Experienced Bilingual Customer Engagement Representative – Hybrid Role for Powersports Loan Servicing and Customer Support at arenaflex

Introduction to arenaflex and the Industry

arenaflex is at the forefront of revolutionizing recreational purchases, delivering a seamless and end-to-end digital buying experience that connects people with their passions. By combining cutting-edge technology and innovative risk strategies, arenaflex makes lifestyle purchases, such as powersports vehicles, RVs, and OPE, fast, easy, and accessible. With a strong presence in the industry, arenaflex adds value throughout the customer journey, from inspiring enthusiasts with editorial brands to supporting customers throughout their loan with superior loan servicing.

About the Role

We are seeking a highly skilled and bilingual (fluent in Spanish) Customer Engagement Representative to join our team at arenaflex. This is a hybrid role that offers the opportunity to work in a dynamic and fast-paced environment, partnering with us to build a best-in-class servicing organization for our growing portfolio of Powersports loans. As a Customer Engagement Representative, you will play a critical role in providing exceptional customer support, resolving customer issues, and ensuring a positive experience for our customers.

Key Responsibilities

• Handle an average of 80 inbound and outbound calls per day, providing timely and effective support to customers.
• Process phone payments and conduct outbound customer interview calls to ensure customer satisfaction and resolve any issues.
• Communicate and resolve customer issues via online chat channels, ensuring prompt and professional responses to customer inquiries.
• Resolve common customer concerns regarding their powersports loan, providing clear and concise information and solutions.
• Meet monthly productivity and quality goals, ensuring that all tasks are completed efficiently and to a high standard.
• Comply with all federal and state-specific laws that regulate collections and servicing activities, maintaining a strong understanding of regulatory requirements.

Requirements and Qualifications

To be successful in this role, you will need to possess the following essential qualifications:

• HS Diploma or GED required, with some college coursework a plus.
• Preferably two years of Customer Service experience, ideally in auto finance or an installment loan portfolio. Collection experience is a plus.
• Requires a minimum of 2 years related customer service experience in a fast-paced environment.
• Working knowledge of Word and Excel, with the ability to master the use of web-based systems of record (LoanPro) – training provided.
• Strong communication skills, both verbally and written, with the ability to communicate effectively with customers via phone and online chat channels. Bi-Lingual English/Spanish is a plus.
• Excellent "people" skills, with a strong customer service attitude and the ability to demonstrate problem-solving ability.
• Able to work a flexible schedule, which may include some overtime, nights, weekends, and holidays, with a strong work ethic and punctuality.

Preferred Qualifications

In addition to the essential qualifications, the following preferred qualifications will be highly regarded:

• Experience working in a customer-facing role, with a strong understanding of customer service principles and practices.
• Knowledge of the powersports industry, with a passion for delivering exceptional customer experiences.
• Experience working with web-based systems and technology, with the ability to quickly adapt to new systems and processes.
• Strong analytical and problem-solving skills, with the ability to resolve complex customer issues and provide effective solutions.

Skills and Competencies

To be successful in this role, you will need to possess the following skills and competencies:

• Strong communication and interpersonal skills, with the ability to build rapport with customers and colleagues.
• Excellent problem-solving and analytical skills, with the ability to resolve complex customer issues and provide effective solutions.
• Strong attention to detail, with the ability to accurately process customer information and resolve issues.
• Ability to work in a fast-paced environment, with the ability to prioritize tasks and manage multiple responsibilities.
• Strong customer service skills, with the ability to provide exceptional support and resolve customer issues in a timely and professional manner.

Career Growth Opportunities and Learning Benefits

At arenaflex, we are committed to providing our employees with opportunities for career growth and development. As a Customer Engagement Representative, you will have access to training and development programs, designed to help you build your skills and knowledge and advance your career. You will also have the opportunity to work with a talented and experienced team, who are passionate about delivering exceptional customer experiences and driving business success.

Work Environment and Company Culture

arenaflex is a remote-first company, with a strong culture of innovation, collaboration, and customer focus. We are committed to providing a positive and inclusive work environment, where our employees can thrive and grow. Our company culture is built on the values of integrity, respect, and excellence, and we are looking for individuals who share these values and are passionate about delivering exceptional customer experiences.

Compensation, Perks, and Benefits

At arenaflex, we offer a competitive compensation package, with a range of perks and benefits designed to support the well-being and success of our employees. These include:

• Robust Health Care Plans (Medical, Dental & Vision)
• Up to 20 Days PTO (Accrued)
• Generous Parental Leave
• Retirement Plan (401k with Company Match)
• Education Assistance/Tuition Reimbursement up to $3K/year
• Powersports Safety Benefit
• Gympass Wellness Benefit

Conclusion

If you are a motivated and customer-focused individual, with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity to join our team at arenaflex. As a Customer Engagement Representative, you will play a critical role in supporting our customers and driving business success. With a competitive compensation package, opportunities for career growth and development, and a positive and inclusive work environment, this is an opportunity not to be missed. Apply now to join our team and start your journey with arenaflex!