**Experienced Customer Service Representative – Collections and Escalations Specialist at arenaflex**

**Job Summary:** Join arenaflex, a leading provider of innovative solutions, as a seasoned Customer Service Representative – Collections and Escalations Specialist. In this pivotal role, you will be the voice of the customer, serving as a liaison between arenaflex and their drivers, while effectively resolving driver issues, complaints, and inquiries. With a strong background in collections and escalations, you will thrive in a fast-paced environment, leveraging your exceptional communication and problem-solving skills to deliver an effortless experience for arenaflex's drivers. **About arenaflex:** arenaflex is a dynamic organization that is revolutionizing the way businesses operate. With a commitment to innovation and excellence, we strive to create a work environment that is inclusive, diverse, and empowering. Our team is passionate about delivering exceptional results, and we are seeking like-minded individuals who share our vision and values. **Responsibilities:** As a Customer Service Representative – Collections and Escalations Specialist, you will be responsible for: * Effectively managing inbound and outbound calls, chats, emails, and SMS in a timely manner * Identifying drivers' needs, clarifying information, finding answers, and proactively following up with customers * Utilizing timeline notes, provided resources, case precedent, scripts, and processes to make informed decisions when supporting customers * De-escalating situations involving dissatisfied drivers, offering patient assistance while communicating difficult decisions and policies in an effective and respectful manner * Keeping concise, detailed records of all customer interactions in an organized manner * Monitoring for vehicle accidents, gathering required information, interacting with insurance carriers and collision shops, and guiding the customer through the damage repair process * Performing regular insurance audits and taking follow-up actions for gaps * Assisting other teams as the business requires * Clearly and respectfully communicating with team members * Taking ownership of actions and outcomes * Being the voice of the customer while also being an ambassador of the business * Providing feedback on how to improve the processes and customer experience **Essential Qualifications:** * 2+ years of experience in a phone-based customer service role * High school degree * Strong and effective communication skills – written and verbal * Excellent organization and prioritization skills * Effective active listening skills * Experience creating successful outcomes in difficult situations * Ability to multi-task and manage time effectively * Experience with customer interaction management software (CRM tools) * Willingness to disrupt the status quo (professionally) but also able to commit when a decision is made * Flexible and able to transition on short notice * Previous experience in a new, ambiguous, fast-paced environment * Ability to stay curious and motivated in a dynamic, team-focused environment * Enthusiasm for building a business with the capacity for overcoming obstacles in a constructive and collaborative manner **Preferred Requirements:** * Hybrid background including some blend of startups, private companies, and/or large multinational companies * Experience in a collections and escalations role * Strong problem-solving skills * Ability to work in a fast-paced environment * Experience with process improvement and customer experience enhancement * Ability to work independently and as part of a team * Strong analytical and critical thinking skills * Ability to adapt to changing priorities and deadlines **Work Environment and Company Culture:** arenaflex is committed to creating a work environment that is inclusive, diverse, and empowering. Our team is passionate about delivering exceptional results, and we are seeking like-minded individuals who share our vision and values. As a Customer Service Representative – Collections and Escalations Specialist, you will have the opportunity to work in a dynamic and fast-paced environment, leveraging your exceptional communication and problem-solving skills to deliver an effortless experience for arenaflex's drivers. **Compensation and Benefits:** arenaflex offers a competitive compensation package, including: * $25.75 per hour * 3 weeks of PTO * Paid holidays * 401K * Health insurance options * Weekly pay * Opportunities for career growth and professional development **How to Apply:** If you are a motivated and results-driven individual who is passionate about delivering exceptional customer service, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications for the role. We look forward to hearing from you! **About arenaflex:** arenaflex is a leading provider of innovative solutions, committed to creating a work environment that is inclusive, diverse, and empowering. Our team is passionate about delivering exceptional results, and we are seeking like-minded individuals who share our vision and values. **Equal Employment Opportunity:** arenaflex is an Equal Employment Opportunity and Affirmative Action employer, committed to building a team that is inclusive of a variety of backgrounds, communities, perspectives, and abilities. We welcome, value, and embrace diversity at all levels and are committed to creating a work environment that is respectful and inclusive. **E-Verify:** arenaflex participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. **Apply Now:** Apply Job! Apply for this job