Bilingual Customer Service Representative – Auto Insurance Support (Primarily Remote, Spanish/English)

Build a Rewarding Career Helping Customers Every Day

Are you a natural problem-solver who thrives on delivering exceptional customer experiences? Do you have a passion for helping people and the ability to communicate fluently in both English and Spanish? arenaflex is seeking a dedicated, bilingual professional to join our award-winning auto insurance customer service team as a Bilingual Customer Service Representative – Auto Insurance Support. This primarily home-based position offers the opportunity to make a meaningful impact on the lives of our policyholders while enjoying a supportive, growth-oriented environment and the flexibility of remote work.

At arenaflex, we have been at the forefront of the insurance industry for over six decades, providing affordable, high-quality auto insurance to customers across the nation. Our success is built on the dedication of our employees, who bring energy, empathy, and expertise to every interaction. We are proud of our collaborative, inclusive culture that values diversity of thought, encourages innovation, and rewards hard work. As a member of our customer service team, you will be the voice of arenaflex—helping drivers navigate their policies, resolve inquiries, and feel confident in the coverage that protects them and their families.

About the Role

As a Bilingual Customer Service Representative at arenaflex, you will report to a Customer Service Manager and participate in comprehensive training activities designed to equip you with deep product knowledge and system expertise. Your primary mission will be to respond to auto policy-related inquiries from agents, agency staff, operations partners, and customers—delivering outstanding, customer-first service on every call.

You will be measured on your ability to resolve inquiries on the first call with minimal effort required from the customer, creating a seamless experience that maximizes customer value and satisfaction. Your bilingual fluency in English and Spanish will be essential to serving our diverse customer base and ensuring every policyholder receives the same high standard of care.

Work Environment and Schedule

This is a primarily home-based role, with approximately 80% of your time (4+ days per week) spent working remotely. You must live within approximately 35–50 miles of one of our office locations, as occasional in-person engagement is required for team meetings, trainings, and culture events. Our office locations include:

• Madison, WI 53783
• Phoenix, AZ 85034
• Nashville, TN 37214

Internal candidates are encouraged to apply regardless of their current location and will be considered based on the needs of the role.

Training Period: Mandatory training will be conducted virtually for the first 6 weeks of employment, Monday through Friday from 9:00 AM to 6:00 PM CST. Please note that no time off can be taken during training.

Normal Business Hours: Monday–Thursday 7:00 AM–9:00 PM CST, Friday 7:00 AM–8:00 PM CST, and rotating Saturdays 8:00 AM–4:00 PM CST.

Post-Training Schedule Options

• Monday–Friday 11:00 AM–8:00 PM CST, rotating Saturday 8:00 AM–4:00 PM CST
• Monday–Thursday 12:00 PM–9:00 PM CST, Friday 12:00 PM–8:00 PM CST, rotating Saturday 8:00 AM–4:00 PM CST

Target Start Date: November 11, 2024

Key Responsibilities

• Develop in-depth knowledge of company systems and complete several application trainings associated with policy processing.
• Respond to basic inquiries from agents, agency staff, and customers related to auto policies and accounts, with supervisory support as needed.
• Attend required training sessions and obtain necessary licenses to develop the skills needed to transition to the next career level.
• Provide thoughtful input on process improvement ideas for customer and agent support workflows.
• Follow established procedures and continuously apply process improvement standard work to enhance service delivery.
• Strive to resolve customer inquiries on the first call, minimizing the effort required from the customer and maximizing satisfaction.
• Maintain accurate records of customer interactions and document all relevant information in company systems.
• Collaborate with team members and cross-functional partners to share insights, best practices, and solutions.
• Uphold arenaflex's commitment to delivering exceptional service with empathy, professionalism, and efficiency.

Essential Qualifications and Skills

• Bilingual Fluency: Must pass bilingual assessments in reading, understanding, writing, and conversing fluently in both Spanish and English.
• Customer Service Experience: Demonstrated experience providing customer-driven solutions, support, or service.
• Communication Skills: Strong written and verbal communication skills with the ability to explain complex information clearly and courteously.
• Typing/Keyboarding: Demonstrated typing speed of at least 30 words per minute.
• Technical Proficiency: Demonstrated experience with various PC software applications, including Microsoft Office Suites, Internet Explorer, and Outlook.
• Math Skills: Demonstrated ability to perform multiplication, division, addition, and subtraction accurately.
• Problem-Solving Mindset: A proactive approach to identifying solutions and resolving customer concerns efficiently.

Preferred Qualifications

• Active Property & Casualty (P&C) Insurance License (not required, but candidates with an active license will receive a $250 bonus upon hire).
• Previous experience in the insurance industry, call center environment, or customer-facing role.
• Familiarity with auto insurance products, policies, and underwriting principles.

Compensation and Benefits

Starting Pay: $23.00/hour, with a compensation range of $23.00 – $30.76/hour based on job level and geographic location. Pay rate type: Hourly.

At arenaflex, we believe in taking care of our employees and their families. Our comprehensive benefits package includes:

• Medical, Dental, and Vision Coverage: Access to comprehensive wellbeing benefits that enable you to take care of your health.
• Retirement Savings: A competitive 401(k) contribution and a pension plan to help you build financial security for the future.
• Annual Incentive: Eligibility for an annual incentive program that rewards your contributions.
• Paid Time Off: 9 paid holidays and a paid time off program with 23 days accrued annually for full-time employees.
• Family Support: A paid-family leave program and student loan repayment program to support you and your loved ones.
• Relocation Support: Relocation assistance is offered for eligible candidates.

Note: Interns and contingent workers are not eligible for arenaflex benefits.

Travel Requirements

Up to 10% travel may be required for team meetings, trainings, and culture events.

Physical Requirements

This position primarily involves sitting and standing while working at a computer or attending meetings.

Our Culture at arenaflex

At arenaflex, we have engineered a stable, collaborative culture supported by a community that genuinely cares about one another and about achieving extraordinary results. We celebrate diversity, embrace team spirit, and foster a can-do attitude that empowers every employee to thrive. You'll be prepared for opportunities to learn and grow as you work alongside coworkers from different backgrounds and professional experiences.

We take pride in offering quality insurance and providing exceptional service. Through your invaluable skills and talents, you can help arenaflex continue to shape the insurance industry and make a real difference in the lives of our customers.

Equal Opportunity Employer

arenaflex is an equal opportunity employer. It is our policy to comply with all applicable federal, state, and local laws pertaining to non-discrimination, non-harassment, and equal opportunity. We also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local law.

Ready to Join Us?

We encourage you to apply even if you do not meet all of the requirements listed above. Skills can be used in many different ways, and your life and professional experience may be relevant beyond what a list of requirements will capture. We are looking for passionate individuals who are eager to learn, grow, and make a difference.

If you are a motivated, bilingual customer service professional ready to take the next step in your career, we invite you to apply today and become part of the arenaflex family. Help us continue our six-decade legacy of saving people money and delivering peace of mind to drivers across the country.