Experienced Full Stack Customer Solutions Representative – Remote Customer Care

Join arenaflex, a leading provider of innovative energy solutions, as a Customer Solutions Representative in a remote or on-site role, supporting our residential customers. As a key member of our customer care team, you will play a vital role in delivering exceptional service to our customers, helping us achieve our mission to provide best-in-class service.

About arenaflex

arenaflex is a dynamic and award-winning team that serves over 1.3 million customers in Kentucky and Virginia. We operate remotely from four contact centers across the state, committed to providing safe, reliable, and sustainable energy to our customers. Our culture, built on listening to our customers and empowered employees delivering solutions through exceptional service, is the key to our success.

What We're Looking For

We're seeking a proactive, solution-oriented decision maker with a natural ability to problem-solve in stressful situations. As a Customer Solutions Representative, you will be responsible for guiding customers through their challenges and solving problems. You will be an advocate for our customers, taking ownership of resolving their issues and providing a positive customer experience.

Responsibilities

As a Customer Solutions Representative, your day will be fast-paced and highly variable based on customer volume and demand. Your key responsibilities will include:

• Responding and resolving 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
• Participating in training programs, including 8 AM - 5 PM training sessions, followed by 10 AM - 7 PM shifts, with opportunities 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. To be successful in this role, you will need:

• 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
• A minimum internet speed of at least 7 mbps upload and minimum of at least 20 mbps download
• 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

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 opportunities, including internal career pathing with mentorship, networking, performance recognition, and advancement opportunities
• Community involvement, including interest groups for employees with shared interests

Career Growth Opportunities and Learning Benefits

At arenaflex, we invest in our employees' growth and development. As a Customer Solutions Representative, you will have opportunities to:

• Develop your problem-solving and critical thinking skills
• Learn new systems and tools in a fast-paced environment
• Participate in training programs and professional development opportunities
• Advance to leadership roles or specialized positions within the company
• Enjoy a dynamic and supportive work environment

Work Environment and Company Culture

arenaflex is committed to creating a positive and inclusive work environment. Our culture is built on:

• Empowering employees to deliver exceptional service to our customers
• Listening to our customers and responding to their needs
• Providing opportunities for growth and development
• Fostering a sense of community and teamwork

Compensation, Perks, and Benefits

arenaflex offers a competitive compensation package, including:

• Competitive hourly rate starting at $17.25 per hour
• Benefits, including medical, dental, vision, disability, life insurance, and retirement savings 401k matching
• 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

How to Apply

If you're a motivated and customer-focused individual looking for a challenging and rewarding role, apply now to join our team as a Customer Solutions Representative. Apply for this job