**Experienced Customer Service Representative (FNOL) – 2nd Shift Opportunity with Remote Flexibility in Erie, PA**

Are you a customer-focused individual with a passion for delivering exceptional service? Do you thrive in a fast-paced environment where no two interactions are the same? Look no further than arenaflex, a Fortune 500 company that values its employees and strives to be Above all in Service to its customers and employees alike. As an Experienced Customer Service Representative (FNOL) at arenaflex, you will be the first point of contact for customers, agents, claimants, and employees, providing timely and effective solutions to their inquiries, complaints, or problems. You will utilize various platforms to actively listen to customers, clarify information, and offer possible solutions by leveraging your knowledge of arenaflex products, services, and policies. **About arenaflex** arenaflex is a leading insurance company that has been serving its customers for over [insert number] years. With a diverse and inclusive team of over 5,000 employees and 2,200 independent agencies, arenaflex is committed to providing exceptional service to its customers and employees. Our employees work in a state-of-the-art Home Office complex located in Erie, PA, and in our Field Offices that span 12 states and the District of Columbia. **Benefits That Go Beyond The Basics** At arenaflex, we believe in taking care of our employees and their families. That's why we offer an exceptional benefits package that includes: * Premier health, prescription, dental, and vision benefits for you and your dependents, with coverage beginning on your first day of work. * Low contributions to medical and prescription premiums , with arenaflex paying up to 97% of employees' monthly premium costs. * Pension plan, one of only 13 Fortune 500 companies to offer a traditional pension plan, with full-time employees vested after five years of service. * 401(k) with up to 4% contribution match , in addition to the pension plan. * Paid time off , including vacation, personal days, sick days, bereavement days, and parental leave. * Career development opportunities, including tuition reimbursement programs for higher education and industry designations. * Additional benefits, such as company-paid basic life insurance, short-and long-term disability insurance, orthodontic coverage for children and adults, adoption assistance, fertility and infertility coverage, well-being programs, paid volunteer hours for service to your community, and dollar-for-dollar matching of your charitable gifts each year. **Position Summary** As an Experienced Customer Service Representative (FNOL), you will work under close supervision to: * Utilize various platforms to respond to inquiries from customers. * Apply a working knowledge of arenaflex and department policies and procedures to have business-appropriate conversations, while directing the customer to the appropriate business decision. * Resolve issues within the scope of authority, escalating to the appropriate area/person of authority as determined by company/department policy and procedure. * Manage and service office account books of business in accordance with arenaflex policy and procedures. * Apply proficient knowledge of arenaflex systems and products to respond to callers' concerns for all lines of business. * Process loss reports and claims within the scope of authority and guidelines provided. * Provide claims services, including but not limited to repair options, rental reservations, property mitigation, and towing. * Attend appropriate training and informational meetings to learn and maintain a working knowledge of arenaflex policies, procedures, and processing systems, as well as industry knowledge and applicable licensure. * Train and mentor less experienced staff, and act as a subject matter expert (SME) for department and projects, as applicable. **Competencies** To succeed in this role, you will need to demonstrate the following competencies: * Values Diversity : You will be able to work effectively with diverse groups of people, including customers, agents, claimants, and employees. * Nimble Learning : You will be able to adapt quickly to new information, technologies, and processes. * Self-Development : You will be committed to ongoing learning and professional development. * Job-Specific Knowledge : You will have a working knowledge of arenaflex products, services, and policies. * Collaborates : You will be able to work effectively with others to achieve common goals. * Customer Focus : You will be dedicated to delivering exceptional service to customers. * Cultivates Innovation : You will be able to think creatively and develop innovative solutions to problems. * Instills Trust : You will be able to build trust with customers and colleagues. * Optimizes Work Processes : You will be able to identify and implement process improvements. * Ensures Accountability : You will be able to take ownership of your work and ensure that it is completed to a high standard. * Detail Orientation : You will be able to pay attention to detail and ensure that all tasks are completed accurately. * Decision Quality : You will be able to make sound decisions that are in the best interests of arenaflex and its customers. **Qualifications** To be considered for this role, you will need to meet the following qualifications: * High school diploma or GED : You will need to have a high school diploma or equivalent. * Previous customer service experience : You will need to have previous experience in a customer-facing role. * Demonstrated ability to type a minimum of 28 words per minute : You will need to be able to type at a minimum of 28 words per minute. * Proficiency with word processing and spreadsheet software : You will need to be proficient in using word processing and spreadsheet software. * Completion or active pursuit of insurance education : You will need to have completed or be actively pursuing insurance education, such as the General Insurance (INS 21, 22, 23) or AIS (Associate in Insurance Services) designations. **Physical Requirements** To perform the duties of this role, you will need to be able to: * Lift 0-20 lbs : You will need to be able to lift up to 20 pounds frequently (50-80%). * Lift 20-50 lbs : You will need to be able to lift up to 50 pounds occasionally (20%). * Lift Over 50 lbs : You will need to be able to lift over 50 pounds occasionally (20%). * Drive : You will need to be able to drive rarely. * Push/Pull : You will need to be able to push or pull frequently (50-80%). * Manual Keying/Data Entry : You will need to be able to perform manual keying or data entry frequently (50-80%). * Climb : You will need to be able to climb rarely. **Remote Opportunity** arenaflex offers a remote opportunity for candidates in Ohio and Pennsylvania. To be eligible for remote consideration, you must live 50 miles outside of Erie, PA. **How to Apply** If you are a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this role. Please visit our website to submit your application. Apply for this job