Experienced Bilingual Customer Engagement Representative – Hybrid Role for Powersports Loan Servicing and Customer Support at arenaflex

Introduction to arenaflex

arenaflex is at the forefront of revolutionizing recreational purchases by providing a seamless, end-to-end digital buying experience. By combining cutting-edge technology and innovative risk strategies, we make lifestyle purchases - such as powersports vehicles, RVs, and OPE - fast, easy, and accessible to everyone. Our mission is to connect people with their passions, and we achieve this by inspiring enthusiasts with our editorial brands, instantly prequalifying consumers for financing online, routing customers to dealerships for an easy closing, and supporting customers throughout their loan with superior loan servicing.

About the Role

We are seeking a highly skilled and experienced Bilingual Customer Engagement Representative to join our team in Irving, Texas. As a key member of our Servicing Center, you will play a crucial role in building a best-in-class servicing organization for our growing portfolio of Powersports loans. This is a hybrid role that offers the flexibility of working from home and in the office, providing an ideal work-life balance. If you are passionate about delivering exceptional customer service, have a strong work ethic, and are fluent in Spanish, we encourage you to apply for this exciting opportunity.

Key Responsibilities

As a Bilingual Customer Engagement Representative, your primary responsibilities will include:

• Handling an average of 80 inbound and outbound calls per day, providing exceptional customer service and support to our clients.
• Processing phone payments and ensuring timely and accurate transactions.
• Conducting outbound customer interview calls to gather information, resolve issues, and provide support.
• Communicating and resolving customer issues via online chat channels, ensuring prompt and effective solutions.
• Resolving common customer concerns regarding their powersports loan, including payment issues, account inquiries, and other related matters.
• Meeting monthly productivity and quality goals, ensuring high standards of performance and customer satisfaction.
• Complying with all federal and state-specific laws that regulate collections and servicing activities, maintaining a high level of integrity and professionalism.

Requirements and Qualifications

To be successful in this role, you will need to possess the following essential qualifications:

• High School Diploma or GED required, with some college coursework a plus.
• Preferably two years of Customer Service experience, ideally in auto finance or an installment loan portfolio. Collection experience is a plus.
• A minimum of 2 years related customer service experience in a fast-paced environment, with a proven track record of delivering exceptional results.
• Working knowledge of Word and Excel, with the ability to master the use of web-based systems of record (LoanPro) - training provided.
• Strong communication skills, both verbally and written, with the ability to communicate effectively with clients and colleagues.
• Bi-Lingual English/Spanish is a plus, with the ability to communicate fluently with Spanish-speaking clients.
• Excellent "people" skills, with a strong customer service attitude and the ability to demonstrate problem-solving ability.
• Able to work a flexible schedule, which may include some overtime, nights, weekends, and holidays, with a strong work ethic and punctuality.

Preferred Qualifications

While not essential, the following qualifications are highly desirable:

• Experience working in a call center or customer service environment, with a strong understanding of customer service principles and practices.
• Knowledge of the powersports industry, with a passion for delivering exceptional customer service and support.
• Experience working with web-based systems of record, with the ability to quickly learn and adapt to new technologies.

Skills and Competencies

To be successful in this role, you will need to possess the following skills and competencies:

• Strong communication and interpersonal skills, with the ability to communicate effectively with clients and colleagues.
• Excellent problem-solving and analytical skills, with the ability to resolve complex customer issues and concerns.
• Strong attention to detail, with the ability to accurately process transactions and maintain high standards of quality.
• Ability to work in a fast-paced environment, with a strong sense of urgency and a focus on delivering exceptional results.
• Strong technical skills, with the ability to quickly learn and adapt to new technologies and systems.

Career Growth Opportunities and Learning Benefits

At arenaflex, we are committed to providing our employees with opportunities for career growth and development. As a Bilingual Customer Engagement Representative, you will have access to:

• Comprehensive training programs, designed to help you develop the skills and knowledge needed to succeed in your role.
• Ongoing coaching and feedback, to help you continuously improve and develop your skills.
• Opportunities for career advancement, with a clear path for progression and growth within the company.
• A supportive and collaborative work environment, with a team of experienced professionals who are passionate about delivering exceptional customer service.

Work Environment and Company Culture

At arenaflex, we pride ourselves on our positive and supportive work environment. Our company culture is built on the following values:

• A passion for delivering exceptional customer service and support.
• A commitment to excellence, with a focus on quality and continuous improvement.
• A collaborative and supportive work environment, with a team of experienced professionals who are passionate about what they do.
• A focus on employee development and growth, with opportunities for career advancement and professional development.

Compensation, Perks, and Benefits

As a Bilingual Customer Engagement Representative at arenaflex, you will be eligible for a range of compensation, perks, and benefits, including:

• Robust Health Care Plans (Medical, Dental & Vision), designed to support your physical and mental well-being.
• Up to 20 Days PTO (Accrued), to help you relax and recharge.
• Generous Parental Leave, to support you during important life events.
• Retirement Plan (401k with Company Match), to help you plan for your future.
• Educational Assistance/Tuition Reimbursement up to $3K/year, to support your ongoing learning and development.
• Powersports Safety Benefit, to help you stay safe and protected while enjoying your favorite activities.
• Gympass Wellness Benefit, to support your physical and mental well-being.

Conclusion

If you are a motivated and experienced customer service professional, with a passion for delivering exceptional service and support, we encourage you to apply for this exciting opportunity. As a Bilingual Customer Engagement Representative at arenaflex, you will have the chance to work with a dynamic and supportive team, while developing your skills and advancing your career. Don't miss out on this opportunity to join a leading company in the powersports industry - apply today and take the first step towards an exciting and rewarding career!