Experienced Customer Support Representative – Virtual Call Center

At arenaflex, we're passionate about delivering exceptional customer experiences that exceed our clients' expectations. As a growing company in the water and sewer utility space, we're looking for a talented and dedicated Customer Support Representative to join our virtual contact center team. If you're a self-starter with a passion for helping others, a knack for technology, and a drive for success, we want to hear from you.

About arenaflex

arenaflex provides customer support and billing services to clients primarily in the water and sewer utility space. Founded in 2015, we've built a reputation for delivering personalized, high-quality support to our clients and their customers. Our virtual contact center operates 24 hours a day, 7 days a week, providing unparalleled flexibility and convenience for our customers.

Position Summary

As a Customer Support Representative at arenaflex, you'll be the face of our company, providing exceptional support to customers across a number of water & wastewater utilities. You'll work remotely, using our Virtual Call Center software to answer phone calls, respond to voicemails, and respond to emails from customers with questions about their accounts. You'll also update our online billing system with a summary of customer contacts and update customer information as needed.

Position Responsibilities

* Answer all phone calls and provide accurate, satisfactory answers to customer inquiries and concerns

• Return calls and emails, and record all customer interaction in the customer information system
• Update Account Info by:

+ Adding phone numbers and emails to the customer information system when customers provide them + Providing account balance, invoice information, and payment information to customers + Recording information into customer accounts as needed + Emailing Start/Stop Service Forms to Customers as needed

• Deescalate situations involving dissatisfied customers with patience and support, and forward complaints, problems, or supervisor requests to the appropriate person
• Provide Rate information to customers
• Collaborate with other call center professionals to improve customer service
• Communicate directly with the arenaflex Customer Experience Director, Customer Experience Manager, and team leads, as well as interact with our primary contact at the utility company when needed
• Perform other duties as assigned

Skills & Experience

* Effective and professional communication skills, both written and oral

• Exceptional Customer Service skills, including effective active listening skills, the ability to remain flexible and calm in high-pressure or continually changing situations
• Troubleshooting and problem-solving skills
• Strong organizational skills, including the ability to prioritize issues for escalation to management and work on multiple tasks throughout the day
• Self-starter able to manage this position and the flexible schedule working from their home office
• Ability to work with web-based email and office software (for example, Google Apps and Email, Microsoft Excel, etc.)
• Ability to work in multiple technology systems to provide service to the customer
• One year in a customer-facing role
• A college degree is preferred, but not required
• Excellent written and oral communicator
• Flexible and adaptable to changing situations
• Demonstrates initiative to solve customer problems
• Empathy and patience
• Resilient and able to remain calm under pressure
• Team player

What We Offer

* Competitive salary and benefits package

• Flexible work schedule and remote work options
• Opportunities for career growth and professional development
• Collaborative and dynamic work environment
• Recognition and rewards for outstanding performance
• Access to cutting-edge technology and tools
• Comprehensive training and onboarding program

How to Apply

If you're a motivated and customer-focused individual with a passion for delivering exceptional support, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications. We can't wait to hear from you! Apply Job! Apply for this job