Customer Service Representative – Client Services, Policyholder Support & Insurance Solutions at arenaflex

Why Join arenaflex?

At arenaflex, we’re proud to be recognized as a leading employer in the insurance and financial services industry. In recent years, independent rankings have highlighted our commitment to employee satisfaction, diversity, and workplace excellence. Whether you’re looking at industry accolades from major publications or hearing stories from our long‑standing team members, the consensus is clear: arenaflex is a place where talent thrives, careers accelerate, and every day brings a new opportunity to make a meaningful impact.

About the Role

We are actively seeking enthusiastic, detail‑oriented individuals to join our Agent Services department as Customer Service Representatives (CSR) at our corporate hub in Duluth, Georgia. This position serves as the front line of support for arenaflex term‑life policyholders and agents, handling a wide range of inquiries—from billing questions to coverage clarifications, underwriting details, and contract modifications.

After a comprehensive onboarding and training period, you will have the flexibility to work remotely or adopt a hybrid schedule, provided you meet the minimum internet speed requirements. This role is designed to be the first step on a clearly defined career ladder, offering structured growth pathways and the chance to advance within arenaflex.

Key Responsibilities

• Deliver prompt, courteous, and accurate assistance to policyholders and agents via phone, email, and chat channels.
• Identify customer concerns, ask probing questions, and provide concise resolutions while documenting every interaction in the CRM system.
• Process routine corrections on policy records and route complex adjustments to the appropriate internal teams for approval.
• Recognize high‑priority or escalated situations and promptly notify supervisors or specialized departments.
• Maintain up‑to‑date knowledge of arenaflex’s term‑life products, underwriting guidelines, billing procedures, and policy changes.
• Collaborate with cross‑functional teams—including underwriting, finance, and IT—to resolve multi‑step issues.
• Contribute to continuous‑improvement initiatives by sharing feedback on recurring customer pain points.
• Adhere to compliance standards and data‑privacy regulations in every customer interaction.

Essential Qualifications

• High school diploma or GED required; additional education or certifications are a plus.
• Minimum of 1 year of call‑center or customer‑service experience (preferred but not mandatory).
• Demonstrated proficiency with personal computers, including Windows 10 operating systems, Microsoft Word, and basic navigation of web‑based applications.
• Strong verbal and written communication skills, with the ability to convey complex information in an understandable manner.
• Exceptional attention to detail and a methodical approach to documenting interactions.
• Ability to remain calm, professional, and solution‑focused when dealing with irate or upset customers.
• Reliable high‑speed internet connection (minimum 8 Mbps upload, 15 Mbps download) for remote work eligibility.

Preferred Qualifications & Experience

• Previous experience in insurance, financial services, or a related regulated industry.
• Familiarity with term‑life insurance concepts, policy structures, and underwriting processes.
• Experience using customer‑relationship management (CRM) platforms or ticketing systems.
• Demonstrated ability to meet or exceed performance metrics such as average handle time, first‑call resolution, and customer satisfaction scores.
• Certification in conflict resolution, customer experience, or related fields.

Core Skills & Competencies

• Communication: Clear, empathetic, and persuasive communication style.
• Problem‑Solving: Ability to analyze issues quickly, identify root causes, and propose effective solutions.
• Technical Literacy: Comfort navigating multiple software tools simultaneously while maintaining data integrity.
• Team Collaboration: Willingness to share knowledge, support peers, and contribute to a positive team dynamic.
• Adaptability: Flexibility to adjust to evolving processes, new product launches, and shifting customer expectations.
• Time Management: Efficiently prioritize tasks to meet daily call‑volume targets and quality standards.

Work Environment & Culture at arenaflex

arenaflex fosters an inclusive, collaborative, and high‑performance culture where every employee is encouraged to bring their authentic self to work. Our offices in Duluth, Georgia, feature open‑plan workspaces, quiet zones for focused tasks, and communal areas designed for informal brainstorming. For remote team members, we provide a stipend for home‑office equipment and a robust virtual collaboration platform to keep you connected.

Our commitment to diversity and inclusion is not just a statement—it’s embedded in our hiring practices, mentorship programs, and employee resource groups. We celebrate a wide range of perspectives, believing that varied viewpoints drive innovation and better serve our policyholders.

Compensation, Perks & Benefits

• Competitive annual salary ranging from $28,000 to $32,000, commensurate with experience and performance.
• Comprehensive health, dental, and vision coverage effective on day one of employment.
• 401(k) retirement plan with a generous employer match to help you build long‑term financial security.
• Paid vacation, sick leave, holidays, and volunteer days to support work‑life balance.
• Life and disability insurance to protect you and your loved ones.
• Flexible Spending Account (FSA) and Health Savings Account (HSA) options.
• Professional development budget, tuition reimbursement, and access to industry‑leading training resources.
• Company‑sponsored social events, philanthropy initiatives, and employee recognition programs.

Career Growth & Development Path

The Customer Service Representative role is intentionally structured as a launchpad for long‑term career advancement within arenaflex. After mastering the foundational responsibilities, you can pursue the following progression:

• CSR Level 2 – Senior Customer Service Specialist: Deeper involvement in complex case resolution and mentorship of new hires.
• Team Lead – Agent Services Supervision: Oversee a small team of CSRs, manage performance metrics, and drive process improvements.
• Operations Analyst – Policy Administration: Transition into analytical roles focusing on workflow optimization and data‑driven decision making.
• Product Specialist – Insurance Solutions: Leverage product knowledge to support sales teams and develop new service offerings.

Each step is supported by a clear set of knowledge, skill, and performance benchmarks, allowing you to chart a personalized development plan with your manager. After one year in the CSR role, you become eligible to apply for internal openings across arenaflex, ensuring a dynamic career trajectory.

Schedule & Remote Work Requirements

Standard office hours are Monday through Friday, 8:00 am – 5:00 pm, totaling 40 hours per week. For those opting for remote or hybrid arrangements, the following technical specifications must be met:

• Personal computer or laptop running Windows 10 (no Windows 7, 8, 9, or Chromebook).
• Stable broadband connection with at least 8 Mbps upload and 15 Mbps download speeds.
• Quiet, dedicated workspace that meets ergonomics and privacy standards.

Equal Opportunity & Inclusion Statement

arenaflex is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an environment where all qualified individuals—regardless of race, color, religion, gender, sexual orientation, national origin, age, disability, veteran status, or any other protected characteristic—can thrive.

Ready to Make an Impact?

If you are passionate about delivering exceptional service, eager to grow within a forward‑thinking organization, and ready to become a valued member of the arenaflex family, we want to hear from you. Apply today and start your journey toward a rewarding career in insurance customer service.

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