Customer Service Representative – Term Life Insurance Policyholder & Agent Support Specialist

Join arenaflex: Where Career Growth Meets Meaningful Customer Impact

Are you passionate about delivering exceptional customer service and looking to build a long-term career in a dynamic, award-winning organization? arenaflex is actively seeking dedicated and empathetic Customer Service Representatives to join our Agent Services department at our corporate office in Duluth, Georgia. This is more than just a job — it is the first step on a clearly defined career path with real opportunities for advancement, professional development, and personal fulfillment.

For years, arenaflex has been recognized as one of the top employers in the metro Atlanta area, celebrated for our unwavering commitment to diversity, inclusion, employee well-being, and workplace excellence. Our company culture is built on respect, collaboration, innovation, and the belief that every team member contributes meaningfully to the success of the organization and the satisfaction of the customers we serve. When you join arenaflex, you become part of a community that values your unique perspective, invests in your development, and supports you at every stage of your professional journey.

About the Role

As a Customer Service Representative (CSR) in our Agent Services department, you will serve as the primary point of contact for our term life insurance policyholders and field agents. Your primary mission will be to deliver exemplary, accurate, and courteous service across both verbal and written communication channels. Every interaction you have will directly impact the customer experience and reinforce arenaflex's reputation as a trusted leader in the insurance industry.

This position is ideal for individuals who thrive in a fast-paced, customer-focused environment, enjoy problem-solving, and take pride in helping others navigate complex inquiries. Whether you are assisting a policyholder with a billing question, helping an agent understand underwriting guidelines, or processing a contract change, your work will be essential to maintaining strong, lasting relationships with our clients and partners.

Key Responsibilities

• Respond promptly and professionally to inbound calls and written inquiries from term life insurance policyholders and agents regarding billing, policy coverage, underwriting, and contract changes.
• Listen actively to customer concerns, identify the root cause of issues, and ask appropriate clarifying questions to ensure a thorough understanding of each situation.
• Deliver clear, concise, and accurate responses that demonstrate strong product knowledge and a commitment to first-call resolution whenever possible.
• Document all research findings, customer interactions, and case notes thoroughly and accurately in our systems to ensure seamless follow-up and continuity of service.
• Perform necessary corrections and adjustments directly within the system during the call, and escalate complex issues or required approvals to the appropriate team members.
• Recognize priority situations and high-priority escalations, responding appropriately and notifying the necessary internal stakeholders in a timely manner.
• Maintain up-to-date knowledge of arenaflex's products, services, procedures, and policy guidelines to provide accurate and consistent information.
• Communicate with empathy, professionalism, and patience when dealing with upset, frustrated, or irate customers, de-escalating tense situations while remaining focused on resolution.
• Meet or exceed individual and team performance metrics related to call quality, response time, customer satisfaction, and accuracy.
• Collaborate with team members, supervisors, and other departments to share knowledge, solve problems, and continuously improve service delivery.

Qualifications, Skills, and Abilities

Essential Qualifications

• Education: Minimum high school diploma or GED equivalent required.
• Customer Service Experience: At least one year of call center customer service experience is preferred, though not required. We welcome candidates who demonstrate strong communication skills, a customer-first mindset, and a willingness to learn.
• Communication Skills: Excellent verbal and written communication skills with the ability to explain information clearly, professionally, and empathetically.
• Technical Proficiency: Solid PC skills, with intermediate-level proficiency in Microsoft Word and the ability to learn and navigate multiple software applications efficiently.
• Customer Focus: A genuine passion for helping people and providing outstanding service.
• Attention to Detail: Strong accuracy and thoroughness when documenting information and processing transactions.
• Professionalism: Ability to remain composed, courteous, and solution-oriented when interacting with irate or distressed customers.
• Adaptability: Willingness and ability to maintain current knowledge of company products, procedures, and industry updates.

Preferred Qualifications

• Previous experience in the insurance, financial services, or related industry is a strong plus.
• Familiarity with term life insurance products, billing systems, or policy administration platforms.
• Experience working in a remote or hybrid capacity with demonstrated self-discipline and time-management skills.

Schedule, Compensation, and Remote Work Information

Work Schedule

• Full-time position: 40 hours per week
• Monday through Friday, 8:00 AM – 5:00 PM
• Consistent schedule with evenings and weekends free

Salary

Competitive hourly or salaried compensation ranging from $28,000 to $32,000 annually, based on experience and qualifications. This position is classified as non-exempt (eligible for overtime pay in accordance with applicable law).

Remote and Hybrid Work Options

Following a comprehensive training period, hybrid and remote working schedules may be available based on performance and business needs. To ensure seamless connectivity and productivity, remote employees must meet the following requirements:

• Personal computer or laptop (PC or Mac)
• PC: Windows 10 or higher (Windows 7, 8, or 9 not supported)
• Chromebooks are not compatible with our systems
• Reliable high-speed internet access with minimum upload speed of 8 Mbps and minimum download speed of 15 Mbps

Career Growth and Development Opportunities

At arenaflex, we believe that career growth should be transparent, achievable, and rewarding. The Customer Service Representative 1 position is the first step in a structured career path, with clearly defined promotion criteria based on knowledge, skills, and performance. Employees can create personalized development plans to acquire the competencies needed for advancement within the department.

Our team members are encouraged to take ownership of their professional development, with access to internal mobility opportunities. After one year in the position, employees are eligible to apply for other roles within the company, opening doors to career paths in operations, training, quality assurance, leadership, and beyond.

We are committed to helping you build a future that is as productive and rewarding as possible. Through mentorship, training programs, tuition reimbursement, and continuous learning opportunities, arenaflex invests in its people at every stage of their journey.

Comprehensive Benefits Package

arenaflex offers a robust benefits package designed to support the health, financial well-being, and work-life balance of our employees. Benefits include:

• Health, Dental, and Vision Insurance — Coverage begins on day one of employment.
• 401(k) Retirement Plan — Competitive employer match to help you plan for the future.
• Generous Paid Time Off — Vacation, sick leave, holidays, and volunteer time off to recharge and give back.
• Life and Disability Insurance — Financial protection for you and your loved ones.
• Flexible Spending Account (FSA) and Health Savings Account (HSA) — Tax-advantaged options for healthcare and dependent care expenses.
• Professional Development Programs — Opportunities to expand your skills and grow your career.
• Tuition Reimbursement — Financial support for continuing education and certifications.
• Company-Sponsored Social and Philanthropy Events — Team-building activities and opportunities to make a difference in our community.

Our Commitment to Diversity, Equity, and Inclusion

It has been and will continue to be the policy of arenaflex and its subsidiaries to be an Equal Opportunity Employer. We provide equal opportunity to all qualified individuals regardless of race, sex, color, religious creed, religion, national origin, citizenship status, age, disability, pregnancy, ancestry, military service or veteran status, genetic or carrier status, marital status, sexual orientation, gender identity, or any classification protected by applicable federal, state, or local laws.

At arenaflex, we believe that diversity and inclusion are critical to our future and our mission — creating a foundation for a creative workplace that leads to innovation, growth, and profitability. Through a variety of programs and initiatives, we invest in each employee, seeking to ensure that our people are not only respected as individuals but also truly valued for the unique perspectives they bring to our team.

Why arenaflex? Why Now?

When you join arenaflex, you are not just starting a job — you are launching a career with a company that has been consistently recognized as one of the best places to work in the metro Atlanta area. We have been celebrated for our commitment to diversity, our employee-focused culture, and our standing as one of America's most respected insurance and financial services organizations. Our employees enjoy a supportive, collaborative work environment where contributions are recognized, achievements are celebrated, and growth is not just encouraged but expected.

Whether you are an experienced customer service professional looking to take the next step in your career or someone seeking a meaningful entry into the insurance industry, arenaflex offers the resources, training, and support you need to succeed. We provide a clear roadmap for advancement, competitive compensation and benefits, and a culture that genuinely cares about the well-being and success of every team member.

Ready to Take the Next Step?

If you are a motivated, service-oriented individual who is ready to build a rewarding career with a company that values your contributions and invests in your future, we encourage you to apply today. Bring your skills, your ambition, and your passion for helping others — and let arenaflex provide the platform for you to thrive.

Apply now and discover what it feels like to work at one of the best places to work in metro Atlanta. Your future starts here at arenaflex.