Experienced Bilingual Customer Service Representative – Retirement Plan Services

Join arenaflex, a leading provider of retirement plan services, as a Bilingual Customer Service Representative and embark on a rewarding career that combines excellent customer service skills with a deep understanding of retirement plan operations. As a key member of our team, you will serve as the primary point of contact for English and Spanish speaking individuals who have questions or concerns regarding their retirement plan. With a focus on delivering exceptional customer experiences, you will educate and support plan participants, beneficiaries, financial professionals, and plan sponsors through a fast-paced, team-oriented environment.

About arenaflex

arenaflex is a trusted partner in helping people plan, protect, and retire with confidence. With a rich history of innovation and a commitment to excellence, we strive to empower our customers to take charge of their lives. Our team of dedicated professionals is passionate about making a meaningful difference in the lives of our customers, and we're excited to have you join us on this journey.

The Role at a Glance

As a Bilingual Customer Service Representative, you will be responsible for:

• Answering inbound calls, responding to email correspondence, and addressing customer service inquiries and concerns
• Working in a fast-paced, highly structured, team-oriented environment with a diverse group of employees focused on meeting the needs of the company and our customers through problem resolution
• Meeting and/or exceeding all established key performance goals, including call metrics and quality
• Building rapport with and educating our customers about their retirement plan while researching multiple systems, databases, platforms, and software
• Providing accurate, detailed information about the retirement plan, recognizing what needs to be done to meet the customer's needs, and demonstrating flexibility and responsiveness through problem resolution
• Identifying and recommending process improvements and organizational initiatives to positively influence the team and quality

What You'll Be Doing

* Answering inbound calls, responding to email correspondence, and addressing customer service inquiries and concerns

• Working in a fast-paced, highly structured, team-oriented environment with a diverse group of employees focused on meeting the needs of the company and our customers through problem resolution
• Meeting and/or exceeding all established key performance goals, including call metrics and quality
• Building rapport with and educating our customers about their retirement plan while researching multiple systems, databases, platforms, and software
• Providing accurate, detailed information about the retirement plan, recognizing what needs to be done to meet the customer's needs, and demonstrating flexibility and responsiveness through problem resolution
• Identifying and recommending process improvements and organizational initiatives to positively influence the team and quality

Training and Development

* Paid training, coaching, and development to perform in this fast-paced environment

• Training will be led by one of our dedicated trainers in a classroom setting, along with a cohort of peers and managers
• Opportunity to gain foundational knowledge to assist you in excelling in a career with arenaflex

Advancement Opportunities

* Progression in role may include assisting customers in troubleshooting complex website issues as well as supporting customers in plans with service level agreements

• Further promotion opportunities exist within the Call Center

What We're Looking For

* High School Diploma or GED

• 0-1+ Years of general experience – does not need to be directly related to the position
• Bilingual with verbal and written proficiency in both English and Spanish
• Strong written and verbal communication skills
• Ability to work with others in a fast-paced, team environment
• Ability to quickly learn complex systems and product knowledge
• Ability to navigate through multiple systems/databases/platforms/software while engaging in customer conversations
• Ability to be adaptable/flexible as business needs change
• Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)

Nice-to-Have Experience (Preferred)

* Associates degree/post-secondary education

• 2+ years of previous service industry and/or financial services experience
• Previous remote/work from home experience
• Passion for helping, servicing, and educating others and the desire to build rapport during each interaction
• Ability to research and problem solve, while providing outstanding customer service
• Strong analytical skills with the ability to multi-task while maintaining strict attention to details to adhere to policies, procedures, and guidelines
• Solid relationship management skills with customers, management, peers, and colleagues

What's in it for YOU

* A clearly defined career framework to help you successfully manage your career

• Leadership development and virtual training opportunities
• PTO/parental leave
• Competitive 401K and employee benefits
• Free financial counseling, health coaching, and employee assistance program
• Tuition assistance program
• A leadership team that prioritizes your health and well-being; offering a remote work environment and flexible work hybrid situations
• Effective productivity/technology tools and training

Pay and Benefits

* $20.42/hour

• Actual base pay could vary based on non-discriminatory factors including but not limited to work experience, education, location, licensure requirements, proficiency, and qualifications required for the role
• The base pay is just one component of arenaflex's total rewards package for employees
• In addition, the role may be eligible for the Annual Incentive Program, which is discretionary and based on the performance of the company, business unit, and individual
• Other rewards may include long-term incentives, sales incentives, and arenaflex's standard benefits package

About arenaflex's Culture

arenaflex is committed to creating a diverse and inclusive environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

How to Apply

If you're a motivated and customer-focused individual with a passion for helping others, we encourage you to apply for this exciting opportunity. Please submit your application through our website, and we'll be in touch to discuss your qualifications further.

Equal Employment Opportunity

arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and respectful work environment that values the unique perspectives and experiences of all employees.

E-Verify Participation

This employer participates in E-Verify. See the E-Verify notices.

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