At arenaflex, we're on a mission to deliver exceptional customer experiences that exceed our clients' expectations. As a Customer Service Specialist I, you'll play a vital role in achieving this goal by providing top-notch support to our customers through inbound and outbound calls, emails, and chats. If you're a motivated and customer-focused individual with a passion for delivering exceptional service, we want to hear from you!
**About arenaflex**
arenaflex is a dynamic and fast-growing provider of workers' compensation insurance and services. We're committed to providing a positive, challenging work environment that fosters growth and innovation. Our core values – Integrity, Customer Focus, Collaboration, Initiative, Accountability, Innovation, and Personal Fulfillment – guide everything we do, from the way we interact with our clients to the way we treat each other.
**Job Summary**
As a Customer Service Specialist I, you'll be responsible for delivering exceptional customer experiences while answering calls, emails, or chats from multiple workgroups. You'll provide accurate information, answer questions, and facilitate resolutions to customer inquiries while demonstrating excellent customer service and integrity. If you're a goal-oriented individual with a passion for delivering exceptional service, we want to hear from you!
**Essential Duties and Responsibilities**
* **Customer Experience – Call Center**
+ Deliver an exceptional customer experience while answering calls, emails, or chats from a minimum of 2 workgroups.
+ Provide information, answer questions, and facilitate resolution to customer inquiries.
+ Provide accurate information to customers in accordance with company policy and department guidelines.
+ Defuse situations through research, customer education, and investigation.
+ Demonstrate listening skills while exhibiting excellent customer service and integrity to promote ease of doing business with arenaflex.
* **Process and Procedure – Call Center**
+ Document details of interactions consistently, timely, and accurately.
+ Act in accordance with policies, procedures, statutes, and state laws, as applicable.
+ Process requests for forms and applications.
+ Route calls when necessary to appropriate resources.
+ Assist clients with registering and navigating arenaflex online systems.
+ Follow through on customer communications via phone, email, or chat as needed.
* **Functional and Technical – Call Center**
+ Display basic knowledge and competency in assigned workgroup(s).
+ Meet performance and quality standards.
+ Recognize and alert management of trends in customer calls.
+ Utilize internal and external resources to improve knowledge and skill base.
+ Other duties may be assigned.
**Job Requirements**
* **Education**
+ High School diploma or GED equivalent.
* **Experience**
+ One (1) year of experience in office, in a call center environment.
* **Skills**
+ Ability to perform multiple tasks simultaneously.
+ Ability to adjust priorities appropriately in a fast-paced environment.
+ Ability to conduct business efficiently and effectively over the telephone utilizing proper phone etiquette.
+ Ability to read, write, and communicate clearly in English.
+ Demonstrated customer service experience.
+ Possess expert PC skills including Outlook, Word, Excel spreadsheets, and Internet use.
+ Demonstrate attention to detail with timeliness and accuracy.
+ Maintain high standards, measures despite pressing deadlines and added responsibilities.
**Preferred Qualifications**
* **Experience**
+ Experience with cloud-based Call Center ACD/CRM software.
+ Experience with Five9 telephony system.
+ Relevant product knowledge (Insurance or Workers' Compensation).
+ Bilingual English/Spanish communication skills.
* **Education**
+ Associates Degree.
**Work Environment**
* **Location**
+ This position is required to be in-office full-time (located in Maitland, FL) with minimal travel to other office locations/meeting locations occasionally.
* **Equipment**
+ This role potentially and will routinely use office equipment such as computers, phones, printers, and web conferencing technology as examples.
* **Physical Demands**
+ This is largely a sedentary role; however, some mobility is required.
+ May work early, late, or occasional weekend hours to accommodate business needs.
+ Occasional lifting of a maximum of 30lbs.
* **Reasonable Accommodations**
+ Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
**Compensation and Benefits**
* **Pay Rate**
+ $20.50 per hour (21.50 per hour for bilingual (Spanish)).
* **Benefits**
+ Comprehensive benefits package with 401k and match.
+ Please follow the link to our benefits page for details! [https://www.arenaflex.com/careers/our-benefits-and-perks/](https://www.arenaflex.com/careers/our-benefits-and-perks/)
**Start Date**
* **February 3rd, 2025**
* **Must be able to start 02/03/2025 and work without interruption for the first two training weeks, as they are crucial to understanding the functions of the role**
If you're a motivated and customer-focused individual with a passion for delivering exceptional service, we want to hear from you! Apply now to join our team as a Customer Service Specialist I and be a part of arenaflex's mission to deliver exceptional customer experiences that exceed our clients' expectations.
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