Job Description
At arenaflex, we're passionate about revolutionizing the pet health industry with innovative solutions that simplify the pet parenting journey and improve the well-being of pets. As a leading authority in the pet category, we operate with a full stack of resources, capital, and services to support pet parents. Our multi-brand and omni-channel approach includes our own insurance carrier, insurance brands, and partner brands. We're seeking an experienced Licensed Customer Service Representative to join our team and provide exceptional support to policyholders, third-party referral sources, and veterinary clinics. **About arenaflex** arenaflex is a corporate holding company established in 2021, managing a diverse and broad portfolio of modern pet health brands and services, including insurance, pet education, lost recovery services, and more throughout North America. We believe pet insurance is more than a financial product and build solutions to simplify the pet parenting journey and help improve the well-being of pets. **Job Summary** We're seeking a Senior Customer Service Representative who will report to the Customer Service Supervisor. The Senior Customer Service Representative is responsible for providing excellent customer service support to policyholders, third-party referral sources, and veterinary clinics. Supporting new and existing policyholders by explaining services, the claims process, and making policy changes as needed. **Key Responsibilities** * Responds promptly and professionally to inbound calls, online chats, and emails regarding policy coverage and claims. * Builds rapport with policyholders by using customer service skills to listen, understand, and respond to requests and inquiries. * Works to retain policyholders who inquire about canceling by making recommendations for policy changes or coverage enhancements. * Helps policyholders understand their policy coverage, claims processing, and reimbursement process. * Demonstrates ability to work in a metric environment and meeting performance expectations. * Maintains understanding of federal and state regulations to include compliance. * Ability to utilize multiple technical systems effectively and efficiently. * Perform other duties and/or special projects as assigned. **Basic Qualifications** * 2+ years' experience in insurance claims processing or customer support. * Active Property & Casualty (P&C) Producer License. * Bandwidth/Internet requirements: Up to 50Mbps (Download) | 5Mbps (Upload). * You must be 18 years or older. * You must have a high school diploma or equivalent. * You must be willing to submit to a background investigation as part of the onboarding process. * You must be able to satisfy the requirements of Section 1033(E) Of the Violent Crime Control and Law Enforcement Act Of 1994. * Prior experience working in a contact center environment. * Strong customer service skills. * Excellent oral and written communication skills. * Ability to review, record, and organize written data from a variety of sources with no prescribed format is essential. * Training or education in medical terminology or veterinary technician support a plus. **Expected Hours of Work** This is a full-time position with an early shift schedule: * Monday to Friday: 10:30am-7:00pm EST * Saturday: 8:00am-4:30pm EST * The candidate will have the option of taking off Tuesday, Wednesday, or Thursday during the week as their second day off (Sunday being the other day). **Contact Center Hours of Operation** * Monday through Friday: 8:00 am to 9:00 pm (Eastern) * Saturdays: 8:00 am to 4:30pm (Eastern) * Closed Sundays **Benefits and Perks** All of our jobs come with great benefits, including: * Comprehensive full medical, dental, and vision Insurance * Basic Life Insurance at no cost to the employee * Company-paid short-term and long-term disability * 12 weeks of 100% paid Parental Leave * Health Savings Account (HSA) * Flexible Spending Accounts (FSA) * Retirement savings plan * Personal Paid Time Off * Paid holidays and company-wide Wellness Day off * Paid time off to volunteer at nonprofit organizations * Pet-friendly office environment * Commuter Benefits * Group Pet Insurance * On-the-job training and skills development * Employee Assistance Program (EAP) **Accommodations and Diversity** arenaflex welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. **Ready to Join Our Team?** If you're passionate about delivering exceptional customer service and have a strong background in insurance claims processing or customer support, we encourage you to apply for this exciting opportunity. Don't miss out on the chance to join our dynamic team and contribute to the well-being of pets across North America. Apply for this job