Join arenaflex, a leading insurance provider, as a Customer Care Representative in our Caledonia, MI office. As a key member of our team, you will be responsible for delivering exceptional customer service, resolving customer inquiries, and providing support to our agents and customers. If you're passionate about helping others and have a strong technical aptitude, we encourage you to apply for this exciting opportunity.
**About arenaflex**
arenaflex is a dynamic and innovative company that strives to deliver peace of mind to our customers by providing protection and comprehensive advice. We're more than just a company – we're a community that values collaboration, creativity, and innovation. 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.
**Our Culture**
At arenaflex, we're committed to the strength of a diverse workforce and dedicated to supporting the well-being of our people through our extensive suite of benefits. We're also passionate about giving back to our communities through employee volunteer programs and nonprofit partnerships. Our culture is built on the principles of collaboration, creativity, and innovation, which thrives when we have the ability to work flexibly in a virtual setting as well as the opportunity to be together in person.
**The Position**
As a Customer Care Representative, you will 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 will work closely with our agents and customers to resolve moderately complex issues, evaluate and interpret policy information, and make appropriate recommendations or decisions.
**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
* 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
**The Details**
* Start Date: Tuesday, June 24th
* 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 (June 24th-27th) will be fully remote
+ Class Training will last approximately 8-10 weeks through our award-winning University of arenaflex
+ Throughout this paid training, you'll experience a blend of instructor-led skills training, peer mentoring, and coaching in a live, real-world environment designed to ease you into live work with our agents and/or customers
+ Beginning your 2nd week of training, you will be in office Mondays through Thursday and training virtually on Fridays
+ Your first day in office for training will be Monday, June 30th!
+ Once class training ends, you will continue working Hybrid until December 24th (approximately 6 months from your start date)
+ During this time, you will work 3 days in office (Tuesday being a required day & the other 2 being flexible) and 2 days virtually
+ After the 6 months, this position will be FULLY REMOTE
* Normal Business Hours:
+ Monday-Friday 8:00am-9:30pm EST
+ Saturday 9:00am-9:30pm EST
+ Sunday 9:00am-9:30pm EST (chat only)
**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!
**Experience Requirements**
* Minimum of 1-3 years customer service
* 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
**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
**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
* For more information, review “What we offer” on our website
**How to Apply**
If you're passionate about delivering exceptional customer service and have a strong technical aptitude, we encourage you to apply for this exciting opportunity. Please submit your application promptly, as we typically close open positions within 8 to 21 days after posting.
**Equal Opportunity Employer**
arenaflex is an Equal Opportunity Employer and does not discriminate in any employer/employee relations based on race, color, religion, gender, sexual orientation, gender expression, genetic information, national origin, age, disability, marital status, military and veteran's status, or any other basis protected by applicable discrimination laws.
**Contact Us**
Want to learn more about our culture and opportunities? Check out our website and be sure to follow us on social media to stay up-to-date on the latest news and events.