Experienced Customer Service Representative (FNOL) – Remote Opportunity with arenaflex

Join arenaflex, a Fortune 500 company, as a valued member of our diverse and inclusive team. As a Customer Service Representative (FNOL), you will play a vital role in delivering exceptional service to our customers, while working in a dynamic and supportive environment.

About arenaflex

arenaflex is a leading insurance company that has been serving customers for over 90 years. With a strong presence in 12 states and the District of Columbia, we pride ourselves on our commitment to excellence, innovation, and customer satisfaction. Our team of over 5,000 employees is dedicated to providing top-notch service, and we're looking for talented individuals like you to join our ranks.

Benefits That Go Beyond the Basics

At arenaflex, we believe in taking care of our employees, just as we take care of our customers. That's why we offer an exceptional benefits package, including:

• Premier health, prescription, dental, and vision benefits for you and your dependents, with coverage starting on your first day of work
• Low contributions to medical and prescription premiums, with up to 97% of employee premium costs paid by the company
• A traditional pension plan, one of only 13 Fortune 500 companies to offer this benefit
• A 401(k) plan with up to 4% contribution match
• Paid time off, including vacation, personal days, sick days, bereavement days, and parental leave
• Career development opportunities, including tuition reimbursement and industry designations
• Additional benefits, such as company-paid basic life insurance, short- and long-term disability insurance, orthodontic coverage, adoption assistance, fertility and infertility coverage, well-being programs, paid volunteer hours, and dollar-for-dollar matching of charitable gifts

Position Summary

As a Customer Service Representative (FNOL), you will be responsible for providing exceptional service to customers, policyholders, agents, claimants, and employees. You will use various platforms to actively listen to customers, clarify information, and offer possible solutions by utilizing your knowledge of arenaflex products, services, and policies. This is a 2nd shift position, with a schedule from 3:00 PM to 11:00 PM, 5 days a week. You must be flexible to work Monday through Sunday and holidays.

Duties and Responsibilities

* Utilize various platforms to respond to inquiries from customers

• Apply a working knowledge of arenaflex and department policies and procedures to have business-appropriate conversations, while directing the customer to the appropriate business decision
• Resolve issues within scope of authority, escalating to appropriate area/person of authority as determined by company/department policy and procedure
• Manage and service office account books of business, in accordance with arenaflex policy and procedures, and within scope of authority
• Apply proficient knowledge of arenaflex systems and products by responding to callers' concerns for all lines of business
• Process loss reports and claims within scope of authority and guidelines provided
• Provide claims services, including but not limited to repair options, rental reservations, property mitigation, and towing
• Attend training and informational meetings to learn and maintain a working knowledge of arenaflex policies, procedures, and processing systems, as well as industry knowledge and applicable licensure
• Train and mentor less experienced staff, and act as subject matter expert (SME) for department and projects, as applicable

Essential Functions

* Utilize various platforms to respond to inquiries from customers

• Apply a working knowledge of arenaflex and department policies and procedures to have business-appropriate conversations
• Resolve issues within scope of authority
• Manage and service office account books of business
• Apply proficient knowledge of arenaflex systems and products
• Process loss reports and claims
• Provide claims services

Competencies

* Values diversity and inclusion

• Demonstrates nimble learning and self-development
• Has job-specific knowledge and collaborates with others
• Focuses on customer satisfaction and cultivates innovation
• Instills trust and optimizes work processes
• Ensures accountability and has detail orientation
• Makes decisions that meet quality standards

Qualifications

* High school diploma or GED required

• Previous customer service experience preferred
• Demonstrated ability to type a minimum of 28 words per minute preferred
• Proficiency with word processing and spreadsheet software required
• Completion or active pursuit of insurance education preferred
• Preferred courses or designations: General Insurance (INS 21, 22, 23) AIS (Associate in Insurance Services)

Physical Requirements

* Lifting 0-20 lbs: frequent (50-80%)

• Lifting 20-50 lbs: occasional (20%)
• Lifting over 50 lbs: occasional (20%)
• Driving: rarely
• Pushing/Pulling: frequent (50-80%)
• Manual Keying/Data Entry: frequent (50-80%)
• Climbing: rarely

Salary and Location

* Expected salary: $30,686 - $49,018 per year

• Location: Erie, PA (with remote opportunity available for candidates in Ohio and Pennsylvania)

How to Apply

If you believe you have what it takes to join our team, submit your application without delay. We're keen to hear from talented candidates like you. Apply to this job Apply for this job