Experienced Customer Service Representative – Retirement Plan Services (Fort Wayne, IN Training)
At arenaflex, we're passionate about empowering our customers to take charge of their lives. As a Customer Service Representative, you'll play a vital role in delivering exceptional service to individuals who have questions or concerns regarding their retirement plans. If you're a people person with a passion for helping others, we encourage you to apply for this exciting opportunity.
About arenaflex
arenaflex is a leading provider of financial services, helping people plan, protect, and retire with confidence. With a rich history dating back to 1905, we've grown to become one of the largest financial services companies in the United States. Our commitment to innovation, customer-centricity, and community involvement has earned us a reputation as a trusted partner for individuals, families, and businesses.
The Role
As a Customer Service Representative, you'll be the primary point of contact for individuals who have questions or concerns regarding their retirement plans. You'll serve as a subject matter expert, educating customers about their retirement plans using excellent customer service and problem-solving skills to create a positive experience. This role offers a unique opportunity to gain insight into the world of retirement plan operations while developing new skills through our defined career pathing and development program.
Key Responsibilities
- Answer inbound calls, which can average 60-90 calls per day, and respond to email correspondence from internal and external stakeholders, addressing customer service inquiries and concerns. - Work in a fast-paced, highly structured, team-oriented environment with a diverse group of employees focused on meeting the needs of the company and our customers through problem resolution. - Meet and/or exceed all established key performance goals, including call metrics and quality. - Build rapport with and educate our customers about their retirement plans while researching multiple systems, databases, platforms, and software. - Provide accurate, detailed information about the retirement plan, recognizing what needs to be done to meet the customer's needs and demonstrating flexibility and responsiveness through problem resolution. - Demonstrate professionalism and maintain composure in the face of high call volume, shifting priorities, and rapid change. - Identify and recommend process improvements and organizational initiatives to positively influence the team and quality.
Training and Development
- Receive several weeks of paid training, coaching, and development to prepare you for success in this fast-paced environment. - Participate in a comprehensive training program led by one of our dedicated trainers, along with a cohort of peers and managers. - Develop foundational knowledge and skills to excel in a career with arenaflex.
Work Environment and Schedule
- Work from home following 8 weeks of onsite training in the Fort Wayne, IN office. - Regular schedule: Call center hours are 8:00am – 8:00pm EST Monday – Friday; post-training schedule will be 11:15am – 8:00pm EST. - Must adhere to scheduled breaks and lunches as required. - Will work overtime as needed during peak volumes.
Advancement Opportunities
- Progression in role may include assisting customers in troubleshooting complex website issues and supporting customers in plans with service level agreements. - Further promotion opportunities exist within the Call Center. - Career growth and development opportunities are available, including leadership development and virtual training programs.
Compensation and Benefits
- Competitive hourly rate: $19.42 per hour. - Additional $1.00 per hour for bilingual candidates (English and Spanish). - Comprehensive benefits package, including health insurance, 401(k) matching, and paid time off. - Opportunities for career growth and advancement. - A dynamic and supportive work environment.
Requirements
- High School Diploma or GED. - 0-1+ years of general experience (does not need to be directly related to the position). - Strong written and verbal communication skills. - Ability to work with others in a fast-paced, team environment. - Ability to quickly learn complex systems and product knowledge. - Ability to navigate through multiple systems/databases/platforms/software while engaging in customer conversations. - Ability to be adaptable and flexible as business needs change. - Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
Preferred Qualifications
- Associate's degree or post-secondary education. - 2+ years of previous service industry and/or financial services experience. - Previous remote or work-from-home experience. - Passion for helping, servicing, and educating others and the desire to build rapport during each interaction. - Ability to research and problem-solve while providing outstanding customer service. - Strong analytical skills with the ability to multi-task while maintaining strict attention to details to adhere to policies, procedures, and guidelines. - Solid relationship management skills with customers, management, peers, and colleagues.
What We Offer
- Clearly defined career tracks and job levels, along with associated behaviors for each arenaflex leadership attribute. - Leadership development and virtual training opportunities. - PTO and parental leave. - Free financial counseling, health coaching, and employee assistance program. - Tuition assistance program. - A leadership team that prioritizes your health and well-being, offering a remote work environment and flexible work hybrid situations. - Effective productivity and technology tools and training.
How to Apply
If you're a motivated and customer-focused individual looking for a challenging and rewarding career opportunity, we encourage you to apply for this exciting role. Please submit your application through our website, and we'll be in touch to discuss your qualifications further.
Equal Opportunity Employer
arenaflex is an equal opportunity employer and is committed to creating a diverse and inclusive work environment. We welcome applications from qualified candidates of all backgrounds and perspectives. Apply for this job