Introduction to arenaflex
arenaflex is a leading natural gas and electric utility company dedicated to providing reliable, safe, and affordable energy to over 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 makeogle the communities we serve every day. Our success is built on the foundation of our employees' hard work, dedication, and passion for delivering exceptional customer experiences.
Job Summary
We are seeking a highly skilled and motivated Customer Care Representative I to join our team. As the first point of contact for our customers, you will play a critical role in handling a variety of incoming customer phone calls, ensuring that all interactions are handled in a professional and courteous manner, while adhering to company policies and procedures, as well as Pennsylvania Utility Commission (PUC) rules and regulations. The ideal candidate will be proactive, solution-oriented, and able to work independently with minimal supervision.
Key Responsibilities
- Handle customer calls in a timely and professional manner, following company-provided procedures and ensuring accurate information is being provided to the customer
- Demonstrate a thorough understanding of policies and procedures to respond to customer calls, while striving for reduction in the need for supervisor callbacks
- Participate in voluntary and mandatory training opportunities to continuously improve knowledge and skills
- Assist with floor training and/or shadowing opportunities when needed to support the development of new team members
- Complete special assignments as needed in a timely manner, demonstrating flexibility and adaptability in a fast-paced environment
- Responsible time and attendance, adhering to scheduled shifts and being punctual for all work-related activities
- Participate in mandatory and voluntary overtime as needed, demonstrating a commitment to delivering exceptional customer experiences
Essential Qualifications
To be considered for this role, you must have:
- High School Diploma or equivalent
- 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
While not required, the following qualifications are highly desirable:
- Experience working for a utility company
- Experience with SAP CRM and ECC systems
- Thorough understanding and adherence to PUC rules/regulations, including Chapter 56 and Chapter 14, along with arenaflex policies/procedures
Skills and Competencies
To succeed in this role, you must possess:
- Strong problem-solving and analytical skills
- Ability to work in a fast-paced environment with multiple priorities and deadlines
- Excellent customer service skills, with a strong focus on delivering exceptional customer experiences
- Strong communication and interpersonal skills, with the ability to build rapport with customers and colleagues
- Ability to work independently with minimal supervision, while being a team player
Career Growth Opportunities
At arenaflex, we are committed to supporting the growth and development of our employees. As a Customer Care Representative I, you will have access to:
- Comprehensive training programs, including virtual training and hybrid post-training support
- Opportunities for career progression and advancement within the company
- Annual performance reviews and merit increases, based on individual performance and contributions to the company
- Promotion consideration after 2 years of service, subject to demonstrated successful progression and performance
Work Environment and Company Culture
arenaflex offers a dynamic and supportive work environment, with a strong focus on:
- Teamwork and collaboration
- Open communication and feedback
- Recognition and rewards for outstanding performance
- Opportunities for professional growth and development
- A healthy work-life balance, with flexible scheduling and remote work options
Compensation, Perks, and Benefits
In addition to a competitive hourly rate of $19.00, arenaflex offers:
- A comprehensive benefits package, including medical, prescription, dental, vision, life insurance, and disability plans
- A 401(k) matched savings plan, to support your retirement goals
- Paid vacation and company stock purchase program, to recognize and reward your contributions
- Wellness programs, tuition reimbursement, paid parental leave, and adoption assistance, to support your overall well-being
- A trainee incentive of up to $500, after successful completion of training, and an additional $500 after 3 months of independent call-taking
- Opportunities for additional incentives, up to $250 per month, for achieving or exceeding all scorecard metrics
How to Apply
If you are a motivated and customer-focused individual, with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, outlining your experience, skills, and qualifications for the role.
Conclusion
arenaflex is an equal opportunity and affirmative action employer, committed to diversity and inclusion in the workplace. We are dedicated to creating a work environment that is respectful, supportive, and free from discrimination. If you are looking for a challenging and rewarding career, with opportunities for growth and development, we invite you to join our team as a Customer Care Representative I. Apply now and take the first step towards an exciting and fulfilling career with arenaflex!
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