Evening Shift Customer Service Representative – Travel Protection Claims & Support Specialist at arenaflex

About arenaflex

arenaflex is a leading provider of travel protection solutions, serving millions of travelers across North America with peace‑of‑mind insurance products. Our mission is to deliver “white glove” service that turns stressful travel incidents into smooth, supportive experiences for our clients. As a company that values diversity, inclusion, and corporate responsibility, arenaflex invests heavily in sustainable practices, community outreach, and employee well‑being. Whether you’re helping a family navigate a delayed flight or assisting a business traveler after an unexpected medical event, you’ll be part of a team that truly makes a difference in people’s lives.

Why This Role Matters

The Evening Shift Customer Service Representative is the frontline voice of arenaflex for travelers who need assistance outside of regular business hours. You will be the trusted point of contact for claim inquiries, policy explanations, and proactive outreach, ensuring that every passenger feels heard, respected, and supported. This role is essential to maintaining arenaflex’s reputation for reliability, empathy, and rapid resolution.

Key Responsibilities

• Answer inbound calls and automated callbacks, providing accurate claim status updates, initiating new claims, and delivering clear information about travel protection plans.
• Make outbound calls to follow up on open claims, communicate outcome decisions, and gather additional documentation when needed.
• Verify and update mailing addresses for returned correspondence, ensuring timely delivery of claim-related documents.
• Process new claim submissions received from tour operators and travel agents, entering data into the claims management system with precision.
• Educate travel agents and passengers on the features, benefits, and coverage details of arenaflex’s travel protection products.
• Document every interaction in the CRM system, maintaining a complete audit trail for compliance and quality assurance.
• Collaborate with the claims adjudication team, underwriting, and legal departments to resolve complex issues.
• Participate in ongoing training sessions, team huddles, and performance reviews to continuously improve service quality.
• Perform additional duties as assigned, contributing to the overall efficiency of the 7‑day‑a‑week operation.

Required Qualifications

• Availability: Ability to work any shift within the evening/late‑afternoon window, including weekends, holidays, and occasional overtime.
• Education: High School Diploma or equivalent; additional coursework in business, communications, or related fields is a plus.
• Attention to Detail: Demonstrated ability to focus on accuracy while handling multiple tasks.
• Organizational Skills: Proven track record of managing high‑volume call queues and maintaining orderly records.
• Communication: Strong verbal and written communication skills, with the ability to convey complex insurance concepts in plain language.
• Technical Proficiency: Advanced skills in Microsoft Word and Excel; comfortable navigating web‑based CRM and claims platforms.
• Self‑Motivation: Ability to work independently with minimal supervision while also thriving in a collaborative team environment.
• Critical Thinking: Excellent decision‑making abilities, especially when assessing claim eligibility and policy coverage.

Preferred Qualifications

• Previous experience in an insurance office, travel agency, or related customer‑service environment.
• Familiarity with travel protection terminology, such as trip cancellation, medical evacuation, and baggage loss.
• Experience using ticketing or claims management software (e.g., Guidewire, Salesforce Service Cloud).
• Multilingual abilities, particularly in Spanish, to serve a diverse client base.
• Certification in customer service excellence (e.g., HDI, CCSP) or a related field.

Core Skills & Competencies

• Empathy & Patience: Ability to remain calm and supportive when dealing with distressed travelers.
• Problem Solving: Quickly identify root causes and propose effective solutions.
• Time Management: Prioritize tasks to meet service level agreements (SLAs) and response time targets.
• Team Collaboration: Share knowledge, mentor new hires, and contribute to a positive team dynamic.
• Adaptability: Adjust to shifting priorities, new product launches, and evolving regulatory requirements.

Benefits & Perks

arenaflex is committed to rewarding the hard work and dedication of its employees. While specific compensation details will be discussed during the interview process, candidates can expect a competitive salary package complemented by a robust benefits suite:

• Comprehensive health, dental, and vision insurance with generous employer contributions.
• Company‑matched 401(k) retirement plan to help you build long‑term financial security.
• Paid time off (PTO) that balances work and personal life, plus additional paid holidays.
• Short‑term and long‑term disability coverage, as well as paid maternity and paternity leave.
• Employee Assistance Program (EAP) offering counseling, financial advice, and wellness resources.
• Wellness initiatives, including virtual fitness classes, mental‑health days, and health challenges.
• Regular social events—both virtual and in‑person—to foster community and celebrate milestones.
• Discounts on travel insurance products for employees and their families.

Career Development & Learning Opportunities

arenaflex believes that employee growth fuels company success. In this role, you will have access to:

• Structured onboarding and a 90‑day hybrid training program that blends on‑site mentorship with remote learning modules.
• Continuous skill‑building workshops covering advanced claims handling, regulatory updates, and customer‑experience best practices.
• Clear career pathways toward senior customer‑service roles, team lead positions, or specialized claims analyst tracks.
• Tuition reimbursement for relevant certifications or degree programs.
• Opportunities to cross‑train with other departments such as underwriting, product development, and sales.

Work Environment & Culture

Our Pembroke Pines office serves as a collaborative hub where you’ll spend 2‑3 days per week alongside seasoned professionals. The remaining days can be worked from the comfort of your home, giving you flexibility while maintaining a strong connection to the arenaflex community. Our culture is built on:

• Inclusion: A diverse workforce where every voice is valued and respected.
• Transparency: Open communication channels between leadership and front‑line staff.
• Innovation: Encouragement to suggest process improvements and share ideas that enhance the customer journey.
• Recognition: Regular acknowledgment of individual and team achievements through awards, shout‑outs, and performance bonuses.

Compensation Overview

While exact figures will be tailored to experience and market benchmarks, arenaflex offers a salary range that reflects the importance of evening‑shift expertise in the travel insurance sector. In addition to base pay, you may be eligible for performance‑based incentives, shift differentials for evening hours, and annual bonuses tied to team metrics.

How to Apply

If you are passionate about helping travelers navigate unexpected challenges, thrive in a fast‑paced, supportive environment, and are ready to work evenings with a dynamic, purpose‑driven team, we want to hear from you. arenaflex welcomes applicants from all backgrounds, and we encourage you to apply even if you don’t meet every single qualification listed above.

Take the next step in your career and join a company that values your talent, your well‑being, and your ambition.

Apply Job!