Experienced Customer Service Representative – New England State Residency Required
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. Apply Now! Apply for this job