Experienced Customer Service Representative – Community Energy Program Support

At arenaflex, we're dedicated to empowering communities with a choice to purchase cleaner energy at competitive rates. As a key partner with external clients and Community Choice Aggregators (CCAs) in California, we're committed to delivering exceptional customer service to our clients and their customers. We're now seeking a highly skilled and motivated Customer Service Representative to join our team and make a meaningful impact in the rapidly growing community energy program.

About arenaflex

arenaflex is a contact center that's passionate about providing innovative solutions to the energy industry. Our team is comprised of dedicated professionals who share a common goal: to make a positive difference in the lives of our customers and the communities we serve. With a strong focus on customer satisfaction, we're committed to delivering exceptional service and support to our clients and their customers.

Job Summary

As a Customer Service Representative at arenaflex, you'll play a critical role in ensuring a high level of customer satisfaction and loyalty. You'll be responsible for providing premier customer service to CCA customers, answering inbound calls, and resolving program-related inquiries and billing issues. If you're a customer-focused individual with excellent communication skills and a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity.

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 a deep understanding 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 and provide expertise to customers and internal colleagues as requested
• Work to consistently improve by implementing feedback from regular coaching sessions
• Utilize group chat to ensure first call resolution and escalate critical issues to the client quickly
• Assist clients with urgency and ensure accurate processes are followed, providing feedback as needed
• Practice high ethical standards, including 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-facing role

• Knowledge of energy industry or community energy programs
• Experience with CRM software and data entry

Work Environment and Company Culture

As a remote employee, you'll have the flexibility to work from the comfort of your own home. Our team is dedicated to creating a positive and inclusive work environment that fosters collaboration, innovation, and growth. We offer a range of benefits and perks to support your well-being and success, including:

• Competitive hourly rate starting at $17.50 per hour, with opportunities for growth and advancement
• Comprehensive benefits package, including 401(k), dental insurance, health insurance, and vision insurance
• Paid time off and on-the-job training
• Flexible work schedule, with the option to work from home
• Access to cutting-edge technology and tools to support your success

Compensation and Benefits

* Hourly rate: $17.50 per hour (training rate), with opportunities for growth and advancement

• Benefits: 401(k), dental insurance, health insurance, vision insurance, paid time off, and on-the-job training
• Work from home: flexible schedule, with the option to work from home
• Technology and tools: access to cutting-edge technology and tools to support your success

How to Apply

If you're a motivated and customer-focused individual with a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you!

Equal Employment Opportunity

arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating a workplace that is inclusive, respectful, and supportive of all employees. Apply for this job