Experienced Customer Care Representative – Hybrid (Partially Work From Home) Role at arenaflex
At arenaflex, we're committed to delivering reliable, safe, and affordable energy to our customers in Pennsylvania and Maryland. As a responsive and engaging energy company, we pride ourselves on exceeding the expectations of our customers and the communities we serve every day. Our team of over 1,700 employees is the foundation of our success, and we're now seeking an experienced Customer Care Representative to join our team.
About arenaflex
arenaflex is a leading natural gas and electric utility company dedicated to providing exceptional customer service and support. With a strong commitment to our customers and the communities we serve, we strive to be a responsive and engaging energy company. Our comprehensive benefits package reflects our dedication to the well-being of our employees, including medical, prescription, dental, vision, life insurance, disability plans, 401(k) matched savings plan, paid vacation, company stock purchase program, wellness programs, tuition reimbursement, paid parental leave, paid volunteer time, and adoption assistance.
Job Summary
As a Customer Care Representative at arenaflex, you will be the first point of contact for our customers, handling a variety of incoming calls, including gas emergencies and electric outages, new service applications, billing requests, and credit and collections inquiries. You will be trained to handle complex inquiries independently or with minimal assistance, adhering to company policies and procedures while following Pennsylvania Utility Commission (PUC) rules and regulations. This role requires a proactive and solution-oriented individual who can work efficiently in a fast-paced environment and maintain a high level of performance.
Key Responsibilities
* Handle customer calls in a timely and professional manner, following company provided procedures and ensuring accurate information is being provided to the customer.
- Demonstrate an understanding of policies and procedures to respond to customer calls, while striving for reduction in the need for supervisor callbacks.
- Participate in voluntary and mandatory training opportunities to enhance your skills and knowledge.
- Assist with floor training and/or shadowing opportunities when needed to support your colleagues.
- Complete special assignments as needed in a timely manner, demonstrating your ability to adapt to changing priorities.
- Maintain responsible time and attendance, adhering to company policies and procedures.
- Participate in mandatory and voluntary overtime as needed to support the team and meet business objectives.
Essential Qualifications
* High School Diploma or equivalent
- Minimum of 1 year of experience in a customer service environment, preferably in a utility company or a similar industry
- Intermediate proficiency in Microsoft Office Suite
- High level capacity for multitasking independently and on a computer
- Excellent verbal and written communication skills using appropriate grammar, tone, and pronunciation
- Exceptional organizational and time-management skills
- Ability to work efficiently in a fast-paced environment and maintain a high level of performance
Preferred Qualifications
* Experience with SAP CRM and ECC systems
- Previous experience working for a utility company
- Thorough understanding and adherence to PUC rules/regulations, including Chapter 56 and Chapter 14, along with arenaflex policies/procedures
Skills and Competencies
* Excellent communication and interpersonal skills
- Ability to work independently and as part of a team
- Strong problem-solving and analytical skills
- Ability to adapt to changing priorities and deadlines
- Strong organizational and time-management skills
- Proficiency in Microsoft Office Suite, including Word, Excel, and Outlook
Career Growth Opportunities and Learning Benefits
As a Customer Care Representative at arenaflex, you will have opportunities for career progression and professional growth. You will be eligible for annual performance reviews and merit increases, as well as promotion consideration after 2 years of service and demonstrated successful progression and performance. arenaflex provides comprehensive training and development programs to support your growth and success, including virtual training, on-the-job training, and mentorship opportunities.
Work Environment and Company Culture
arenaflex is committed to creating a positive and inclusive work environment that supports the well-being of our employees. Our hybrid (partially work from home) model allows you to balance your work and personal commitments while maintaining a high level of performance. We offer a comprehensive benefits package, including medical, prescription, dental, vision, life insurance, disability plans, 401(k) matched savings plan, paid vacation, company stock purchase program, wellness programs, tuition reimbursement, paid parental leave, paid volunteer time, and adoption assistance.
Compensation, Perks, and Benefits
* Start rate of $19.00 an hour
- Trainee incentive up to $500 after successful completion of training and $500 after 3 months of (successful) independent call-taking
- Additional incentives up to $250 a month for achieving or exceeding all scorecard metrics
- Comprehensive benefits package, including medical, prescription, dental, vision, life insurance, disability plans, 401(k) matched savings plan, paid vacation, company stock purchase program, wellness programs, tuition reimbursement, paid parental leave, paid volunteer time, and adoption assistance
How to Apply
If you are a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity. Please submit your application through our website, including your resume and a cover letter outlining your experience and qualifications. We look forward to hearing from you!
Equal Opportunity Employer
arenaflex is an Equal Opportunity and Affirmative Action Employer. As such, the Company abides by the requirements of the Executive Order 11246, 41 CFR 60-741.5(a), and 41 CFR 60-300.5(a). The Company does not discriminate on the basis of race, color, sex, national origin, disability, age, gender identity, veteran status, or any other legally protected class in its practices.
Pre-Employment Requirements
Successful applicants shall be required to pass a pre-employment drug screen as a condition of employment, and if hired, shall be subject to substance abuse testing in accordance with arenaflex policies. As a federal contractor that engages in safety-sensitive work, arenaflex cannot permit employees in certain positions to use medical marijuana, even if prescribed by an authorized physician. Similarly, applicants for such positions who are actively using medical marijuana may be denied hire on that basis. Apply for this job