Experienced Customer Service Advocate, Commercial Auto Insurance
At arenaflex, we're on a mission to empower small businesses to thrive by making commercial insurance affordable and as easy as pie. We leverage technology to transform how small businesses buy and experience commercial insurance. Our team is a diverse group of builders, dreamers, and entrepreneurs who are driven by core values and operating principles that guide every decision we make. We're seeking an experienced Customer Service Advocate to join our Commercial Auto team. This mid-level role focuses on elevated customer issues and resolves concerns and requests from Commercial Auto customers and partners. As a Customer Service Advocate, you'll work across teams and collaborate with stakeholders and team members to provide an excellent customer/agent experience in an easy and fast way.
How You'll Make a Difference
As a Customer Service Advocate, you'll be responsible for providing responsive, timely, and relevant service to customers and partners. You'll handle advanced and elevated phone, email, and platform-based communication with customers and cross-functional partners to provide excellent customer service. You'll also work as a team member to handle email requests, policy issuance, agency or customer questions, billing-related needs or questions, mailing of documents, and follow-up communication.
Key Responsibilities:
* Provide responsive, timely, and relevant service to customers and partners
- Handle advanced and elevated phone, email, and platform-based communication with customers and cross-functional partners
- Maintain SLAs set by the Customer Service team in a consistent and efficient manner
- Work as a team member to handle email requests, policy issuance, agency or customer questions, billing-related needs or questions, mailing of documents, and follow-up communication
- Model the behaviors and strategies necessary to successfully interact with and resolve complex issues for small business owners and partners in all channels
- Apply Commercial Auto training and knowledge to policy, billing, and agency questions, concerns, and production
- Build relationships with partners and internal teams to provide consistent, excellent communication with customers
- Seek resolutions to issues while also anticipating ways in which to prevent future issues
- Voice the customer's needs and advocate for the customer and their perspective
The Right Stuff:
* A high school diploma or GED is required
- 1+ years of customer service, administrative, or sales experience is required
- 1+ years in a high-volume customer contact environment is preferred
- 1+ years of insurance industry experience required, commercial insurance highly preferred
- Current Property & Casualty Insurance license required
- Demonstrated problem-solving skills to develop sound processes and workflows
- Proficient communication skills to build strong and lasting relationships, ability to actively listen to customers to understand their needs and answer their questions clearly and concisely
- Knowledgeable about work products and can complete requests with advanced speed, accuracy, and consistency - reducing hand-offs wherever possible
- Proficient in Google Suite, ability to navigate and solve issues within all Google Suite applications
- Ability to handle stress well and handle multiple tasks simultaneously
- Ability to take phone calls and answer emails for up to 8 hours a day
- Proactive: Has the ability to think ahead and identify obstacles that may be hidden
- Developed Growth Mindset: Ability to receive and immediately apply coaching and feedback. Is open and adaptable to change
Career Growth Opportunities and Learning Benefits:
* Participate in ongoing training and onboarding for personal and peer growth
- Support the onboarding and training of new commercial auto customer service hires, including process training, and building out resource and training material
- Collaborate with stakeholders and team members to provide an excellent customer/agent experience in an easy and fast way
- Develop skills and knowledge to advance in your career and take on new challenges
Work Environment and Company Culture:
* arenaflex is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, marital status, age, disability, national or ethnic origin, military service status, citizenship, or other protected characteristic.
- arenaflex participates in the E-Verify program. Please click here, here, and here for more information.
- arenaflex is committed to protecting your personal data. Please review our Privacy Policy.
- Safety First: arenaflex is committed to your security during the recruitment process. We will never ask you for credit card information or ask you to purchase any equipment during our interview or onboarding process.
- arenaflex Named to 2025 America's Best Startup Employers
- arenaflex's Ford Pro Insure Coverage expanded to Pennsylvania and Texas
- arenaflex Insurance 2025 State of Workplace Safety Report
Compensation and Benefits:
* Competitive cash compensation
- A piece of the pie (in the form of equity)
- Comprehensive health plans
- Generous PTO
- Future-focused 401k match
- Generous parental and caregiver leave
- Our core values are more than just a poster on the wall; they're tangibly reflected in our work
Base Compensation Range:
$20.50—$22 USD
Location Information:
Unless otherwise specified, this role has the option to be hybrid or remote. Hybrid work locations provide team members with the flexibility of working partially from our Denver office and from home. Remote team members must live and work in the United States* (*territories excluded), and have access to reliable, high-speed internet.
How to Apply:
If you're a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, through the link below. Apply Job! We can't wait to hear from you! Apply for this job