Experienced Full Stack Customer Care Representative – Hybrid Insurance Support

At arenaflex, we're more than just an insurance company – we're a team of dedicated professionals who strive to deliver peace of mind to our customers by providing protection and comprehensive advice. As a Customer Care Representative, you'll play a critical role in supporting our customers and agents, providing exceptional service, and helping them navigate their insurance needs.

About arenaflex

arenaflex is an award-winning, equal opportunity employer committed to the strength of a diverse workforce. We're dedicated to supporting the well-being of our people through our extensive suite of benefits, as well as the well-being of the communities we serve through employee volunteer programs and nonprofit partnerships. Our high-performance culture is focused on results and the people who achieve them. We hold ourselves and others accountable for sustainably growing the business and each other. We seek solutions, own our actions, and grow through discomfort. We see setbacks as opportunities while continuously asking ourselves how we impact our customers.

The Role

As a Customer Care Representative, you'll be the first point of contact for our customers, supporting inquiries and insurance policy needs by answering questions regarding coverage, rates, billing issues, and general policy reviews. You'll work in a fast-paced, dynamic environment, using your problem-solving skills and technical aptitude to resolve customer issues and provide exceptional service.

Key Responsibilities:

* Deliver exceptional customer service while proactively seeking solutions within compliance and legal requirements

• Communicate with customers via multiple channels (phone, chats, emails) while navigating multiple systems and platforms
• Receive and respond to inquiries related to insurance matters, interact with customers, agents, and others to resolve moderately complex issues regarding policy provisions and conditions
• Access account information and communicate while working in multiple systems, use account information, deep product knowledge, and knowledge of compliance or legal requirements to make appropriate recommendations or decisions
• Escalate unresolved issues requiring advanced support for further resolution
• Build knowledge and acumen through self-directed learning, stay informed about underwriting and policy guidelines and other updates including compliance and legal requirements
• Actively listen to customer concerns to identify trends or patterns, recognize opportunities for process improvement and make recommendations to leadership
• Partner with various departments including Policy Support, Claims and Underwriting to respond to customer inquiries, may work with external vendors to further address customer needs

Experience Requirements:

* Minimum of 1-3 years customer service experience

• 1 year of experience in call center environment or related field preferred
• Experience providing customer support within a high-volume, complex environment preferred
• Strong technical aptitude:

+ Intermediate computer skills with ability to navigate multiple systems simultaneously + Able to troubleshoot basic issues with equipment such as headset, internet, and connectivity + Experience with Microsoft Office suite of tools preferred

The Details:

* Start Date: Tuesday, July 22nd

• Location: 5665 N. Kraft Lake Dr. Caledonia, MI 49316
• You must be located within 50 miles of the Caledonia, MI office
• During and after training, you will need to provide a quiet, distraction-free environment and high-speed internet
• Training:

+ Your first week with arenaflex (July 22nd - July 25th) will be fully remote + Class Training will last approximately 8-10 weeks through our award-winning University of arenaflex + Hours during training will be 10:30 AM to 7:00 PM EST + Once class training ends, you will continue working Hybrid until approximately 6 months from your start date with the hours of 10:00AM to 6:30PM

Compensation:

* Pay is $22.31/hour based on location

• Annual performance-based bonus potential up to 10%
• As a Customer Care Representative, you'll enjoy our Total Rewards Program to help secure your financial future and preserve your health and well-being including: 401(K) Plan, Generous PTO, Tuition Reimbursement, Paid Training, and much more

Education Requirements:

* High School Diploma or equivalent required

• Other: Personal Lines or Property and Casualty license may be required for this role. If required, licensing exam must be obtained within a designated number of attempts or testing window in the state(s) in which the license is acquired

Physical Actions:

* This role, whether performed virtually or in an office setting, will include normal and customary distractions, noise, and interruptions

• Sits or stands for extended periods of time, up to a full work shift
• Occasionally reaches overhead and below the knees, including bending, twisting, pulling, and stooping
• Occasionally moves, lifts, carries, and places objects and supplies weighing 0-10 pounds without assistance
• Listens to, interprets, and differentiates auditory information (example others speaking) at normal speaking levels with or without correction
• Visually verifies and reads information
• Visually locates material, resources and other objects
• Ability to continuously operate a computer for extended periods of time, up to a full work shift
• Physical dexterity sufficient to use hands, arms, and shoulders repetitively to operate keyboard and other office equipment up to a full work shift

Benefits:

* arenaflex offers a competitive salary commensurate with experience, qualifications and location

• Bonus Opportunity (based on Company and Individual Performance)
• 401(k)
• Medical
• Dental
• Vision
• Health Savings and Flexible Spending Accounts
• Life Insurance
• Paid Time Off
• Paid Parental Leave
• Tuition Assistance

Why Join arenaflex?

* We're a company that values our employees and provides a supportive and inclusive work environment

• We offer a comprehensive benefits package to help you secure your financial future and preserve your health and well-being
• We're committed to giving back to our communities through employee volunteer programs and nonprofit partnerships
• We're a company that's always looking for ways to improve and innovate, and we encourage our employees to do the same

How to Apply:

If you're a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity. Please submit your application through our website or by clicking the "Apply Job!" button below. Apply for this job