Experienced Customer Care Representative I – Hybrid Work Environment with Competitive Compensation and Growth Opportunities

Welcome to arenaflex

arenaflex is a leading natural gas and electric utility company dedicated to providing reliable, safe, and affordable energy to our 700,000 customers across 45 counties in Pennsylvania and 1 county in Maryland. With a strong commitment to being a responsive and engaging energy company, we pride ourselves on our team of over 1,700 employees who strive to exceed customer expectations and make a positive impact on the communities we serve every day.

Job Summary

We are seeking a highly skilled and proactive Customer Care Representative I to join our team. As the first point of contact for our customers, you will play a vital role in handling a variety of incoming customer phone calls, ensuring that all interactions are professional, timely, and in line with company policies and procedures. You will be trained to handle complex inquiries, including gas emergencies, electric outages, new service applications, billing requests, and credit and collections inquiries, all while adhering to Pennsylvania Utility Commission (PUC) rules and regulations.

Key Responsibilities

• Handle customer calls in a timely and professional manner, following company-provided procedures and ensuring accurate information is provided to customers.
• Demonstrate a thorough understanding of policies and procedures to respond to customer calls, striving to reduce the need for supervisor callbacks.
• Participate in voluntary and mandatory training opportunities to continuously improve your skills and knowledge.
• Assist with floor training and/or shadowing opportunities when needed, contributing to the development of your colleagues.
• Complete special assignments as needed in a timely manner, demonstrating your ability to work efficiently in a fast-paced environment.
• Maintain responsible time and attendance, adhering to the department's shift selection policy and being flexible to work various shifts, including overtime as needed.

Essential Qualifications

• High School Diploma or equivalent required.
• Minimum of 1 year of experience in a customer service environment preferred.
• Intermediate proficiency in Microsoft Office Suite.
• High level capacity for multitasking independently and on a computer.
• Excellent verbal and written communication skills, using appropriate grammar, tone, and pronunciation.
• Exceptional organizational and time-management skills.

Preferred Qualifications

• Experience with SAP CRM and ECC systems.
• Previous experience working for a utility company.
• Thorough understanding and adherence to PUC rules/regulations, including Chapter 56 and Chapter 14, along with arenaflex policies/procedures.

What We Offer

At arenaflex, we are committed to providing our employees with a comprehensive benefits package, including:

• Medical, prescription, dental, vision, life insurance.
• Disability plans.
• 401(k) matched savings plan.
• Paid vacation.
• Company stock purchase program.
• Wellness programs.
• Tuition reimbursement.
• Paid parental leave.
• Paid volunteer time.
• Adoption assistance.

Compensation and Incentives

We offer a competitive starting rate of $19.00 per hour, with opportunities for incentives, including:

• Trainee incentive up to $500 after successful completion of training.
• Additional incentive of $500 after 3 months of successful independent call-taking.
• Eligibility for additional incentives up to $250 per month for achieving or exceeding all scorecard metrics.

Career Growth and Development

At arenaflex, we are committed to providing our employees with opportunities for career progression and growth. You will be eligible for annual performance reviews and merit increases, as well as promotion consideration after 2 years of service and demonstrated successful progression and performance.

Work Environment and Company Culture

We pride ourselves on our positive and supportive work environment, where our employees are valued and empowered to make a difference. As a hybrid employee, you will have the flexibility to work from home and in our office, allowing you to balance your work and personal commitments. We are committed to fostering a culture of inclusivity, diversity, and respect, where everyone feels welcome and valued.

How to Apply

If you are a motivated and customer-focused individual who is looking for a challenging and rewarding career opportunity, we encourage you to apply for this exciting role. Please submit your application, including your resume and a cover letter, to be considered for this position.

Equal Opportunity Employer

arenaflex is an Equal Opportunity and Affirmative Action Employer, committed to diversity and inclusion in the workplace. We do not discriminate on the basis of race, color, sex, national origin, disability, age, gender identity, veteran status, or any other legally protected class in our practices.

Successful applicants shall be required to pass a pre-employment drug screen as a condition of employment, and if hired, shall be subject to substance abuse testing in accordance with arenaflex policies. As a federal contractor that engages in safety-sensitive work, arenaflex cannot permit employees in certain positions to use medical marijuana, even if prescribed by an authorized physician. Similarly, applicants for such positions who are actively using medical marijuana may be denied hire on that basis.

Join our team at arenaflex and start your career as a Customer Care Representative I today!