At arenaflex, we're passionate about empowering communities to make informed choices about their energy consumption. As a Customer Service Representative, you'll play a vital role in delivering exceptional customer experiences and ensuring the success of our community energy programs. If you're a customer-focused individual with a passion for delivering top-notch service, we encourage you to apply for this exciting opportunity.
**About arenaflex**
arenaflex is a leading provider of community choice aggregation (CCA) programs, partnering with external clients and CCAs in California to offer communities a choice to purchase cleaner energy at competitive rates. Our mission is to empower communities to make informed choices about their energy consumption, and we're committed to delivering exceptional customer experiences that meet the unique needs of our customers.
**Job Summary**
As a Customer Service Representative, you'll be responsible for ensuring a high level of customer satisfaction by providing premier customer service to CCA customers. You'll be the primary point of contact for customers, responding to their inquiries, resolving issues, and providing expert knowledge on our community energy programs. If you're a customer-focused individual with a passion for delivering top-notch service, we encourage you to apply for this exciting opportunity.
**Key Responsibilities**
* Answer inbound calls from customers regarding the new community energy program, including program questions and bill-related inquiries.
* Provide white-glove premier customer service using strong written and verbal communication skills.
* Be proficient in understanding and articulating the nuances of the assigned CCA programs, develop an understanding of billing and customer service complexities.
* Ensure that all required contractual and Service Level Agreements are met.
* Ensure program and billing knowledge of assigned CCA is continually up-to-date, 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 client with urgency, ensure accurate processes are followed, provide feedback.
* Practice high ethical standards; be accountable for data security, time, communication, 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.
* Bilingual (English/Spanish) is 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 for logging calls and live chat.
* Ability to become proficient with Excel, Microsoft Dynamics CRM, and keyboard shortcuts.
**Preferred Qualifications**
* Experience working in a contact center or customer-facing role.
* Knowledge of community energy programs and CCAs.
* Experience with data entry and customer relationship management (CRM) software.
* Strong problem-solving and analytical skills.
**Compensation and Benefits**
* Competitive hourly rate starting at $17.50 per hour, with opportunities for growth and advancement.
* Full-time position with a 5-day work week, with hours varying from 11:30 AM to 8:30 PM.
* Benefits available after 60 days for full-time employees, including 401(k), dental insurance, health insurance, on-the-job training, paid time off, vision insurance, and work-from-home flexibility.
* Opportunity to work from home, with a laptop or desktop (Windows 10, i5 CPU or equivalent, 8 GB RAM, broadband internet (200 Mbps up/down) required.
**Work Environment and Culture**
* arenaflex is a remote-friendly company, with a flexible and dynamic work environment.
* Our team is passionate about delivering exceptional customer experiences and is committed to continuous learning and improvement.
* We value diversity, equity, and inclusion, and strive to create a workplace that is welcoming and inclusive for all employees.
**How to Apply**
If you're a customer-focused individual with a passion for delivering top-notch service, we encourage you to apply for this exciting opportunity. Please submit your application today, and join our team of dedicated professionals who are passionate about empowering communities to make informed choices about their energy consumption.