**Experienced Licensed Customer Service Representative – Personal Lines Insurance**

**Job Summary:** Join arenaflex's dynamic Customer Response Center as a Licensed Customer Service Representative and play a vital role in delivering exceptional customer experiences for policyholders and agents. As a key member of our team, you will provide timely, accurate, and responsive information and service, while independently solving problems and escalating others as needed. With a strong focus on customer satisfaction, growth, and retention, this role requires a licensed professional with a passion for delivering top-notch service and a commitment to ongoing learning and development. **About arenaflex:** arenaflex is a purpose-driven organization dedicated to fostering an environment where employees from all backgrounds can build long and meaningful careers. We believe progress happens when people feel secure, and we strive to create an environment where employees can succeed, both professionally and personally. With a strong commitment to diversity, equity, and inclusion, we offer a centralized, open space for employees and allies to connect, learn, and engage through our seven Employee Resource Groups (ERGs). **Responsibilities:** As a Licensed Customer Service Representative, you will be responsible for: * Providing exceptional customer service by responding promptly to all inbound customer calls regarding personal lines policies, limited by line * Building rapport with each customer and listening to their requests and inquiries * Working to retain policyholders who inquire about canceling auto policies through open listening, negotiating, and policy review of customer issues * Using de-escalation tactics and when necessary, escalating to appropriate team * Processing policyholder transactions accurately and within Customer Response Center established time standards * Interpreting policy contracts to insured based on expert knowledge of personal lines auto products * Identifying, understanding, and interpreting customer needs to implement resolutions and making recommendations for coverage enhancements * Understanding aspects of billing systems as it pertains to policy coverage * Identifying and communicating transactions and impact to policy premium * Evaluating and making decisions regarding exceptions to payment plan and fees * Managing and utilizing time effectively to ensure department meets required service levels for improved customer satisfaction results * Proficiently utilizing on-line reference materials relating to auto policies to provide confident, accurate, and efficient service * Developing and maintaining product, procedural, and technical systems knowledge * Completing licensing and continuing education requirements * Utilizing technical systems, effectively and efficiently, including desktop, call center specific phone systems, and required internet connectivity * Performing additional duties as assigned **Qualifications:** To be successful in this role, you will need: * Active P&C Producers insurance license REQUIRED in addition to at least 2 years actively using the license * Associates degree and 1+ year Insurance experience preferred * 3-5 years related Customer Service experience is required * Ability to review, record, and organize written data from a variety of sources with no prescribed format is essential * Excellent communication and interpersonal skills are required * Personal Lines producer insurance licenses required upon hiring and training **Work Environment and Culture:** As a remote Customer Service Representative, you will have the flexibility to work from home and enjoy a quiet, secure, distraction-free workspace. arenaflex provides all necessary equipment, including a reliable, wired internet connection with an upload speed of at least 5Mbps and a download speed of at least 25Mbps. Our team is dedicated to fostering a culture of collaboration, innovation, and continuous learning, and we offer a range of benefits and perks to support your well-being and career growth. **Career Growth Opportunities and Learning Benefits:** arenaflex is committed to helping you grow and develop your skills and knowledge. As a Licensed Customer Service Representative, you will have access to: * Ongoing training and development opportunities to enhance your skills and knowledge * Mentorship and coaching from experienced team members * Opportunities for career advancement and professional growth * Access to arenaflex's Employee Resource Groups (ERGs) and diversity, equity, and inclusion initiatives **Compensation, Perks, and Benefits:** arenaflex offers a competitive compensation package, including: * Competitive hourly rate * Comprehensive benefits package, including medical, dental, and vision insurance * 401(k) retirement plan with company match * Paid time off and holidays * Access to arenaflex's Employee Assistance Program (EAP) * Opportunities for professional growth and development **How to Apply:** If you are a motivated and customer-focused individual with a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and cover letter, through our online application portal. **Equal Opportunity Employer:** arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and equitable work environment where all employees feel valued, respected, and empowered to succeed. **About arenaflex:** arenaflex is a leading global property and casualty insurer, with a strong commitment to supporting our customers and employees. We are headquartered in Boston, but our people, customers, and reach span the globe. With a focus on innovation, collaboration, and continuous learning, we strive to create an environment where employees can succeed, both professionally and personally. **Join our team today and start building a career that matters!** Apply for this job