At arenaflex, we're dedicated to providing affordable home financing solutions for our customers, and we're looking for a talented Customer Service Representative to join our team. As a mortgage banking firm with a rich history dating back to 1960, we're committed to delivering exceptional service and professionalism to our customers. If you're passionate about delivering excellence in customer service and have a knack for building rapport with customers, we want to hear from you.
**About arenaflex**
arenaflex is a leading mortgage banking firm that's been serving the home owner/buyer community for over six decades. Our goal is to provide affordable home financing solutions that meet the unique needs of our customers. We're proud of our reputation for delivering exceptional service and professionalism, and we're committed to continuing this tradition of excellence.
**Job Summary**
As a Customer Service Representative at arenaflex, you'll play a critical role in providing friendly, knowledgeable, and efficient service to our customers and staff. You'll be responsible for answering and servicing calls in a professional, timely, and efficient manner, building rapport with customers, and resolving issues and concerns via phone, email, and written correspondence. If you're passionate about delivering exceptional customer service and have a knack for building rapport with customers, we want to hear from you.
**Key Responsibilities**
* Answer and service calls in a professional, timely, and efficient manner
* Build rapport with customers by greeting them in a courteous, friendly, and professional manner
* Listen attentively to customer needs and concerns; demonstrate empathy and patience
* Explore, analyze, and respond to customers' issues and concerns via phone, email, and written correspondence
* Use decision-support computer software programs to respond to typical customer work/service order inquiries and requests
* Verify customers' understanding of the servicing of their loan, and clarify/provide additional information as needed
* Provide accurate and complete information to resolve issues, and follow up on any outstanding issues or commitments promptly and when promised
* Prepare complete and accurate call notes, written documentation, etc., and update customer files in the system
* Communicate effectively with individuals/teams to ensure high-quality and timely responses and resolutions to customer requests
* Transfer misdirected customer requests to the right party, and escalate calls when needed
* Contribute ideas and suggestions to resolve problems, provide a great customer service experience, and/or improve productivity
* Participate in activities designed to improve customer satisfaction and business performance
* Stay current on changes in industry regulations
* Demonstrate and promote arenaflex Core Values
**Essential Qualifications**
* Bilingual in Spanish is preferred
* High school diploma or equivalent preferred, along with a minimum of two years total work experience in high-volume customer service role(s)
* Prior experience in consumer/mortgage lending, banking, or related industry/positions strongly preferred
* Passionate about delivering excellence in customer service within a team environment
* Demonstrate patience and professionalism when interacting with consumers
* Ability to work in a sometimes emotionally demanding role that requires patience and professionalism while interacting with consumers experiencing financial and emotional stress
* Excellent verbal and written communications skills required
* Highly organized and detail-oriented; ability to work in a fast-paced, metrics-driven environment required
* Basic math skills required
* Proficiency with data entry, Microsoft Word, Excel, PowerPoint, and Outlook required
* Familiarity with document retention software; Blitzdoc preferred
**Preferred Qualifications**
* Prior experience in mortgage banking or related industry/positions
* Experience with decision-support computer software programs
* Experience with customer relationship management (CRM) software
* Experience with data analysis and reporting
* Experience with process improvement and quality assurance
**Work Environment**
* Work is primarily sedentary; mobility in an office setting
* Manual dexterity: frequent use of computer keyboard and mouse
* Audio/visual: ability to accurately interpret sounds and associated meanings at a volume consistent with interpersonal conversation
* Environmental: office environment – no substantial exposure to adverse environmental conditions
**Compensation and Benefits**
* Competitive compensation package, including hourly rate of $22-$23 per hour
* Excellent benefits package, including medical, dental, vision, life insurance, AD&D, LTD, and 401(k) with employer match
* Pleasant work environment with a team-oriented culture
* Opportunities for career growth and professional development
**How to Apply**
If you're passionate about delivering exceptional customer service and have a knack for building rapport with customers, we want to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you!
**Equal Opportunity Employer**
arenaflex is an Equal Opportunity Employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and diverse work environment that values and respects the contributions of all employees.
**Targeted Salary Range**
$22-$23 per hour
**Shift Schedule**
Monday – Friday, 8:30am – 5:00pm PST
**REQ#:**
CUSTO016251
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