Experienced Full Stack Customer Service Representative – Emergency Roadside Service
Join arenaflex, a leading provider of membership, travel, insurance, and financial services, as we continue to drive innovation and excellence in the industry. As a Full Stack Customer Service Representative, you will be at the forefront of delivering exceptional customer experiences, providing timely and effective solutions to our members' emergency roadside service needs.
Job Type:
* Full-time
- Hourly
- Exempt/Non-Exempt: Hourly
Job Description:
As a Full Stack Customer Service Representative, you will be responsible for responding to member/customer requests for emergency road service in a call center environment. Your primary duties and responsibilities will include:
- Responding to member/customer requests for emergency road service in a call center environment
- Obtaining information regarding type of service required (e.g. vehicle location, type of problem, etc.)
- Providing basic information regarding Emergency Road Service benefits in accordance with Customer Interaction Model
- Performing geographical location spotting to determine potential service providers
- Communicating with contractors to provide information regarding member location, vehicle, type of problem, etc. and obtaining estimated time of arrival
- Entering data into D2000 database and documenting all relevant details
- Notifying member of estimated time of arrival and name of contractor
- May communicate with contractor if service not provided within specified time period and update member on status as necessary
- Recognizing, promoting, and processing membership sales opportunities
- Verifying completed status of call and closing out on system
Key Responsibilities:
* Provide superior customer service during every member interaction
- Respond to a high volume of emergency road service requests in a call center environment
- Respond to member needs with empathy and understanding while gathering information and providing solutions to get members back on the road
- Analyze member accounts to determine additional products and services that benefit the member
- Exceed performance metrics by following our detailed call intake process and efficiently working through calls in a timely fashion
What We Offer:
* Full-time paid training beginning Thursday, May 29, 2025
- Hours during virtual training: Monday through Friday from 10:00 am – 6:30 pm EST/9:00 am - 5:30 pm CST
- Afternoon, evening, weekend shifts available after training (start and end times may shift slightly based on business needs, flexibility will be required to accommodate occasional schedule slides)
- Voluntary overtime opportunities
- Remote work environment with flexible scheduling
- Competitive hourly rate: $19.00 per hour with shift premium for evening periods and weekends
- Performance-based incentives
- $250 Perfect Attendance bonus after 90-days of incident-free attendance
- Bi-lingual a plus – subsidy for bilingual skills (Must be fluent in Spanish and English)
- Excellent and comprehensive benefits packages, including:
+ 401k Match + Medical + Dental + Vision + PTO + Paid Holidays + Tuition Reimbursement + Corporate Incentive Program + Complimentary arenaflex membership + Employee Referral Bonus + Employee recognition program
Requirements:
* High school diploma or equivalent
- Must qualify, obtain, and maintain all applicable state licenses required for selling and/or servicing arenaflex products
- 6 months of customer service experience
- Providing customers service in a professional manner and de-escalating situations
- Accurately inputting information into various fields using a PC keyboard
- Navigating through a PC and/or automated processing system
- Reading and comprehending various customer care service tools (manuals, work models, etc.)
- Performing mathematical calculations including adding, subtracting, percentages, etc.
Preferred Qualifications:
* College level coursework in Business, Marketing, Geography, or other related field and/or applicable professional/technical certification courses
- Experience in a call center environment – minimum 6 months
- Remote work experience
- Customer service environment
- Promoting arenaflex products and services
- Identifying and responding to customer needs through cross-selling and up-selling products
Work Environment:
* Works in a temperature-controlled office environment
- Irregular hours to include various shifts, weekends, and/or holidays
About arenaflex:
arenaflex is a leading provider of membership, travel, insurance, and financial services, serving approximately 14+ million members and customers across 14 states and 2 U.S. territories through AAA, Meemic, and Fremont brands. We are committed to driving innovation and excellence in the industry, and we are seeking talented individuals to join our team.
Why Join arenaflex?
* We offer a dynamic and inclusive work environment that values diversity and promotes growth and development
- We provide opportunities for career advancement and professional growth
- We offer a comprehensive benefits package and competitive compensation
- We are committed to providing a safe and healthy work environment
How to Apply:
If you are a motivated and customer-focused individual who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your application through our website, including your resume and a cover letter outlining your qualifications and experience.
Equal Opportunity Employer:
arenaflex is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability, or protected veteran status.
Background Check:
All applicants offered employment will be required to consent to a background and drug screen based on the requirements of the position.
Regular and Reliable Attendance:
Regular and reliable attendance is essential for the function of this job.
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