Remote Licensed Personal Lines Customer Service Specialist – Auto Insurance Retention & Support (U.S. National Remote)

Build a Meaningful Career in Insurance Customer Experience with arenaflex

Are you a licensed insurance professional who thrives on helping people, solving problems, and creating lasting customer relationships? Join arenaflex, a purpose-driven organization where your expertise, empathy, and professionalism make a real difference in the lives of policyholders across the country. We are seeking a dedicated Remote Licensed Customer Service Representative to join our Customer Response Center, supporting a division of Personal Lines auto insurance products. If you hold an active Property & Casualty (P&C) Producer's license and bring a passion for service excellence, this is your opportunity to grow with a company that invests in its people and celebrates long, rewarding careers.

At arenaflex, we believe progress happens when people feel secure. By delivering protection for the unexpected with care and competence, we help our customers embrace today and confidently pursue tomorrow. As a member of our customer experience team, you will be the trusted voice that policyholders and agents turn to for guidance, clarity, and solutions. Your ability to listen, advise, and resolve complex inquiries will directly influence customer satisfaction, retention, and long-term loyalty.

What You Will Do

As a Remote Licensed Customer Service Representative at arenaflex, you will provide timely, accurate, and responsive service to policyholders and agents regarding Personal Lines auto insurance policies. You will independently solve a wide range of policy-related problems, escalate complex issues when appropriate, and take ownership of each customer's needs to deliver a high-quality experience that supports both growth and retention.

Key Responsibilities

• Deliver exceptional customer service by promptly answering inbound calls related to Personal Lines auto policies, within established scope and authority.
• Build genuine rapport with every customer, creating a sense of trust and confidence during each interaction.
• Listen actively to customer requests and inquiries, demonstrating empathy and a commitment to understanding their unique situations.
• Work proactively to retain policyholders who express intent to cancel their auto policies, using open listening, persuasive negotiation, and thorough policy review techniques.
• Apply de-escalation tactics to manage difficult conversations, and escalate issues to the appropriate team when necessary.
• Process policyholder transactions accurately and efficiently, meeting Customer Response Center time standards for quality and productivity.
• Interpret policy contracts and explain coverage details to insured customers using expert knowledge of Personal Lines auto products.
• Identify, understand, and interpret customer needs to recommend appropriate resolutions and coverage enhancements that protect what matters most to them.
• Demonstrate a working understanding of billing systems and how they relate to policy coverage, premiums, and payment plans.
• Clearly communicate the impact of transactions on policy premiums, including any changes, adjustments, or fees.
• Evaluate and make informed decisions regarding exceptions to payment plans and fee structures within established guidelines.
• Manage time effectively to ensure departmental service levels are consistently met, contributing to improved customer satisfaction outcomes.
• Proficiently navigate online reference materials, internal knowledge bases, and policy documentation to deliver confident and accurate service.
• Continuously develop and maintain expertise in products, procedures, and technical systems through ongoing learning and training.
• Complete all required licensing and continuing education requirements to remain in good standing with state regulations.
• Utilize technical systems efficiently, including desktop applications, call center phone systems, and required internet connectivity tools.
• Perform additional duties and projects as assigned by leadership to support team and organizational goals.

What You Will Bring

We are looking for licensed insurance professionals who combine technical knowledge with outstanding interpersonal skills. The ideal candidate is customer-obsessed, detail-oriented, and committed to delivering a high-quality experience on every call.

Essential Qualifications

• Active P&C Producer's Insurance License is required at the time of hire, along with at least 2 years of active experience using the license.
• A minimum of 3–5 years of related customer service experience, preferably in a call center, insurance, financial services, or similarly fast-paced environment.
• Proven ability to review, record, and organize written data from multiple sources without a prescribed format, demonstrating strong attention to detail and accuracy.
• Excellent communication and interpersonal skills, with the ability to build rapport quickly and professionally over the phone.
• Strong problem-solving skills and the ability to make sound decisions independently within established guidelines.
• Demonstrated ability to manage time effectively, prioritize tasks, and meet performance metrics in a structured environment.

Preferred Qualifications

• An Associate's degree is preferred, combined with at least one year of insurance industry experience.
• Prior experience specifically in Personal Lines auto insurance customer service, claims support, or policy administration.
• Experience working in a remote or virtual customer service environment.
• Familiarity with billing systems, payment processing, and premium adjustments.
• Conflict resolution and de-escalation training or experience.

Training, Schedule, and Work Environment

At arenaflex, we believe that great service starts with great training. We provide a structured, paid onboarding program designed to set you up for long-term success.

• Paid Training Schedule: Monday through Friday, 9:00 AM – 5:30 PM EST (full-time). Reliable attendance and active engagement during training are mandatory and considered critical to your success in this role.
• Training Start Window: Training classes begin between 9:00 AM and 11:00 AM EST.
• Post-Training Schedule: After onboarding and training are complete, your go-forward shift will start between 8:00 AM and 10:30 AM EST, consisting of an 8-hour shift. One weekend day (Saturday or Sunday) is required, with an alternate day off mid-week to balance your schedule.
• Work Location: This is a fully remote/virtual position. All necessary equipment is provided by arenaflex.
• Home Office Requirements: To work from home, you must have dependable wired internet connectivity with a minimum upload speed of 5 Mbps and a minimum download speed of 25 Mbps, along with a quiet, secure, and distraction-free workspace.

Compensation Philosophy

At arenaflex, we offer a competitive compensation structure that reflects the value of your skills, experience, education, certifications, and geographic location. The typical starting salary range for this role is determined based on these factors, and the full salary range reflects the competitive labor market value for similar positions across the national market. This structure provides meaningful opportunities for progression as employees grow and develop within the role. Some positions at arenaflex may also include a corresponding compensation plan that offers commission and/or bonus earnings, with rates varying based on multiple factors set forth in the plan. We are committed to compensating our team members fairly and transparently for the important work they do every day.

Career Growth and Learning Opportunities

When you join arenaflex, you join a company that is deeply invested in your professional development. We believe in fostering an environment where employees from all backgrounds can build long and meaningful careers. Through strong relationships, comprehensive benefits, and continuous learning opportunities, we seek to create an environment where you can succeed — both professionally and personally.

• Access to ongoing training, continuing education, and licensing support to help you stay current and advance in your insurance career.
• Clear pathways for growth into senior customer service, team lead, quality assurance, training, and management roles.
• Mentorship and coaching from experienced insurance professionals and leaders.
• Opportunities to expand your knowledge across Personal Lines products, systems, and customer experience best practices.
• A culture that recognizes and rewards initiative, performance, and dedication.

Our Culture and Values

At arenaflex, we are proud to support a diverse, equitable, and inclusive workplace where all employees feel a true sense of community and belonging — and where they can do their best work. Our seven Employee Resource Groups (ERGs) offer a centralized, open space for employees and allies to come together, connect, learn, and engage around shared experiences and perspectives. We value your hard work, integrity, and commitment to making things better, and we put people first by offering benefits and programs that support your life and well-being. Whether you are supporting a customer through a complex billing question or helping a policyholder understand their coverage, your work at arenaflex has purpose and impact.

Benefits and Perks

We offer a comprehensive benefits package designed to support your health, financial security, and overall well-being. Benefits for eligible employees may include:

• Medical, dental, and vision insurance options
• Retirement savings plans with company contributions
• Paid time off, holidays, and personal days
• Life insurance and disability coverage
• Mental health and wellness resources
• Tuition assistance and professional development support
• Employee assistance programs
• Discounts on insurance products and other services

Equal Employment Opportunity

arenaflex is an equal opportunity employer. We are committed to providing a workplace free from discrimination and harassment. We do not tolerate discrimination on the basis of race, color, national origin, sex, sexual orientation, gender identity, religion, age, disability, veteran's status, pregnancy, genetic information, or any other basis prohibited by federal, state, or local law. We are proud to be a fair chance employer and welcome applications from individuals with diverse backgrounds and experiences.

Fair Chance Hiring

In accordance with fair chance hiring laws, arenaflex provides individualized consideration to applicants with past records. We comply with applicable Fair Chance Notice requirements, including those in California, San Francisco, Los Angeles, and Philadelphia.

Take the Next Step in Your Insurance Career

If you are a licensed insurance professional with a passion for customer service and a desire to grow your career with a supportive, purpose-driven organization, we want to hear from you. Join arenaflex and become part of a team that values your expertise, invests in your development, and empowers you to make a meaningful impact every single day. Apply now and start your journey with a company that believes in you.