Experienced Customer Care Representative – Retirement Services Specialist for Inbound Call Center Support

Introduction to arenaflex arenaflex is a leading provider of retirement services, dedicated to delivering exceptional customer experiences and building long-lasting relationships with our policyholders, employees, brokers, and claimants. As a trusted partner in the financial services industry, we strive to create a more diverse, equitable, and inclusive culture that allows our team members to thrive and reach their full potential. If you are passionate about providing top-notch customer service and are looking for a challenging yet rewarding role, we invite you to join our team as a Customer Care Representative – Retirement Services Specialist. Job Overview In this part-time position, you will work daily from 10:00 am to 2:00 pm, handling inbound call volume from our customers and business partners to assist with claim status and claim process, explanation of their policy/contract, and service inquiries. As a key member of our customer care team, you will work closely with our callers to address questions and provide policy-related information through building a professional rapport to address all levels of a customer’s inquiry. Key Responsibilities Answers inbound calls providing customer service to policyholders, employees, brokers, and claimants, ensuring timely and professional resolution of their inquiries. Communicates complex information in terms callers will understand, using excellent verbal and written communication skills to provide clear and concise explanations. Resolves a wide variety of questions and inquiries for our customers, assuming ownership and timeliness in supporting our customers and business partners on claim status, report requests, or policy/contract information. Performs multiple tasks and navigates through multiple systems simultaneously to service the customers and troubleshoot their questions and issues, demonstrating excellent problem-solving skills and adaptability in a fast-paced environment. Follows up on customer inquiries when needed, maintaining established levels of productivity and quality standards within a fast-paced environment. Handles call volume and assigned service tickets/inquiries during assigned timeframes, completing assigned tasks and any other duties as assigned when needed. Requirements and Qualifications To be successful in this role, you will need: High School Diploma, or equivalent, required. Relevant associate degree highly preferred. 1-3 years of call center experience or equivalent customer service experience required, with a proven track record of providing exceptional customer service in a fast-paced environment. Ability to work any shift during hours of operations, 8:00 am – 7:00 pm EST, Monday – Friday required, with flexibility to adapt to changing business needs. Excellent verbal and written communication skills, with the ability to communicate complex information in a clear and concise manner. Excellent problem-solving skills to handle customer problems in a timely and professional manner required, with a strong focus on providing solutions and resolving issues efficiently. Financial Services or Insurance industry experience preferred, with a strong understanding of retirement services and related products. Ability to adapt to a fast-paced environment with highly developed time management and organizational skills required, with the ability to prioritize tasks and manage multiple projects simultaneously. Ability to quickly build a rapport with a customer, display empathy, and provide a high level of quality service to customers, with a strong focus on customer satisfaction and loyalty. Ability to multi-task and collaborate in a team-focused environment, with a strong emphasis on teamwork and collaboration. Working knowledge in Microsoft Office Applications required, with the ability to learn and adapt to new systems and technologies. What We Offer At arenaflex, we are committed to providing a competitive pay package and a range of benefits to help our team members thrive in their financial, physical, and mental wellbeing. Our benefits include: An annual performance bonus for all team members, recognizing and rewarding outstanding performance and contributions. Generous 401(k) company match that is immediately vested, helping you plan for your future and achieve your long-term financial goals. A choice of three medical plans (that include prescription drug coverage) to suit your unique needs, with a company contribution to your Health Savings Account for High Deductible Health Plan enrollees. Multiple options for dental and vision coverage, ensuring you and your family have access to quality healthcare and wellness services. Company provided Life & Disability Insurance to ensure financial protection when you need it most, providing peace of mind and security for you and your loved ones. Family friendly benefits including Paid Parental Leave & Adoption Assistance, supporting you and your family through life's milestones and challenges. Hybrid work arrangements for eligible roles, offering flexibility and work-life balance to help you achieve your personal and professional goals. Tuition Reimbursement and Continuing Professional Education, investing in your growth and development as a professional and helping you stay up-to-date with industry trends and best practices. Paid Time Off, volunteer days, community partnerships, and Employee Assistance Program, recognizing the importance of self-care, community involvement, and social responsibility. Ability to connect with colleagues around the country through our Employee Resource Group program and our Diversity Equity & Inclusion Council, fostering a sense of community and belonging among our team members. Our Values At arenaflex, we are guided by a set of core values that shape our culture and inform our decisions. These values include: Integrity : We operate with honesty, transparency, and ethics in all our interactions, ensuring that our actions and decisions align with our values and principles. Empowerment : We empower our team members to take ownership of their work, make decisions, and drive results, providing the autonomy and support needed to succeed. Compassion : We care about our customers, our team members, and our communities, demonstrating empathy and understanding in all our interactions. Collaboration : We work together as a team, sharing knowledge, expertise, and resources to achieve our goals and drive success. Fun : We believe that work should be enjoyable and rewarding, fostering a positive and supportive work environment that encourages creativity, innovation, and growth. Equal Employment Opportunity arenaflex is an equal opportunity employer, committed to creating a diverse and inclusive workplace that reflects the communities we serve. We adhere to a policy of making employment decisions without regard to race, color, religion, sex, national origin, citizenship, age or disability, or any other classification or characteristic protected by federal or state law or regulation. We assure you that your opportunity for employment depends solely on your qualifications, and we invite you to join our team and contribute to our mission and values. Conclusion If you are a motivated and customer-focused individual with a passion for providing exceptional service, we encourage you to apply for this exciting opportunity to join our team as a Customer Care Representative – Retirement Services Specialist. With a competitive pay package, comprehensive benefits, and a supportive work environment, arenaflex offers a unique and rewarding career opportunity that will challenge you to grow and succeed. Apply now and take the first step towards a fulfilling and successful career with arenaflex! Apply for this job