Remote First Notice of Loss (FNOL) Customer Service Representative – Inbound Call Center Specialist with Tiered Bonus & Incentive Program at arenaflex

About arenaflex

arenaflex is a leading player in the subrogation industry, helping insurance carriers and property owners recover costs when damage is caused by a third party. Our mission is to simplify the claims recovery process, allowing our clients to focus on what matters most to them. With a strong emphasis on Process, Results, Culture, and Experience, we have built a reputation for delivering reliable, high‑quality service to both our customers and the partners we work with. As a 4‑year consecutive winner of the arenaflex Top Workplaces award, we pride ourselves on fostering a collaborative, inclusive, and growth‑oriented environment.

Why This Role Matters

Every day, our First Notice of Loss (FNOL) representatives are the first point of contact for engineers, technicians, and field operators who need to report property damage. By accurately capturing critical information, you enable the subrogation team to pursue rightful compensation quickly and efficiently. Your work directly impacts the financial health of our clients and helps maintain the integrity of the insurance ecosystem.

Position Overview

This is a fully remote, full‑time position that offers flexible scheduling across a 24/7/365 operation. You will join a dynamic team that values efficiency, accuracy, and exceptional customer service. In addition to a competitive base salary, arenaflex provides a tiered bonus structure and a daily incentive program that reward high performance and consistent quality.

Key Responsibilities

• Answer inbound calls from engineers, technicians, and other field personnel reporting FNOL incidents.
• Maintain a professional, courteous, and empathetic tone while gathering detailed claim information.
• Enter data accurately into a customized claims database, ensuring all required fields are completed.
• Analyze submitted photos and maps to verify the location and extent of damage.
• Report underground damage to locate companies when applicable, following established protocols.
• Provide clear, concise updates to customer representatives and internal stakeholders.
• Participate in special projects and process‑improvement initiatives as assigned.
• Adhere to service level agreements (SLAs) for talk time, readiness, and overall performance metrics.

Tiered Support Bonus System

arenaflex rewards your dedication with a structured bonus program based on total fees generated each month. Bonuses are paid per pay period on the paycheck following the period in which they are earned.

• Level 1: $105
• Level 2: $150
• Level 3: $205

FNOL Incentive Program

High‑performing FNOL team members can earn additional daily incentives. For each day you meet or exceed the set standards for talk time, not‑ready time, and service level, you will receive $10, calculated daily and paid on the 5th of the following month.

Essential Qualifications

• 6 months to 1 year of proven customer service experience in a call‑center environment.
• High school diploma or equivalent; additional education or certifications are a plus.
• Ability to type at least 55 words per minute with a high degree of accuracy.
• Proficiency with Microsoft Excel, Word, Outlook, PDF tools, and internet research.
• Strong verbal communication and active listening skills.
• Excellent written communication and the ability to follow scripts precisely.
• Capability to interpret photographs and maps to assess damage accurately.
• Reliable high‑speed internet connection; arenaflex contributes $50 per month toward your internet service cost.
• Home office setup that meets arenaflex’s ergonomic and technology standards; we provide the necessary computer equipment.

Preferred Qualifications & Skills

• Experience using Microsoft Teams or similar collaboration platforms.
• Prior exposure to insurance, claims, or subrogation processes.
• Demonstrated ability to work independently while maintaining high productivity.
• Flexibility to work various shifts, including evenings, nights, weekends, and holidays, to support our 24/7/365 operation.
• Problem‑solving mindset with a focus on continuous improvement.

Compensation, Benefits, and Perks

arenaflex offers a comprehensive benefits package designed to support your health, financial security, and work‑life balance.

• Competitive Base Salary with performance‑based bonuses and daily incentives.
• Paid Time Off (PTO): Accrued at 5 hours per pay period, equating to approximately three weeks of vacation after your first full year.
• Internet Stipend: $50 per month toward your home internet service.
• Retirement Savings: A matched 401(k) plan to help you build long‑term wealth.
• Health & Wellness: Medical, dental, and vision coverage options.
• Professional Development: Access to training resources, webinars, and tuition reimbursement for relevant courses.
• Employee Assistance Program (EAP): Confidential counseling and support services.
• Community Involvement: Volunteer events and charitable initiatives sponsored by arenaflex.
• Recognition Programs: Regular awards and celebrations for outstanding performance and teamwork.

Culture & Work Environment

At arenaflex, we believe that a supportive culture fuels high performance. Our remote workforce enjoys a casual, comfortable atmosphere while staying connected through regular virtual town halls, team‑building activities, and an open‑door communication policy. We celebrate achievements through company‑wide events, both virtual and in‑person, and encourage employees to give back to their communities through organized volunteer opportunities.

Career Growth Opportunities

arenaflex is committed to helping you advance your career. As you master the FNOL role, you can explore pathways into:

• Senior Claims Analyst or Claims Supervisor positions.
• Specialized roles in subrogation strategy, data analytics, or process optimization.
• Leadership tracks such as Team Lead, Operations Manager, or Regional Director.
• Cross‑functional opportunities in training, quality assurance, or customer experience design.

We provide mentorship programs, internal mobility options, and tuition assistance to ensure you have the tools you need to achieve your professional goals.

Application Process & Next Steps

If you are a motivated, detail‑oriented individual with a passion for delivering exceptional customer service, we invite you to apply today. Please note that only candidates residing in the United States (excluding California, North Carolina, Washington State, Illinois, and Oregon) are eligible for this role. All applicants will undergo pre‑employment drug screenings and criminal background checks.

To submit your application, click the link below. We look forward to reviewing your qualifications and potentially welcoming you to the arenaflex family.

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Equal Opportunity Employer

arenaflex is proud to be an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability.