Hybrid Customer Service Representative – Bilingual (English/Spanish) – Insurance Servicing, Bonus‑Driven Hybrid Role in Troy, MI

About arenaflex – Your Next Career Destination

At arenaflex, we are more than a workplace; we are a community of innovators, problem‑solvers, and dedicated professionals who thrive on delivering exceptional service in the fast‑moving world of insurance and financial solutions. With a presence that spans across the United States and an unwavering commitment to employee growth, arenaflex blends cutting‑edge technology with a human‑first approach. Our mission is simple: empower customers and partners with accurate, timely, and compassionate assistance while providing our team members with the tools, culture, and benefits they deserve to succeed.

Position Summary

We are seeking enthusiastic, detail‑oriented individuals to join our Hybrid Customer Service team in Troy, MI. In this role, you will field a high volume of inbound calls related to homeowner’s insurance servicing, answering questions from borrowers, insurance agents, and financial institutions. The position offers a rewarding compensation structure, performance‑based bonuses, and a clear path for professional development. Whether you are a native English speaker or a bilingual talent fluent in Spanish, you will find a competitive hourly rate and an environment that celebrates excellence.

Why This Role Stands Out

• Hybrid schedule after initial on‑site training – work from home or the office based on performance metrics.
• Two tiered bonus program: attendance and quality‑score incentives.
• Competitive hourly wage ranging from $17.00 to $18.50, plus bonuses.
• Comprehensive benefits package for eligible employees.
• Opportunities for advancement within arenaflex’s expansive service network.

Key Responsibilities

Customer Interaction & Call Management

• Answer 35‑45 inbound calls per day, with an average call length of 11‑14 minutes.
• Address insurance servicing inquiries, focusing on homeowners insurance coverage and payment questions.
• Provide accurate, empathetic, and timely responses to borrowers, insurance agents, and financial institution representatives.
• Maintain a professional tone and adhere to arenaflex’s brand voice on every interaction.

Multi‑System Navigation & Documentation

• Efficiently toggle between multiple internal platforms to research policy details, payment histories, and coverage limits.
• Document each call’s outcome in the CRM system, ensuring data integrity and easy retrieval for future reference.
• Follow arenaflex’s compliance guidelines, guaranteeing that both internal standards and external regulatory requirements are met.

Problem Solving & Resolution

• Identify root causes of insurance‑related issues and propose practical solutions.
• Escalate complex cases to senior specialists or the appropriate department while maintaining ownership of the customer experience.
• Track recurring issues and provide feedback to process‑improvement teams.

Performance & Quality Assurance

• Meet or exceed attendance expectations to qualify for the $160 monthly bonus.
• Achieve a quality score of 93% or higher to unlock the additional $340 monthly bonus.
• Continuously improve call handling metrics through coaching sessions, peer reviews, and self‑assessment.

Compensation & Bonus Structure

• Base Hourly Rate: $17.00 for English‑only agents; $18.50 for bilingual (English/Spanish) agents.
• Attendance Bonus: $160 per month for agents on the 11:30 am – 8:00 pm shift who accumulate 1 or fewer attendance points in a calendar month (after completing one full month on the shift).
• Quality Bonus: Additional $340 per month for agents who, on top of meeting attendance criteria, achieve a quality score of 93% or higher (after one full month on the shift).
• Bonuses are paid in the payroll cycle following the month in which criteria are satisfied.

Eligibility & Benefits Overview

While this is a temporary position, eligible team members may access a robust benefits suite after meeting classification and tenure requirements. Benefits may include:

• Medical, dental, and vision insurance
• Critical illness, accident, and hospital coverage
• 401(k) retirement plan with pre‑tax and Roth options
• Voluntary life & AD&D insurance for employees and dependents
• Short‑ and long‑term disability protection
• Health Savings Account (HSA) for qualified medical expenses
• Transportation assistance (pre‑tax commuter benefits)
• Employee Assistance Program (EAP) for personal and professional support
• Paid time off, vacation, and sick leave (subject to eligibility)

Work Schedule & Hybrid Model

All new hires will undergo a comprehensive on‑site training program from June 27 until the end of the first 30 days. Training runs from 9:30 am to 6:00 pm and immerses you in arenaflex’s systems, policies, and customer‑service philosophy. After successful completion of training, you transition to a hybrid schedule:

• Hybrid Shift: 11:30 am – 8:00 pm (mix of remote and on‑site work based on adherence, quality, and attendance metrics).
• No time off is permitted during the first six weeks of employment, ensuring you acquire the essential knowledge and experience to thrive.

Essential Qualifications

• High school diploma or GED; associate’s or bachelor’s degree preferred.
• Excellent verbal communication skills in English; bilingual proficiency in Spanish is highly valued.
• Prior experience in a call‑center, customer service, or insurance‑related role is advantageous.
• Strong multitasking abilities with comfort navigating multiple software platforms simultaneously.
• Demonstrated problem‑solving skills and a commitment to delivering accurate information.
• Ability to meet attendance and performance expectations consistently.

Preferred Qualifications & Attributes

• Previous experience handling homeowner’s insurance queries.
• Familiarity with CRM and policy‑management systems.
• Certification or training in call‑center best practices (e.g., NICE, Genesys).
• High emotional intelligence and the ability to stay calm under pressure.
• Proactive mindset with a desire for continuous learning and career advancement.

Core Skills & Competencies

• Communication: Clear, concise, and courteous articulation of complex insurance concepts.
• Active Listening: Fully understand caller needs before providing solutions.
• Technical Proficiency: Quick adoption of arenaflex’s internal platforms.
• Time Management: Efficiently handle call volume while maintaining quality standards.
• Attention to Detail: Accurate documentation and data entry.
• Team Collaboration: Share insights and contribute to collective training resources.

Career Growth & Development at arenaflex

arenaflex is committed to nurturing talent from within. As you master the foundational role, you will have pathways to advance into senior customer‑service specialist, team lead, or even into quality assurance, training, and operations management. Our internal learning portal offers certifications, webinars, and mentorship programs designed to sharpen both soft and hard skills.

Work Environment & Culture

Our Troy, MI hub blends a modern office layout with collaborative spaces, ergonomic workstations, and quiet zones for focused work. Even while you’re remote, you’ll stay connected through weekly virtual huddles, performance dashboards, and a supportive leadership team that values transparency and employee well‑being.

• Inclusion: arenaflex celebrates diversity and fosters an environment where every voice is heard.
• Recognition: Quarterly awards recognize top performers in attendance, quality, and customer satisfaction.
• Community Impact: Employees are encouraged to volunteer and participate in corporate social‑responsibility initiatives.

Application Process & Timeline

The application window closes on May 30, 2025. To be considered, please submit your resume and a brief cover letter outlining your relevant experience and why you’re excited about the hybrid customer‑service role at arenaflex. Selected candidates will be contacted for a virtual interview, followed by a brief skills assessment.

Equal Opportunity Statement

arenaflex is an equal‑opportunity employer. We welcome applications from all qualified individuals regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability, or any other characteristic protected by law.

Take the Next Step

If you are driven, detail‑oriented, and eager to deliver top‑tier insurance support while enjoying a flexible hybrid schedule and attractive bonus potential, apply today and start your journey with arenaflex. Your expertise will help shape the future of insurance servicing, and we’ll provide the platform for your professional success.