**Experienced Customer Service Representative – Utility Call Center**

At arenaflex, we're committed to delivering exceptional customer experiences that exceed our customers' expectations. As a Customer Service Representative in our Utility Call Center, you'll play a vital role in ensuring that our customers receive top-notch service and support. If you're passionate about delivering world-class customer service, resolving complex issues, and working in a fast-paced, dynamic environment, we want to hear from you! **About arenaflex** arenaflex is a leading provider of innovative solutions and services to the utility industry. Our mission is to empower our customers to achieve their goals by delivering cutting-edge technology, expert support, and unparalleled customer service. We're a team of passionate professionals who are dedicated to making a positive impact in our community and beyond. **Job Summary** We're seeking an experienced Customer Service Representative to join our Utility Call Center team. As a Customer Service Representative, you'll be responsible for handling a high volume of customer inquiries, resolving complex issues, and providing exceptional customer service to our utility customers. You'll work closely with our customers to understand their needs, provide solutions, and ensure that their issues are resolved in a timely and professional manner. **Key Responsibilities** * Handle a high volume of customer inquiries via phone, email, and in-person * Resolve complex customer issues related to billing, collections, and services * Provide exceptional customer service, ensuring that customers are satisfied with their experience * Use computer systems, reference materials, and job aids to investigate and address customer issues * Perform thorough account analysis to resolve customer inquiries within established policies and procedures * Calculate specific charges and make billing adjustments as necessary * Evaluate customer eligibility for billing adjustments and service programs * Explain applicable policies and procedures to customers * Answer simple to complex questions related to billing, collections, and permits * Inform customers of possible reasons for high or low bills and take necessary steps to resolve the customer's issues * Use excellent listening skills, soft skills, customer service, and phone etiquette to serve walk-in and phone customers * Use professionally assertive communication and negotiation skills with difficult customers * Complete necessary forms, documents, or letters to establish new accounts, establish or terminate service, request repairs, issue permits, and initiate account adjustments * Enter highly accurate and complete information to update customer records to confirm conversation and interactions with customers * Refer customers to appropriate offices or agencies * Follow up with customers as necessary to meet the required service level * Perform other job-related duties as required **Essential Qualifications** * High School Diploma or GED required * One year of full-time paid experience handling telephone and/or walk-in customers with emphasis on customer service, collections, billing, and/or service complaints in a high-volume business (office) environment required * Experience in a utility call center preferred * Completion of a customer service specialization certification and training program together with one year of full-time paid experience handling telephone and/or walk-in customers with emphasis on customer service, collections, billing, and/or service complaints in a high-volume business (office) environment * Completion of any related arenaflex apprenticeship program * Intermediate level knowledge and skill operating a personal computer, navigating the internet, and Microsoft Word and Excel, and/or customer account database * Fluency in English required * Excellent oral and written communication skills required * Ability to speak a second language preferred * Excellent analytical and problem-solving skills required * Excellent follow-up and follow-through skills with both internal and external customers required * Ability to manage heavy call volume in a timely manner required * Ability to follow all communication procedures, policies, and guidelines during every customer interaction required * Ability to identify customer issues with information presented and ensure resolution required * Good organizational and time-management skills required **Preferred Qualifications** * Bachelor's degree in a related field * Experience working in a call center environment * Knowledge of utility industry practices and regulations * Certification in customer service or a related field * Bilingual or multilingual skills **Skills and Competencies** * Excellent communication and interpersonal skills * Ability to work in a fast-paced, dynamic environment * Strong analytical and problem-solving skills * Ability to work independently and as part of a team * Excellent time-management and organizational skills * Ability to adapt to changing priorities and deadlines * Strong customer service skills * Ability to work with diverse customer populations * Knowledge of utility industry practices and regulations **Career Growth Opportunities and Learning Benefits** * arenaflex offers a range of career growth opportunities, including promotions, training, and development programs * We provide ongoing training and development opportunities to help you grow and succeed in your career * arenaflex is committed to creating a culture of learning and development, where employees can grow and develop their skills and knowledge **Work Environment and Company Culture** * arenaflex is a dynamic and fast-paced work environment, where you'll have the opportunity to work with a talented team of professionals * We're committed to creating a culture of inclusivity, diversity, and respect, where everyone feels valued and supported * arenaflex offers a range of benefits, including flexible work arrangements, professional development opportunities, and a comprehensive benefits package **Compensation, Perks, and Benefits** * Competitive salary range: $15.92 - $22.80 per hour * Comprehensive benefits package, including medical, dental, and vision insurance * Flexible work arrangements, including telecommuting and flexible hours * Professional development opportunities, including training and development programs * Paid time off and holidays * Access to a range of employee perks and discounts **How to Apply** If you're passionate about delivering exceptional customer service and working in a fast-paced, dynamic environment, we want to hear from you! To apply, please submit your resume and cover letter to our online application system. We can't wait to hear from you! **Equal Opportunity Employer** arenaflex is an equal opportunity employer, committed to creating a culture of inclusivity, diversity, and respect. We welcome applications from diverse candidates, including those with disabilities, and are committed to providing reasonable accommodations to ensure equal access to employment opportunities. **Contact Us** If you have any questions or would like more information about this opportunity, please don't hesitate to contact us. We're always happy to hear from you and look forward to connecting with you soon! Apply for this job