Experienced Bilingual Customer Engagement Representative – Delivering Exceptional Service in a Fast-Paced Hybrid Environment for arenaflex

Introduction to arenaflex arenaflex is at the forefront of revolutionizing recreational purchases, providing a seamless and end-to-end digital buying experience that connects people with their passions. By leveraging cutting-edge technology and innovative risk strategies, we make lifestyle purchases, such as powersports vehicles, RVs, and OPE, fast, easy, and accessible. Our mission is to inspire enthusiasts and provide superior support throughout the customer journey, from inspiring editorial content to instant prequalification for financing, routing customers to dealerships, and offering exceptional loan servicing. About the Role We are seeking a highly skilled and bilingual (fluent in Spanish) Customer Engagement Representative to join our team in Irving, Texas. This is a unique opportunity to be part of building a best-in-class servicing organization for our growing portfolio of Powersports loans. As a Customer Engagement Representative, you will play a vital role in delivering exceptional customer service, resolving issues, and ensuring customer satisfaction. Your ability to communicate effectively in both English and Spanish will be a significant asset in this role, allowing you to connect with a diverse range of customers and provide personalized support. Key Responsibilities Handle an average of 80 inbound and outbound calls per day, ensuring prompt and professional communication with customers. Process phone payments efficiently and securely, following all necessary protocols and guidelines. Conduct outbound customer interview calls to gather information, resolve issues, and provide support, demonstrating a strong understanding of customer needs and concerns. Communicate and resolve customer issues via online chat channels, providing timely and effective solutions to customer inquiries and concerns. Resolve common customer concerns regarding their powersports loan, including payment issues, account inquiries, and other related matters, ensuring that customers receive accurate and helpful information. Meet monthly productivity and quality goals, consistently delivering high-quality results and striving for continuous improvement. Comply with all federal and state-specific laws that regulate collections and servicing activities, maintaining a strong understanding of relevant regulations and guidelines. 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, demonstrating a strong foundation in education and a commitment to ongoing learning. Preferably two years of Customer Service experience, ideally in auto finance or an installment loan portfolio, with collection experience being a plus, highlighting your ability to work in fast-paced environments and navigate complex customer interactions. Working knowledge of Word and Excel, with the ability to master the use of web-based systems of record (such as LoanPro), demonstrating your technical skills and adaptability. Strong communication skills, both verbally and written, with the ability to communicate effectively in English and Spanish, allowing you to connect with a diverse range of customers and provide personalized support. Excellent "people" skills, with a strong customer service attitude and the ability to demonstrate problem-solving ability, ensuring that customers receive prompt and effective support. Able to work a flexible schedule, which may include some overtime, nights, weekends, and holidays, with a strong work ethic and a commitment to punctuality and reliability. Preferred Qualifications In addition to the essential qualifications, the following preferred qualifications will be considered an asset: Experience working in a fast-paced customer service environment, with a proven track record of delivering high-quality results and navigating complex customer interactions. Knowledge of the powersports industry, with a strong understanding of the products and services offered, allowing you to provide informed and personalized support to customers. Experience with web-based systems of record, such as LoanPro, demonstrating your technical skills and adaptability. Bilingual or multilingual skills, with the ability to communicate effectively in English and Spanish, allowing you to connect with a diverse range of customers and provide personalized support. 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 communicate effectively with customers, colleagues, and other stakeholders. Excellent problem-solving and analytical skills, with the ability to navigate complex customer interactions and provide effective solutions. Ability to work in a fast-paced environment, with a strong sense of urgency and a commitment to delivering high-quality results. Strong technical skills, with the ability to master web-based systems of record and other software applications. Ability to work independently and as part of a team, with a strong sense of collaboration and a commitment to achieving shared goals. Career Growth Opportunities and Learning Benefits At arenaflex, we are committed to providing our employees with opportunities for growth and development. As a Customer Engagement Representative, you will have access to training and development programs, including: Comprehensive training on our web-based systems of record, including LoanPro. Ongoing coaching and feedback to help you develop your skills and achieve your goals. Opportunities for advancement and career growth within the company. Access to educational assistance and tuition reimbursement programs, allowing you to pursue ongoing learning and development. Work Environment and Company Culture At arenaflex, we pride ourselves on our dynamic and supportive work environment. As a Customer Engagement Representative, you will be part of a team that is passionate about delivering exceptional customer service and making a positive impact on our customers' lives. Our company culture is built on the following values: A commitment to excellence and continuous improvement. A focus on customer satisfaction and loyalty. A culture of collaboration and teamwork. A dedication to diversity, equity, and inclusion. Compensation, Perks, and Benefits At arenaflex, we offer a competitive compensation package, including: Robust health care plans, including medical, dental, and vision coverage. Up to 20 days of paid time off (PTO) per year, allowing you to recharge and pursue your interests. Generous parental leave policies, supporting you and your family during important life events. Retirement plan with company match, helping you plan for your future. Educational assistance and tuition reimbursement programs, allowing you to pursue ongoing learning and development. Powersports safety benefit, supporting your passion for powersports and your commitment to safety. Gympass wellness benefit, promoting your physical and mental well-being. Conclusion If you are a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity. As a Customer Engagement Representative at arenaflex, you will be part of a dynamic team that is dedicated to making a positive impact on our customers' lives. With a commitment to excellence, a focus on customer satisfaction, and a culture of collaboration and teamwork, we offer a work environment that is both challenging and rewarding. Apply today to join our team and take the first step towards a rewarding and fulfilling career at arenaflex! Apply for this job