Experienced Customer Solutions Representative – Delivering Exceptional Service to 1.3 Million Customers

At arenaflex, we're committed to providing safe, reliable, and sustainable energy to our customers in Kentucky and Virginia. As a Customer Solutions Representative, you'll play a vital role in delivering exceptional service to our residential customers, guiding them through their challenges, and solving problems. If you're a proactive, solution-oriented decision maker with a passion for people and problem-solving, we want to hear from you!

About arenaflex

arenaflex is a leading energy company serving over 1.3 million customers in Kentucky and Virginia. We're proud to be part of an award-winning team that consistently ranks among the best companies for customer service in the United States. Our culture is built on listening to our customers and empowered employees delivering solutions through exceptional service. We're committed to providing a safe, reliable, and sustainable energy supply to our customers, and we're looking for talented individuals to join our team.

What We're Looking For

We're seeking a Customer Solutions Representative to join our customer care team in a remote or on-site role. As a Customer Solutions Representative, you'll be responsible for providing LG&E and KU's highest caliber of customer service through direct interactions. You'll respond and resolve inquiries during the first contact, assist customers with billing questions, initiate service orders, take reports of outages, and safely handle natural gas calls. You'll also educate customers about LG&E and KU processes, policies, regulations, and customer tools, delivering a positive customer experience.

Responsibilities

* Respond and resolve inquiries during the first contact, assisting customers by negotiating payment plans, answering billing questions, initiating service orders, taking reports of outages, safely handling natural gas calls, as well as researching and analysis of customer account history understanding monthly energy consumption and regulated rates

• Educate customers about LG&E and KU processes, policies, regulations, and customer tools delivering a positive customer experience
• Adhere to a specific daily schedule including start and end times, scheduled breaks, and lunches
• Training will be 8 AM – 5 PM. Once training is complete, all new Customer Solutions Representatives 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 is required

Qualifications

* A proactive, solution-oriented decision maker with capacity to take ownership of resolving the customer issue and act as an advocate

• A strong ability to ask questions and think critically to uncover root cause of customer issue
• Natural tendency to quickly problem-solve in the most 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
• Must have a minimum internet speed of at least 7 mbps upload and minimum of at least 20 mbps download

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

What's In It for You?

* Competitive Compensation starting at $17.25 per hour

• Benefits – 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 4 contact centers
• All workstation and peripheral equipment provided for remote work
• Professional Development - Internal career pathing with mentorship, networking, performance recognition, and advancement opportunities
• Community Involvement - Interest groups for employees with shared interests

How to Apply

If you're a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity. Please submit your application through our website or by clicking the "Apply for the job now!" link below. Apply for the job now! Apply for this job Apply for this job