Experienced Bi-lingual Customer Support Representative – Spanish or French

Join arenaflex, a leading provider of branded vehicle protection products in the finance and insurance space, as a Bi-lingual Customer Support Representative – Spanish or French. As a key member of our Claims Support team, you will play a vital role in delivering exceptional customer service, resolving claims, and ensuring the highest level of satisfaction for our clients and customers.

Job Overview:

As a Bi-lingual Customer Support Representative, you will be responsible for providing support to agents, clients, and customers by adjudicating claims, providing claims status, and resolving or escalating customer issues. You will communicate effectively with all levels of the organization, ensuring that claims are handled efficiently and accurately. Your expertise in handling claims-related calls, understanding contract terms and conditions, and utilizing available resources will be essential in meeting schedule expectations and informing management of any changes.

Job Responsibilities:

• Handle claims-related calls per work schedule, performing within defined metrics

• Order inspection when applicable
• Follow proper claims procedures as outlined in training and feedback provided by QA or Supervisor
• Master understanding of clients, agents, and contract terms and conditions
• Understand exceptions based upon dealership, agent, or client as noted in system
• Escalate issues to team lead, supervisor, or managers when unable to de-escalate
• Notify Supervisor when possible fraud is suspected
• Participate in all training as required to perform the duties of the role
• Keep record phone calls and transmit claim forms to Dealership or Repair Facility
• Drive the status of the claim within the Safe-Guard system
• Receive documentation and organize by claim number
• Order an appraisal when claim is over threshold amount or possible fraud
• Send letters to customers and copy dealership if necessary
• Send missing information letters to customers if documents are missing and copy Dealership if necessary
• Notate the system
• Adhere to Quality Assurance Guidelines
• Ensure premium is first received from Dealership before issuing checks

Job Requirements:

• High School Diploma or equivalent

• Minimum 1-2 years of experience in customer service, insurance claims, call/claims center environment
• Proficient computer skills and the ability to troubleshoot and service policy issues
• Strong interpersonal, analytical, and problem-solving skills
• Superior verbal/written skills and communications skills
• Ability to exercise sound judgment when interacting with customers and vendors
• Attention to detail and ability to handle complex situations
• Proficient in Windows and MS-Office Products (Outlook, Word, PowerPoint & Excel)
• High attention to detail, good attendance, spelling, mathematical, grammar
• Ability to analyze complex-detailed reports
• Must be authorized to work in the U.S
• Must be able to successfully pass a background check

Job Preferences:

• Experience within Automotive Industry

• College degree
• 2+ years of experience in a high-volume Call Center
• 2+ years of experience in automotive insurance or warranty claims
• 1+ year of experience with in an automotive repair or tech role
• Bilingual or Trilingual with the ability to read, write, and speak English and French and/or Spanish in a business setting

About arenaflex:

arenaflex is the leading provider of branded vehicle protection products in the finance and insurance space to the automotive, RV, marine, and motorcycle/powersports industries. We are a proud partner to Original Equipment Manufacturers (OEMs), top retailers, and independent agents across the United States and Canada. In nearly thirty years, we have grown to power a client roster of over 50 leading protection brands and protect over 16 million consumers under arenaflex contracts. Our success is driven by over 700 employees, who serve over 12,000 dealers and support contract holders across the U.S. and Canada. arenaflex continues to experience dynamic growth and has earned a stellar reputation from our clients, dealers, and peers by providing: 1. The highest quality protection products in the industry 2. A broad platform of branded product, technology, marketing, and training solutions 3. An unwavering commitment to uncomplicated care and customer service

Company Benefits:

• Medical, Dental, and Vision Insurance

• Flexible Spending Account
• Health Savings Account
• 401(k) Plan with Company Match
• Company-paid Short-Term and Long-Term Disability
• Company-paid Life Insurance
• Paid Holidays and Vacation
• Employee Referral Program
• Employee Assistance Program
• Wellness Programs
• Paid Community Service Opportunities
• Tuition Reimbursement
• Ongoing Training & Personal Development
• And More!

Work Environment and Company Culture:

arenaflex is committed to creating a work environment that is inclusive, diverse, and supportive. We believe in fostering a culture that encourages collaboration, innovation, and growth. Our team members are passionate about delivering exceptional customer service and are dedicated to making a positive impact in the lives of our clients and customers.

Career Growth Opportunities and Learning Benefits:

arenaflex offers a range of career growth opportunities and learning benefits to support your professional development. Our comprehensive training program will equip you with the skills and knowledge necessary to excel in your role and beyond. You will have the opportunity to work with a talented team of professionals who are passionate about delivering exceptional results.

Compensation, Perks, and Benefits:

arenaflex offers a competitive compensation package, including a comprehensive benefits program, paid time off, and opportunities for professional growth and development. Our benefits package includes medical, dental, and vision insurance, flexible spending account, health savings account, 401(k) plan with company match, and more.

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 exciting opportunity. Please submit your application through our official job platform, and we will review your qualifications and experience.

Equal Opportunity Employer:

arenaflex is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to age, race, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, marital status, disability, or protected veteran status, or any other status or characteristic protected by federal, state, or local law.

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