Job Description
At arenaflex, our people are our greatest differentiator and competitive advantage in the markets we serve. We are all united in delivering the best experience for our customers. We work together each day to foster an inclusive workplace culture where all of our employees feel respected, valued, and have an opportunity to contribute to the company's success. **Job Description** We are seeking an experienced Sales and Service Representative to join our Customer Care Center organization. As a Sales & Service Representative, you will handle customer inquiries such as filing disputes, assisting with online banking questions, and other various tasks. A majority of the calls are service-related, and we expand the conversation by presenting products and services that will grow their relationship with arenaflex. In some instances, customers are inquiring on a specific product or service, and we educate them on the best options for their individual situation. **Key Responsibilities:** * Perform customer service and sales support activities and initiatives. * Transition service conversations to present sales opportunities to increase share of wallet to customers. * Handle inquiries and offer home secured lending products. * Support a complex dedicated suite of products/services, and/or leverage an advanced process or tool to support external customers. * Deliver the CARES model to customers and service partners. * Receive, investigate, and respond to customer service and sales inquiries regarding products, services, and issues via all channels through which customers are served. * Refer applicable products and services, recommend appropriate solutions, and follow defined treatments. * Resolve customer service inquiries and issues, recommend appropriate solutions, and maintain high levels of customer satisfaction consistent with arenaflex's core values. * Document customer interactions and thoroughly complete service requests to minimize customer effort or additional action. **Work Environment and Culture:** * This is a remote position, and work may be performed from a quiet, confidential space in a home location, approved by arenaflex. * Variety of shifts available between 9:00am – 9:00pm Eastern, including permanent or rotating weekend days. * Weekend hours are 7:45am-5:00pm Eastern. * arenaflex fosters an inclusive and accessible workplace, providing reasonable accommodations to employment applicants and qualified individuals with a disability who need an accommodation to perform the essential functions of their positions. **Essential Qualifications:** * High school diploma or GED. * 1+ years of related experience. * Comparable combination of education, job-specific certification(s), and experience (including military service) may be considered. * Home Lending Designated Lender Certification – arenaflex Financial Services Group, Inc. **Preferred Qualifications:** * Accountability, Continual Improvement Process, Customer Interactions, Customer Service, Decision Making, Relationship Building, Results-Oriented, Technical Support. * Accuracy and Attention to Detail, Customer Experience Management, Effective Communications, Fraud Detection and Prevention, Knowledge of a Specific Customer Support Function, Managing Multiple Priorities, Problem Solving, Products and Services, Selling, Tech Savvy. **Skills and Competencies:** * Strong communication and interpersonal skills. * Ability to work in a fast-paced environment and adapt to changing priorities. * Proficiency in using technology, including computers, software, and communication tools. * Strong problem-solving and analytical skills. * Ability to work independently and as part of a team. * Strong customer service skills, with a focus on delivering exceptional customer experiences. **Career Growth Opportunities and Learning Benefits:** * arenaflex offers a comprehensive range of benefits to help meet your needs now and in the future. * Opportunities for career growth and professional development, including training and education programs. * Collaborative and inclusive work environment, with a focus on teamwork and open communication. **Compensation, Perks, and Benefits:** * Base Salary: $28,000.00 – $64,350.00. * Salaries may vary based on geographic location, market data, and individual skills, experience, and education. * Incentive eligibility with payment based on company, business, and/or individual performance. * Comprehensive benefits package, including medical, dental, and vision options, employee and spouse/child life insurance, short and long-term disability protection, 401(k) with arenaflex match, pension, and stock purchase plans, dependent care reimbursement account, back-up child/elder care, adoption, surrogacy, and doula reimbursement, educational assistance, and a robust wellness program with financial incentives. * Paid time off, including maternity and/or parental leave, up to 11 paid holidays each year, 8 occasional absence days each year, unless otherwise required by law, between 15 to 25 vacation days each year, depending on career level, and years of service. **Equal Employment Opportunity (EEO):** * arenaflex provides equal employment opportunity to qualified persons regardless of race, color, sex, religion, national origin, age, sexual orientation, gender identity, disability, veteran status, or other categories protected by law. * This position is subject to the requirements of Section 19 of the Federal Deposit Insurance Act (FDIA) and, for any registered role, the Secure and Fair Enforcement for Mortgage Licensing Act of 2008 (SAFE Act) and/or the Financial Industry Regulatory Authority (FINRA), which prohibit the hiring of individuals with certain criminal history. **California Residents:** * Refer to the California Consumer Privacy Act Privacy Notice to gain understanding of how arenaflex may use or disclose your personal information in our hiring practices. If you are a motivated and customer-focused individual who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity to join our team at arenaflex. Apply for this job