Experienced Customer Service Representative – Community Energy Program Support
At arenaflex, we're dedicated to providing exceptional customer service to our clients and their customers. As a Customer Service Representative, you'll play a vital role in ensuring that our clients receive the highest level of support and satisfaction. If you're passionate about delivering outstanding customer experiences and have a knack for resolving complex issues, we want to hear from you!
About arenaflex
arenaflex is a leading provider of community energy programs, partnering with external clients and Community Choice Aggregators (CCAs) in California to offer customers a choice to purchase cleaner energy at competitive rates. Our team is committed to making a positive impact on the environment and our communities, and we're looking for talented individuals to join us on this mission.
Job Summary
As a Customer Service Representative, you'll be responsible for providing exceptional customer service to CCA customers, answering inbound calls, and resolving program-related inquiries and billing issues. You'll work closely with our clients and internal teams to ensure that all contractual and Service Level Agreements are met, and that our customers receive the best possible experience.
Key Responsibilities
* Answer inbound calls from customers regarding the community energy program, including program questions and bill-related inquiries
- Provide white-glove premier customer service using strong written and verbal communication skills
- Develop an understanding of the nuances of the assigned CCA programs, including billing and customer service complexities
- Ensure that all required contractual and Service Level Agreements are met
- Stay up-to-date on program and billing knowledge of assigned CCA, providing expertise to customers and internal colleagues as requested
- Utilize group chat to ensure first call resolution, and escalate critical issues to the client quickly
- Assist clients with urgency, ensuring accurate processes are followed, and provide feedback
- Practice high ethical standards, being accountable for data security, time, communication, and statistics
- Maintain effective working relationships with coworkers, clients, customers, and utilities
Essential Qualifications
* High School Diploma required; Associate's Degree or above a plus
- 2 years of customer service experience preferred
- Strong customer service skills, diplomacy, and tact
- Organized and detail-oriented, analytical with data entry and written program information
- Strong verbal and written communication skills for logging calls and live chat
- Ability to become proficient with Excel, Microsoft Dynamics CRM, and keyboard shortcuts
- Bilingual (English/Spanish) is preferred
Preferred Qualifications
* Experience working in a contact center or customer service environment
- Knowledge of community energy programs and CCAs
- Familiarity with CRM software and data entry systems
- Strong problem-solving and analytical skills
- Ability to work in a fast-paced environment and prioritize tasks effectively
Work Environment and Culture
* Work from home, with a laptop or desktop (Windows 10, i5 CPU or equivalent, 8 GB RAM, broadband internet (200 Mbps up/down)
- Access to high-speed internet is necessary, and agents must be hardwired by an ethernet cable to their router/modem
- Supported browsers: Google Chrome, Microsoft Edge, Internet Explorer 11
- Flexible work schedule, with a 5-day work week (Monday-Friday, 11:30 AM - 8:30 PM Eastern time)
- Collaborative and dynamic work environment, with opportunities for growth and advancement
Compensation and Benefits
* Competitive hourly rate, starting at $17.50 per hour, with opportunities for growth and advancement
- Benefits package, including:
+ 401(k) + Dental insurance + Health insurance + On-the-job training + Paid time off + Vision insurance + Work from home
How to Apply
If you're passionate about delivering exceptional customer service and have a knack for resolving complex issues, we want to hear from you! Please submit your application today, and join our team at arenaflex. Apply To This Job
Join Our Team!
This is a fantastic opportunity to grow your career and make a positive impact on our communities. If you have the skills and passion we're looking for, please submit your application today. We can't wait to hear from you! Apply for this job