectations
• Educating and empowering our customers to become better users of their services, directing them toward available resources for self-help as appropriate
• Place outbound calls to customers as required to complete resolution
• Proactively looking for solutions to problems and proposing improvements to leadership if something could work better

Qualifications

To be successful in this role, you'll need:

• High school diploma required; Associate or bachelor's degree is a plus
• 2+ years of Customer Service or Contact Center experience in a remote and/or office setting, particularly in a smaller environment where a wide breadth of knowledge and detail is necessary
• Preferred industries: identity theft, credit card, cell phone, mortgage, financial services
• Proficiency in MS Office and the Internet – strong technical skills with ability to troubleshoot, including accurate data entry, and knowledge of / experience in customer-relationship management system(s)

Shift Hours

We offer flexible shift hours to accommodate your needs:

• Sunday-Tuesday 9:30am-6pm EST, Thursday-Friday 10:30am-7pm EST (shift differential for the weekends)
• OR Monday-Wednesday 11:30 am- 8 pm EST
• Saturday & Sunday 9:30 am -6:00 pm EST (shift differential for the weekends)
• OR Monday-Thursday 10:30 am-7pm EST
• Saturday, 9:30 am -6:00 pm EST (shift differential for the weekends)

Benefits

As an arenaflex associate, you'll enjoy a comprehensive benefits package, including:

• Flexible time off for exempt associates
• Paid time off for non-exempt associates
• Up to 12 paid holidays per year
• Health benefits (including medical, dental, and vision plan options and health spending accounts)
• Mental health support
• Disability benefits
• Up to 12 weeks of paid parental leave
• Adoption assistance
• Fertility planning coverage
• Legal benefits
• Long-term care insurance
• Commuter benefits
• Tuition reimbursement
• Charity gift matching
• Employee stock purchase plan
• 401(k) retirement savings with employer match
• Access to arenaflex's Employee Resource Groups

Diversity and Inclusion

arenaflex is committed to being a place where diversity is not only present, it is embraced. As an equal opportunity employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability status, veteran status, genetic information, marital status, citizenship status, sexual orientation, gender identity, or any other characteristic protected by law.

Pay Scale Information

The pay range for this position is $18.22 - $26.44 per hour. The pay range for this position reflects a reasonable estimate of the range of compensation for this job. At arenaflex, actual compensation is based on careful consideration of additional factors such as (but not limited to) an individual's education, training, work experience, job-related skill set, location, and industry knowledge, as well as the scope and responsibilities of the position and market considerations.

How to Apply

If you're passionate about delivering exceptional customer experiences and have a strong background in customer service, we encourage you to apply. Please submit your application through our website or by clicking on the "Apply for the job now!" link below. Apply for the job now! Apply for this job Apply for this job