Are you passionate about delivering exceptional customer service and making a positive impact in your community? Do you thrive in a fast-paced environment where no two days are the same? If so, we invite you to join arenaflex, a dynamic organization dedicated to providing top-notch utility services and community engagement to the residents of Gainesville. As an Experienced Customer Service Representative II, you will play a vital role in building and maintaining strong relationships with our customers, resolving complex issues, and providing exceptional service that exceeds their expectations.
**About arenaflex**
arenaflex is a leading provider of utility services and community engagement in Gainesville. Our mission is to deliver exceptional service, foster strong relationships with our customers, and contribute to the well-being of our community. We are committed to innovation, excellence, and customer satisfaction, and we strive to create a work environment that is inclusive, diverse, and supportive of our employees' growth and development.
**Job Summary**
As an Experienced Customer Service Representative II, you will be responsible for providing exceptional customer service to our utility customers, resolving complex issues, and maintaining accurate records. You will work closely with our customers, elected officials, and other stakeholders to ensure that their needs are met and that they receive the highest level of service. You will also participate in emergency storm situations, assist in the preparation of reports, and maintain department records.
**Key Responsibilities**
* Serve as primary contact to answer, screen, research, inform, advise, record, process, and follow-up all utility customer requests efficiently and expeditiously as received by phone, mail, or personally from citizens, elected officials, agencies, City employees, and clients.
* Analyze income and expense information and provide solutions uniquely suited to individual customers.
* Analyze customer information to determine deposit requirements.
* Process utility payments, deposits, permits, and services.
* Handle delinquent accounts and resolve customer account disputes.
* Maintain customer accounts.
* Assist in emergency storm situations for service restoration.
* Correctly apply policies and procedures pertaining to Utilities Customer Service Operations.
* Accurately and efficiently obtain and enter customer service information into a customer information system.
* Provide customer service training to new employees.
* Maintain department records.
* Participate in meetings and prepare reports as requested.
* Act as liaison both internally and externally.
**Essential Qualifications**
* Graduation from high school or possession of an acceptable equivalently diploma and three (3) years of progressively responsible experience in public contact, customer service relations, retail, banking, call centers, or utilities (consistent with the needs of the hiring department).
* An Associate degree from an accredited college or university with major course work in business administration, public administration, public relations, or related field; and one (1) year of experience in public contact, customer service relations, retail, banking, call centers, or utilities (consistent with the needs of the hiring department).
* A Bachelor degree from an accredited college or university with major course work in business administration, public administration, public relations, or related field.
**Preferred Qualifications**
* Experience working in a utility service environment.
* Knowledge of utility services industry, GRU and City operations, and applicable ordinances, policies, and procedures.
* Basic knowledge of or ability to learn utilities billing and records policies and procedures.
* Basic knowledge of new service procedures and regulations.
* Basic knowledge of credit and collections procedures and regulations.
* Basic knowledge of or ability to learn government services.
* Working knowledge of computers and relevant software including, but not limited to, MS Word, Excel, Outlook, Internet Explorer, and SAP.
**Skills and Competencies**
* Excellent communication and interpersonal skills.
* Ability to work effectively with customers, elected officials, and other stakeholders.
* Ability to remain composed in stressful encounters.
* Ability to exercise independent judgment and initiative in the preparation, filing, tracking, monitoring, and retrieval of customer information.
* Ability to work effectively in a team environment.
* Ability to prepare and maintain complex records and reports.
* Ability to work under pressure and maintain a high level of accuracy.
**Career Growth Opportunities and Learning Benefits**
* arenaflex offers a comprehensive training program to help you develop the skills and knowledge you need to succeed in your role.
* Opportunities for career advancement and professional growth.
* Collaborative and supportive work environment.
* Competitive salary and benefits package.
* Recognition and rewards for outstanding performance.
**Work Environment and Company Culture**
* arenaflex is committed to creating a work environment that is inclusive, diverse, and supportive of our employees' growth and development.
* We offer a comprehensive benefits package, including health insurance, life insurance, paid leave, 11 paid holidays a year, a pension plan, and a deferred compensation plan.
* On-site fitness centers, tuition reimbursement, on-site medical staff, and a wellness program to keep you healthy and happy.
* Collaborative and supportive work environment.
**Compensation, Perks, and Benefits**
* Competitive salary range: $19.13 - $28.14.
* Comprehensive benefits package, including health insurance, life insurance, paid leave, 11 paid holidays a year, a pension plan, and a deferred compensation plan.
* On-site fitness centers, tuition reimbursement, on-site medical staff, and a wellness program to keep you healthy and happy.
**How to Apply**
If you are passionate about delivering exceptional customer service and making a positive impact in your community, we invite you to apply for this exciting opportunity. Please submit your application, including your resume and cover letter, to [insert contact information]. We look forward to hearing from you!
**Equal Opportunity Employer**
arenaflex is an equal opportunity/affirmative action employer and does not discriminate in hiring. Minorities, women, and individuals with disabilities are encouraged to apply. Individuals with a disability, who require special accommodations during the selection process, should notify the Human Resources Department at [insert contact information]. Veterans' Preference: Veterans are encouraged to apply. Veterans' Preference ensures that veterans and eligible persons are given consideration at each step of the selection process. However, preference does not guarantee that a veteran or other eligible person will be the candidate selected to fill the position.