Remote First Notice of Loss (FNOL) Customer Service Representative – Inbound Call Center, Subrogation Claims Support (Work From Home)

Join arenaflex: Where Customer Service Meets Purpose and Possibility

Are you a compassionate, detail-oriented communicator who thrives in a fast-paced, fully remote call center environment? Do you take pride in helping customers navigate challenging moments with professionalism and care? arenaflex is searching for a dedicated Remote First Notice of Loss (FNOL) Customer Service Representative to join our dynamic, growth-oriented team. This isn’t just another customer service job — it’s an opportunity to make a tangible difference every single day by helping property owners report damage, recover losses, and move forward after unexpected events.

At arenaflex, we are specialists in subrogation recovery services. Insurance carriers, utilities, municipalities, and infrastructure operators trust us to recover payments on damage claims so that the responsible party — not the insurer or property owner — is the one covering the costs. By doing this important work, we allow our clients to focus on their core operations, while ensuring that fairness and accountability drive every claim we handle. Our clients count on us for accuracy, empathy, and efficiency, and we count on team members like you to deliver on that promise.

Our success is anchored in our Core Four principles: Process, Results, Culture, and Experience. These aren’t just words on a wall — they guide every interaction, every decision, and every improvement we make. If you’re energized by structured workflows, measurable outcomes, a positive team culture, and delivering exceptional experiences, you’ll feel right at home at arenaflex.

What You’ll Do as an FNOL Customer Service Representative

As a First Notice of Loss (FNOL) Representative I at arenaflex, you’ll serve as the critical first point of contact for engineers, technicians, field operators, and other professionals reporting damage to underground infrastructure and client property. Your day will be filled with meaningful conversations, accurate data entry, and problem-solving that helps our clients process claims quickly and correctly.

Key Responsibilities Include:

• Answer inbound calls from field professionals, contractors, technicians, and other stakeholders reporting First Notice of Loss claims in a courteous, professional, and timely manner.
• Document FNOL claims accurately by entering detailed information into our customized claims management database, ensuring all data is captured without error.
• Report underground damage to appropriate locate companies when applicable, following strict protocols to support safe and compliant resolution.
• Analyze photographs and mapping tools to verify the correct location of damage and assess the nature of the incident, helping determine next steps for the claim.
• Provide outstanding service to customer representatives and all parties involved in a claim, building trust through active listening, empathy, and clear communication.
• Follow established scripts and procedures while also exercising sound judgment to handle unique or escalated situations with confidence.
• Support special projects as assigned, contributing to continuous improvement initiatives and cross-functional team efforts.
• Maintain productivity and quality standards as defined by the department, including talk time, not-ready time, and service level benchmarks.

What We’re Looking For: Skills, Abilities, and Experience

We are seeking candidates who are not only technically capable but also genuinely passionate about delivering excellent customer service. The ideal FNOL Representative is a clear communicator, a fast and accurate typist, and someone who can balance efficiency with empathy.

Required Skills & Abilities:

• Typing speed of at least 55 words per minute (WPM), error-free, to keep pace with call volume and documentation requirements.
• Full proficiency in Microsoft Excel, Word, Outlook, PDF tools, and internet search functionality.
• Advanced phone and verbal communication skills, with the ability to convey information clearly, courteously, and confidently.
• Active listening skills, allowing you to understand caller needs, ask clarifying questions, and respond appropriately.
• Excellent written communication skills for accurate claim notes and internal correspondence.
• Strong reading comprehension and the ability to follow a script while still engaging naturally with callers.
• Photo analysis and interpretation skills, including the ability to assess images and pinpoint damage locations on a map.
• A self-directed work ethic with the ability to establish a quiet, ergonomic, and distraction-free home office environment. (arenaflex provides the necessary computer equipment — you bring the focus and discipline.)

Experience & Education:

• 6 months to 1 year of previous customer service call center experience is required.
• Experience with Microsoft Teams is a plus, but not mandatory.
• High school diploma or equivalent is required.

Compensation, Bonuses, and Earning Potential

At arenaflex, we believe in rewarding hard work and high performance. In addition to your base pay, you’ll have access to a robust tiered bonus system designed to recognize and incentivize excellence.

Tiered Support Bonus System

Our tiered support bonus is based on total fees generated across the department during the month. Bonuses are paid per pay period on the paycheck following the period in which they are earned — meaning you can earn extra money simply by doing your job well. The current tier structure is as follows:

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

FNOL Incentive Program

In addition to the tiered bonus system, our FNOL team members are eligible for a specialized incentive program designed to reward daily performance. The incentive is calculated daily and paid on the 5th of the following month. For each day you meet the established standards for talk time, not-ready time, and service level, you’ll earn an additional $10. The more consistently you perform, the more you can earn each month.

Perks, Benefits, and Work-Life Balance

We don’t just talk about work-life balance — we actively support it. arenaflex is proud to be a four-time winner of The Oklahoman Top Workplaces award, a recognition that reflects our commitment to creating an outstanding employee experience.

Benefits and Perks Include:

• Paid Time Off (PTO): PTO accrues at a rate of 5 hours per pay period, which equals approximately 3 weeks of PTO in your first full year.
• Internet Stipend: arenaflex contributes $50 per month toward your home internet service cost, helping you stay connected and productive.
• Comprehensive Benefits Menu: A full menu of benefits, including a matched 401(k) retirement plan, so you can plan for your future with confidence.
• Casual, Comfortable Work Environment: We believe work should be both productive and enjoyable. Our team culture emphasizes comfort, collaboration, and mutual respect.
• Company Events and Celebrations: We love bringing our team together for company events that recognize achievements, build camaraderie, and simply have fun.
• Community Volunteer Opportunities: We host several volunteer events throughout the year because giving back to our communities is part of who we are.

Remote Work Details and Schedule Flexibility

This is a fully remote position, allowing you to work from the comfort of your home. Our FNOL department operates 24 hours a day, 7 days a week, 365 days a year, and we offer multiple schedules to choose from, giving you flexibility to find a shift that fits your lifestyle. Whether you’re an early riser, a night owl, or someone who prefers weekend shifts, we likely have a schedule that works for you.

Important Eligibility Note: We are unable to consider candidates residing outside of the United States. In addition, applicants residing in the following states are ineligible for employment at this time: California, North Carolina, Washington State, Illinois, and/or Oregon.

Our Culture and Core Values

At arenaflex, culture is more than a buzzword — it’s the foundation of everything we do. Our Core Four principles — Process, Results, Culture, and Experience — guide our daily operations and long-term strategy. We are passionate about:

• Process: Continuously refining how we work to deliver consistent, high-quality outcomes.
• Results: Holding ourselves accountable to measurable goals and celebrating when we exceed them.
• Culture: Fostering a workplace where every team member feels valued, supported, and empowered to succeed.
• Experience: Ensuring that every customer interaction and every employee experience is positive, professional, and memorable.

We believe in throwing great company events that bring us together, celebrating each other’s achievements, and taking time to give back to the community through volunteer initiatives. We also believe in a healthy work-life balance — because we know that rested, happy employees are the best employees.

Career Growth and Learning Opportunities

Joining arenaflex as an FNOL Customer Service Representative is more than just a job — it’s the start of a career path. We are committed to helping our team members grow professionally, whether that means mastering new technical skills, taking on leadership responsibilities, or transitioning into other roles within the company. Our team-oriented environment, combined with hands-on training and ongoing support, ensures that you have the tools and resources you need to succeed and advance.

Many of our team members have grown into senior representative roles, quality assurance positions, team lead opportunities, and beyond. Your growth is limited only by your ambition, effort, and willingness to learn.

Pre-Employment Requirements

Please note that pre-employment drug screenings and criminal background checks are mandatory for all new hires. This is a standard part of our hiring process to ensure the safety and integrity of our team and our clients.

Equal Opportunity Employer

arenaflex is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected characteristic. We believe that a diverse team is a stronger team, and we welcome applications from candidates of all backgrounds.

Ready to Take the Next Step?

If you’re a motivated customer service professional looking for a rewarding remote career with a company that values its people, rewards performance, and invests in growth, we want to hear from you. As an FNOL Customer Service Representative at arenaflex, you’ll do work that matters, earn competitive compensation plus bonuses and incentives, and enjoy a supportive, flexible, and engaging work environment — all from the comfort of your home.

Don’t miss this opportunity to join a team that’s passionate about process, results, culture, and experience. Apply today and discover what it means to thrive at arenaflex. We can’t wait to welcome you to the team!