Job Description
At arenaflex, we're dedicated to delivering exceptional customer experiences that exceed expectations. As a Customer Service Representative on our Vehicle Protection Products team, you'll play a vital role in ensuring our customers receive the highest level of support and care. If you're passionate about helping others, thrive in fast-paced environments, and enjoy working with people, we want to hear from you.
- *Why Join arenaflex?**
- We're a dynamic and collaborative team that values innovation, creativity, and continuous learning.
- Our comprehensive benefits package includes medical benefits, competitive compensation, and paid time off to help you maintain a healthy work-life balance.
- We offer career advancement opportunities to help you grow professionally and personally.
- Our flexible work arrangements allow you to work from home and enjoy a better work-life balance.
- *Key Responsibilities:**
- Handle inbound calls and off-phone work items related to Vehicle Protection Products, including mechanical and electrical breakdown repair contracts, vehicle maintenance contracts, and RV part extended service contracts.
- Address customer inquiries, explain claim procedures, coverage details, and claim details, and relay denied claim determinations.
- Learn to navigate multiple systems, adhere to departmental scripts and processes, and meet quality assurance metrics, average handle time (AHT), and call volume metrics.
- Communicate contract details and language to customers, relay claim details and determinations, and address inbound and outbound calls with repair facilities/service providers related to claim payment delays and processing.
- Perform off-phone tasks, including claim audits, processing claim payments, working inbound and outbound emails and faxes, and handling payment requests coming into queues.
- Collaborate with team members to generate ideas, resolve problems, and maintain a professional image.
- *Ideal Candidate:**
- High school diploma or GED
- 1 year of experience in an office, call center, or customer contact environment
- Excellent written and verbal skills to communicate with team members, management, customers, counselors, and other employees
- Strong customer service skills, ability to work with frequent interruptions and under deadlines, and ability to work collaboratively with others
- Ability to present a professional image, establish courses of action to ensure efficient completion of work, and think creatively and make decisions based on incomplete information
- Ability to process time-sensitive data and information from multiple sources, make decisions based on this data, and effectively communicate the related required actions to a broad audience
- *Preferred Qualifications:**
- 2+ years of experience in an office, call center, or customer contact environment
- Previous experience as a team leader or trainer in an office, call center, or customer contact environment
- 620, 440, or other applicable and relevant licenses or certifications
- *Working Conditions and Physical Requirements:**
- General office demands
- Full-time job with varying schedules, including Monday - Friday 6 am - 9 pm CST and Saturday 7 am - 7 pm CST
- Work schedules are generally set for several months at a time but are subject to change based on business needs
- Periodic shift bids help determine your work schedule, and you must have a reasonable degree of schedule availability and flexibility to work varying schedules throughout the year
- Shifts are typically 8 hours per day and can range anywhere between 6am to 9pm CST
- While working remotely, you're required to have internet services with a minimum internet speed of 25 Mbps on the download side and a minimum of 15 Mbps on the upload side
- *How to Apply:**
If you're passionate about delivering exceptional customer experiences and thrive in fast-paced environments, we encourage you to apply for this exciting opportunity. Visit our website to learn more about arenaflex and our commitment to excellence.