Experienced Customer Solutions Representative – Remote Customer Service and Support
Join arenaflex, a leading provider of energy solutions, as a Customer Solutions Representative and be part of a dynamic team that delivers exceptional service to over 1.3 million customers across Kentucky and Virginia. As a Customer Solutions Representative, you will play a vital role in providing best-in-class service to our residential customers, guiding them through their challenges, and solving problems.
About arenaflex
arenaflex is a regulated utility company that serves as a major employer and active supporter of the communities we serve. We empower employees, community members, and initiatives across our service territory through volunteerism and investments in organizations that support education, sustainability, and wellbeing. Our culture is built on listening to our customers and empowered employees delivering solutions through exceptional service, which is the key to our success.
What We're Looking For
We're seeking a proactive, solution-oriented individual with a natural ability to problem-solve in stressful situations. As a Customer Solutions Representative, you will be responsible for:
- Responding and resolving customer inquiries during the first contact, assisting customers with payment plans, billing questions, service orders, outage reports, and natural gas calls
- Educating customers about arenaflex processes, policies, regulations, and customer tools to deliver a positive customer experience
- Adhering to a specific daily schedule, including start and end times, scheduled breaks, and lunches
- Training will be provided, and once complete, you will start working 10 AM - 7 PM, with the opportunity to bid on other shifts
- Mandatory overtime is regularly scheduled to meet service level goals
- On-call responsibilities and response to outage events are required
Who We're Looking For
We're looking for individuals who enjoy a challenge and are eager to grow with us. We're seeking:
- A proactive, solution-oriented decision maker with the capacity to take ownership of resolving customer issues and act as an advocate
- A strong ability to ask questions and think critically to uncover the root cause of customer issues
- A natural tendency to quickly problem-solve in stressful situations
- A "can-do" attitude and positive personality with great verbal and written communication
- Capability to learn new systems and tools in a fast-paced environment
What's In It for You?
Join our team to enjoy:
- Competitive compensation starting at $17.25 per hour
- Benefits, including medical, dental, vision, disability, life insurance, and retirement savings 401k matching, with health benefits starting on day 1
- Paid holidays, vacations, personal days, and wellness breaks
- Full-time remote work available, with the option to work in one of our four contact centers
- All workstation and peripheral equipment provided for remote work
- Professional development, including internal career pathing with mentorship, networking, performance recognition, and advancement opportunities
- Community involvement, including interest groups for employees with shared interests
Responsibilities
As a Customer Solutions Representative, you will be responsible for:
- Responding and resolving customer inquiries during the first contact, assisting customers with payment plans, billing questions, service orders, outage reports, and natural gas calls
- Educating customers about arenaflex processes, policies, regulations, and customer tools to deliver a positive customer experience
- Adhering to a specific daily schedule, including start and end times, scheduled breaks, and lunches
- Training will be provided, and once complete, you will start working 10 AM - 7 PM, with the opportunity to bid on other shifts
- Mandatory overtime is regularly scheduled to meet service level goals
- On-call responsibilities and response to outage events are required
Qualifications
We're looking for individuals who enjoy a challenge and are eager to grow with us. We're seeking:
- A proactive, solution-oriented decision maker with the capacity to take ownership of resolving customer issues and act as an advocate
- A strong ability to ask questions and think critically to uncover the root cause of customer issues
- A natural tendency to quickly problem-solve in stressful situations
- A "can-do" attitude and positive personality with great verbal and written communication
- Capability to learn new systems and tools in a fast-paced environment
Education and Experience
* High school diploma or equivalent required
- Customer service or retail experience is always a plus
- Must live within 2 hours of one of our four call center locations
- Proficiency with MS Office and basic math skills
- Must have a minimum internet speed of at least 7 mbps upload and minimum of at least 20 mbps download
Why Join arenaflex?
arenaflex is a dynamic and growing company that offers a range of benefits and opportunities for growth and development. As a Customer Solutions Representative, you will have the opportunity to:
- Work in a fast-paced and challenging environment
- Develop your problem-solving and communication skills
- Learn new systems and tools in a fast-paced environment
- Enjoy competitive compensation and benefits
- Participate in professional development opportunities, including internal career pathing with mentorship, networking, performance recognition, and advancement opportunities
- Be part of a team that delivers exceptional service to our customers
How to Apply
If you're a motivated and customer-focused individual who is eager to grow with us, apply now to join our team as a Customer Solutions Representative. Apply for this job