Experienced Bilingual Customer Engagement Representative – Hybrid Role for Delivering Exceptional Customer Experiences in the Powersports Industry

Introduction to arenaflex arenaflex is at the forefront of revolutionizing recreational purchases by providing a seamless, end-to-end digital buying experience. By combining 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 connect people with their passions, and we achieve this by inspiring enthusiasts with our editorial brands, instantly prequalifying consumers for financing online, routing customers to dealerships for an easy closing, and supporting customers throughout their loan with superior loan servicing. About the Role We are seeking a highly skilled and experienced Bilingual Customer Engagement Representative to join our team in Irving, Texas. As a key member of our Servicing Center, you will play a crucial role in building a best-in-class servicing organization for our growing portfolio of Powersports loans. This is a hybrid role that offers the flexibility of working from home and in the office, providing an ideal work-life balance. If you are passionate about delivering exceptional customer experiences and have a strong background in customer service, we encourage you to apply for this exciting opportunity. Key Responsibilities Handle an average of 80 inbound and outbound calls per day, providing top-notch customer service and resolving customer issues in a timely and professional manner. Process phone payments and conduct outbound customer interview calls to ensure customer satisfaction and loyalty. Communicate and resolve customer issues via online chat channels, utilizing strong written and verbal communication skills. Resolve common customer concerns regarding their powersports loan, demonstrating excellent problem-solving abilities and a strong customer service attitude. Meet monthly productivity and quality goals, ensuring that all tasks are completed efficiently and effectively. Comply with all federal and state-specific laws that regulate collections and servicing activities, maintaining a strong understanding of industry regulations and guidelines. Requirements To be successful in this role, you will need to possess the following qualifications: High School Diploma or GED required, with some college coursework a plus. Preferably, you will have two years of customer service experience, ideally in auto finance or an installment loan portfolio. Collection experience is also a plus. A minimum of 2 years related customer service experience in a fast-paced environment, with a proven track record of delivering exceptional customer experiences. Working knowledge of Word and Excel, with the ability to master the use of web-based systems of record (LoanPro) - training will be 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. You will need to be honest, with a strong work ethic, and unscheduled absences will be rare. Preferred Qualifications While not essential, the following qualifications are preferred: Experience working in a call center or customer service environment, with a strong understanding of industry regulations and guidelines. Knowledge of powersports or automotive finance, with a passion for delivering exceptional customer experiences in this industry. Strong analytical and problem-solving skills, with the ability to think critically and outside the box. Skills and Competencies To be successful in this role, you will need to possess the following skills and competencies: Communication skills : Excellent verbal and written communication skills, with the ability to communicate effectively with customers via phone and online chat channels. Problem-solving skills : Strong problem-solving skills, with the ability to think critically and outside the box. Customer service skills : A strong customer service attitude, with the ability to deliver exceptional customer experiences in a fast-paced environment. Time management skills : Ability to manage time effectively, prioritizing tasks and meeting deadlines in a timely and professional manner. Adaptability : Ability to adapt to changing circumstances, with a flexible and positive attitude. 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: Comprehensive training programs, designed to help you develop the skills and knowledge needed to succeed in your role. Ongoing coaching and feedback, to help you continuously improve and develop your skills. Opportunities for career advancement, with a clear path for progression within the company. A supportive and collaborative work environment, with a team of experienced professionals who are passionate about delivering exceptional customer experiences. Work Environment and Company Culture At arenaflex, we pride ourselves on our positive and supportive company culture. As a Customer Engagement Representative, you will be working in a hybrid environment, with the flexibility to work from home and in the office. Our company culture is built on the following values: Customer-centricity : We are passionate about delivering exceptional customer experiences, and we strive to exceed our customers' expectations in everything we do. Integrity : We operate with integrity, honesty, and transparency, and we expect all our employees to uphold these values. Collaboration : We believe in the power of teamwork, and we encourage our employees to collaborate and work together to achieve our goals. Innovation : We are committed to innovation, and we encourage our employees to think outside the box and come up with new and creative solutions to problems. Compensation, Perks, and Benefits At arenaflex, we offer a comprehensive compensation and benefits package, designed to attract and retain the best talent in the industry. As a Customer Engagement Representative, you will be eligible for: Robust Health Care Plans (Medical, Dental & Vision) Up to 20 Days PTO (Accrued) Generous Parental Leave Retirement Plan (401k with Company Match) Educational Assistance/Tuition Reimbursement up to $3K/year Powersports Safety Benefit Gympass Wellness Benefit Conclusion If you are a motivated and experienced customer service professional, with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. As a Customer Engagement Representative at arenaflex, you will be working in a dynamic and supportive environment, with a team of experienced professionals who are dedicated to providing the best possible service to our customers. Don't miss out on this opportunity to join a leading company in the powersports industry - apply today! Apply for this job