At arenaflex, we're on a mission to revolutionize the way we protect and serve our customers. As a Bi-lingual Customer Support Representative – Spanish or French, you'll play a vital role in delivering exceptional customer experiences and driving business growth. If you're passionate about providing top-notch support, navigating complex claims, and communicating effectively with diverse stakeholders, we want to hear from you!
**Job Overview:**
As a Bi-lingual Customer Support Representative – Spanish or French, you'll be the first point of contact for customers, agents, and dealerships, handling claims-related calls, emails, and chats. Your primary responsibility will be to provide timely and accurate support, ensuring that customers receive the best possible experience. You'll work closely with our team to resolve issues, escalate complex cases, and maintain a high level of customer satisfaction.
**Key Responsibilities:**
• Handle claims-related calls, emails, and chats in a timely and professional manner, adhering to defined metrics and quality standards.
• Order inspections when applicable and follow proper claims procedures as outlined in training and feedback provided by QA or Supervisor.
• Develop a master understanding of clients, agents, and contract terms and conditions to provide accurate and informed support.
• Escalate issues to team lead, supervisor, or managers when unable to de-escalate and notify Supervisor when possible fraud is suspected.
• Participate in all training as required to perform the duties of the role and maintain accurate records of phone calls and transmit claim forms to Dealership or Repair Facility.
• Drive the status of the claim within the arenaflex system, receive documentation, and organize by claim number.
• Order an appraisal when the claim is over the threshold amount or possible fraud is suspected, send letters to customers and copy dealership if necessary, and notate the system.
• Adhere to Quality Assurance Guidelines and ensure premium is first received from Dealership before issuing checks.
**Essential Qualifications:**
• 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.
**Preferred Qualifications:**
• Experience within the 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 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.
**What We Offer:**
• 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!
**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're a proud partner to Original Equipment Manufacturers (OEMs), top retailers, and independent agents across the United States and Canada. In nearly thirty years, we've 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.
**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.
**How to Apply:**
If you're passionate about delivering exceptional customer experiences and driving business growth, we want to hear from you! Apply now and join our team of dedicated professionals who are shaping the future of vehicle protection products.
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