Customer Experience Professional - Hybrid

Arbella Insurance Group; Quincy (MA); On-site; USD 45,000 - 47,000; Full time

Benefits offered by this job

On-site gym & fitness classes

Nurse on-site & health resources

Cafeterias on-site

Free shuttle to Quincy Adams T Station

Tuition assistance

Job summary

Arbella Insurance Group seeks a Customer Experience Professional to support customers with billing and policy inquiries across multiple channels. The role emphasizes care, collaboration and problem solving in a fast-paced environment.

You will build relationships with customers, agents and vendors while contributing to Arbella’s commitment to diversity, inclusion and excellent service. Training and development are provided.

Qualifications

• Some work experience in a customer service environment preferred.
• Strong interpersonal, organizational, communication and collaboration skills.
• Data entry proficiency.
• Ability to multi-task in a fast-paced environment.
• Spanish or Portuguese proficiency is desirable but not required.

Responsibilities

• Effectively communicate with customers, agents, third parties and vendors across multiple channels.
• Guide customers through billing and policy-related inquiries with care and compassion.
• Research and analyze policy/billing activity to identify solutions.
• Collaborate with agents and in-house Service Center to escalate urgent concerns.
• Build relationships with internal and external customers to deliver exceptional service.
• Promote Arbella’s core values including Diversity and Inclusion.
• May work in other Arbella contact centers to expand skills based on business needs.
• Perform other related work as required.

Skills

Customer service

Interpersonal skills

Data entry

Multi-tasking

Spanish/Portuguese (desirable)

Job description

Exceptional opportunity to join our dynamic Customer Service Team!

Why Arbella?

At Arbella, we’re focused on people. We work hard to attract and retain the best. That means providing a great work environment, encouraging work/life balance, offering flexible work arrangements, and competitive salaries and benefits packages. We invest in our employees and encourage them to grow so that we, too, can grow as a company.

Other Perks Include

• On-site gym and fitness classes and one‑on‑one personal training
• On-site nurse, nutritional counseling, and mental health resources
• Full‑service cafeterias
• Free shuttle service to Quincy Adams T Station
• Tuition assistance programs
• Opportunities to get involved: Arbella Activities Committee, Diversity and Inclusion Council, and more
• A company committed to community: volunteer opportunities, employee‑led community efforts, and the Arbella Insurance Foundation
• Robust training, mentorship, and professional/personal development programs
• Colleagues who genuinely care about each other

Arbella is committed to building a workplace that’s diverse, inclusive, and equitable for everyone. We’ve created a culture that supports a diverse workplace where all are valued for their talents and are empowered to reach their full potential.

It’s no wonder our employees have voted Arbella one of the Boston Business Journal’s “Best Places to Work” every year since 2009!

The Arbella Customer Experience Professional is an individual who understands and supports our commitment to delivering exceptional service consistent with Arbella’s brand. They thrive in a fast‑paced environment, have an inquisitive mindset, and adapt well to change. They are eager to learn and develop new skills, build meaningful relationships, and collaborate effectively on a team to achieve department goals.

Key Responsibilities

• Effectively communicate with customers, agents, third parties and vendors across multiple communication channels.
• Perform an array of tasks including using care and compassion to guide customers through billing and policy‑related inquiries.
• Research and analyze policy/billing activity and proactively identify solutions to resolve customer inquiries.
• Collaborate with independent agents and in‑house Service Center to escale urgent customer concerns using sound judgment.
• Build relationships with our internal and external customers, agents, vendors, and others, and is committed to delivering exceptional service.
• Contribute to a positive team atmosphere, overall department goals, and be active in promoting Arbella’s core values including Diversity and Inclusion efforts.
• May have the opportunity to work in other Arbella contact centers to expand skills/knowledge based on business need.
• Perform other related work as required or requested.

Requirements

• Some work experience in a customer service environment preferred.
• Sound interpersonal, organizational, communication and collaboration skills.
• Data entry proficiency.
• Ability to multi‑task and work in a fast‑paced environment.
• Proficiency in Spanish or Portuguese would be desirable but not required.

Our work schedule is 36.25 hours per week. In addition, you are eligible for a profit‑share bonus program, exceptional benefit and wellness programs, career development, flexible schedules and much more.

Our current reasonable and good faith estimate of the annual salary or hourly wage range for this position is approximately $45,000 ($24.00 an hour) – $47,000 ($25.00 an hour) based on a variety of factors including, but not limited to, relevant skills and experience.

Please note: The advertised pay range is not a guarantee or promise of a specific wage.