At arenaflex, we're on a mission to revolutionize the way communities interact with their energy providers. As a Customer Service Representative, you'll play a vital role in delivering exceptional customer experiences to our clients, ensuring they have a seamless and hassle-free journey with our community energy programs. If you're passionate about providing top-notch service, have a knack for problem-solving, and thrive in a dynamic work environment, we want to hear from you!
**About arenaflex**
arenaflex is a leading contact center that partners with external clients and Community Choice Aggregators (CCAs) to provide communities with a choice to purchase cleaner energy at competitive rates. Our team is dedicated to making a positive impact on the environment while delivering exceptional customer experiences. With a rapidly growing program, we're seeking talented individuals to join our team and contribute to our mission.
**Job Summary**
As a Customer Service Representative, you'll be the face of arenaflex, interacting with customers via phone, email, and live chat to resolve their queries and concerns. You'll be responsible for providing white-glove premier customer service, ensuring that all contractual and Service Level Agreements are met, and continually improving your knowledge and skills to deliver exceptional results.
**Key Responsibilities**
* Answer inbound calls from customers regarding the new community energy program, including program questions and bill-related inquiries.
* Provide exceptional customer service using strong written and verbal communication skills.
* Develop a deep understanding of the assigned CCA programs, billing, and customer service complexities.
* Ensure that all required contractual and Service Level Agreements are met.
* Continuously update your knowledge of assigned CCA programs and billing, providing 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, 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 preferred.
* 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.
**Preferred Qualifications**
* Bilingual (English/Spanish) preferred.
* Experience working in a contact center or customer-facing role.
**Work Environment and Culture**
As a remote employee, you'll have the flexibility to work from the comfort of your own home. Our team is passionate about delivering exceptional customer experiences, and we're committed to creating a positive and inclusive work environment. You'll have access to:
* A comprehensive training program to ensure your success.
* Ongoing coaching and feedback to help you grow and develop.
* A collaborative and supportive team environment.
* Opportunities for career growth and advancement.
**Compensation and Benefits**
* Starting hourly rate of $17.50 per hour, with opportunities for growth and advancement.
* Comprehensive benefits package, including:
+ 401(k) plan.
+ Dental insurance.
+ Health insurance.
+ On-the-job training.
+ Paid time off.
+ Vision insurance.
* Work-from-home flexibility, with a laptop or desktop provided by arenaflex.
**Requirements**
* Reside in either New Hampshire, Massachusetts, or New England.
* Have a laptop or desktop (Windows 10, i5 CPU or equivalent, 8 GB RAM, broadband internet (200 Mbps up/down).
* Be hardwired by an ethernet cable to your router/modem.
* Have access to high-speed internet.
* Use supported browsers (Google Chrome, Microsoft Edge, Internet Explorer 11).
**How to Apply**
If you're passionate about delivering exceptional customer experiences and have a knack for problem-solving, we want to hear from you! Apply now to join our team and contribute to our mission to revolutionize the way communities interact with their energy providers.
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