Customer Care Representative - Water & Wastewater Utility Services (Remote Work Opportunity)

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About arenaflex

Welcome to arenaflex, where our purpose is to keep life flowing for millions of customers across the nation. As the largest regulated water and wastewater utility company in the United States, we take immense pride in our rich history dating back to 1886. Our mission is simple yet profound: to provide safe, clean, reliable, and affordable drinking water and wastewater services to the communities we serve.

At arenaflex, we believe that our greatest asset is our people. We are a team of dedicated professionals who understand that every interaction with our customers is an opportunity to make a positive impact. Whether we're answering questions about billing, addressing service concerns, or guiding customers through utility processes, we are united by a common goal: delivering exceptional service that enhances the daily lives of those we serve.

Our commitment to excellence extends beyond our operational responsibilities. We are deeply invested in the communities we serve, actively participating in initiatives that promote environmental sustainability, economic development, and social responsibility. As one of the fastest-growing utilities in the nation, arenaflex is positioned to invest $40 to $42 billion in infrastructure repairs, system resiliency, and regulated acquisitions over the next decade. This growth presents exciting opportunities for professionals like you to build a rewarding career with a company that values innovation, inclusion, and continuous improvement.

We are beautifully different, and we strongly believe that diversity across our organization makes us more successful. We embrace different ideas, viewpoints, experiences, and backgrounds because we know that these differences make us stronger. arenaflex is the best choice for your next role, and we invite you to join us on our mission to keep life flowing.

Position Overview

Are you passionate about helping others? Do you consider empathy and care to be core values in customer service? Do you have a strong work ethic and excellent communication skills? If you answered yes, then we have the perfect opportunity for you!

arenaflex is currently seeking dedicated and customer-focused individuals to join our team as Customer Care Representatives to support our operations in the Belleville, Illinois, and St. Louis, Missouri areas. This position offers the flexibility of working from home while being part of a supportive team that is committed to delivering outstanding service to our customers.

In this role, you will be the first point of contact for customers seeking assistance with their water and wastewater services. Your ability to listen actively, empathize with customer concerns, and provide timely resolutions will be crucial in maintaining our reputation for exceptional customer service. You will receive comprehensive training to equip you with the knowledge and skills needed to succeed in this dynamic environment.

Key Responsibilities

As a Customer Care Representative at arenaflex, you will play a vital role in ensuring customer satisfaction. Your primary responsibilities will include:

• Handling Inbound Customer Calls: Receive and respond to incoming calls from customers in a professional and courteous manner. Listen carefully to understand their needs and concerns.


• Issue Resolution: Clarify customer requirements and resolve their concerns efficiently. When necessary, escalate issues to the appropriate department or supervisor for disposition while ensuring a smooth transition.


• Empathetic Communication: Use empathy and effective communication techniques when interacting with customers, making them feel valued and understood.


• Process Adherence: Follow established procedures and guidelines to ensure consistent and accurate responses to customer inquiries. Reference systems and knowledge bases for process steps and guidance.


• Performance Excellence: Provide exceptional service that meets or exceeds customer service expectations while working to avoid escalations whenever possible.


• Documentation: Complete all necessary correspondence and follow-up with customers to ensure their needs are fully addressed and to maintain accurate records.


• Continuous Improvement: Continuously improve call handling skills, systems knowledge, water and wastewater utility knowledge, and communication skills to enhance overall customer service levels.


• Team Collaboration: Support and sustain a positive environment that fosters team performance and individual excellence. Collaborate with colleagues to share best practices and contribute to a supportive team culture.


• Professional Development: Be receptive to performance feedback and actively seek opportunities to improve your skills and knowledge.


• Mentorship: May guide or assist other employees as needed, contributing to the overall success of the team.

Conditions of Employment

Please review the following conditions of employment before applying:

• Attendance During Training: It is preferred that during the first 90 days of employment, you do not miss any time as it will impact your training plan and your ability to succeed in this role.
• Scheduling: All appointments should be scheduled before the start of training and/or outside of your assigned shifts wherever possible to ensure you can fully dedicate yourself to your responsibilities.
• Training Requirements: The 5 weeks of training are mandatory and will be conducted virtually. It is imperative that you communicate proactively with your supervisor or instructor if you are experiencing any issues during training.
• Technology Requirements: arenaflex requires employees to use on-camera video teleconferencing throughout new-hire training, for team meetings, and when requested by their supervisor. Employees are expected to practice business etiquette in performing their job duties, including when video teleconferencing.
• Work Environment: You will need to be able to have 100% focus on training and taking calls during the 8-hour shift as if you were in the office. Since this position can work from home, you will need a safe, quiet space free from distractions and background noise.
• Camera Usage: This position will require you to be on camera/teleconferencing as required by the department/supervisor.
• Geographic Requirement: This position requires selected candidates to be based within a 2-hour radius of Belleville, IL, or St. Louis, MO.

Essential Qualifications

To be successful in this role, you must meet the following requirements:

• Education: High school diploma or state-accepted equivalency certificate is required.


• Experience: Two years of experience in a related business environment and customer service is required.


• Technical Skills: Proficient typing and personal computing skills are essential for this role.


• Communication Skills: Excellent verbal and written communication skills with the ability to interact professionally with customers and team members.


• Problem-Solving: Demonstrated problem-solving and decision-making skills to address customer concerns effectively.


• Customer Service Orientation: Strong customer service orientation with a genuine desire to help others and resolve their issues.


• Team Orientation: Ability to work effectively as part of a team while also being able to work independently when required.


• Organizational Skills: Strong organizational and time management skills to handle multiple tasks and calls efficiently.

Preferred Qualifications

While not required, the following qualifications would be advantageous:

• Experience in the utility industry or familiarity with water and wastewater services.


• Prior experience with SAP systems.


• Previous experience in a call center or customer service environment handling high-volume calls.


• Knowledge of billing systems and account management processes.


• Bilingual capabilities (Spanish/English) is a plus in many of our service territories.

Knowledge, Skills, and Abilities

Success in this role requires a combination of technical proficiency and interpersonal abilities:

• Customer Empathy: The ability to understand and share the feelings of customers, putting yourself in their shoes to provide compassionate assistance.


• Active Listening: Strong active listening skills to accurately understand customer needs and concerns before responding.


• Patience and Composure: The ability to remain calm and professional, especially when dealing with frustrated or upset customers.


• Adaptability: Flexibility to handle a variety of customer situations and the ability to adapt to changing processes and procedures.


• Technical Aptitude: Comfortable learning new systems and software applications quickly and effectively.


• Attention to Detail: Ability to accurately document customer interactions and maintain detailed records.


• Time Management: Strong ability to manage time effectively and handle calls efficiently while maintaining quality service.


• Resilience: Ability to bounce back from challenging situations and maintain a positive attitude throughout the workday.

Work Environment

At arenaflex, we strive to create a work environment that supports our employees' success:

• Remote Work: This position is primarily remote/work from home, offering flexibility in your work environment.


• 24/7 Operations: As a 24/7/365 operation, Call Center Agents may be required to work late nights, weekends, or holidays. We offer flexible scheduling options to accommodate various lifestyles.


• Training Environment: The 5-week training program is conducted virtually and requires full-time commitment. You will receive comprehensive instruction on our systems, processes, and customer service techniques.


• Equipment Provision: All equipment needed to be successful in this role, including a computer, headset, and other necessary materials, is provided by arenaflex.


• Video Conferencing: Employees are expected to participate in video teleconferencing for training, team meetings, and as required by supervisors.

Career Growth Opportunities

At arenaflex, we believe in investing in our employees' professional development. As part of our team, you will have access to:

• Comprehensive Training: Extensive training programs that equip you with the skills and knowledge needed to excel in your role and prepare you for future advancement.


• Career Advancement: Opportunities to grow within the organization. Many of our supervisors and managers began their careers as Customer Care Representatives, demonstrating our commitment to promoting from within.


• Learning Resources: Access to online learning platforms, workshops, and professional development courses to enhance your skills and career prospects.


• Skill Development: Exposure to various aspects of the water and wastewater utility industry, providing a solid foundation for long-term career growth.


• Internal Mobility: The ability to explore different roles within the organization as you advance in your career.

Compensation and Benefits

arenaflex is committed to providing competitive compensation and comprehensive benefits to our employees:

• Hourly Rate: Starting at $17.31 per hour, with opportunities for growth and increases as determined by our compensation policies.


• Incentive Pay: This position may be eligible for annual incentive pay and contracted increases as determined by collective bargaining agreements.


• Salary Growth: You will have the opportunity for continued salary growth as you develop professionally and take on additional responsibilities.


• Health Benefits: Comprehensive medical, prescription, dental, and vision coverage for you and your family.


• Financial Security: 401(k) retirement plan, Defined Contribution Plan, and Employee Stock Purchase Plan to help you save for the future.


• Work-Life Balance: Paid time off, disability coverage, and life insurance to support your well-being.


• Wellness Programs: Health and wellness programs designed to support your physical and emotional well-being.


• Voluntary Benefits: Additional voluntary benefits to customize your coverage based on your needs.

Company Culture and Values

At arenaflex, our culture is built on a foundation of shared values that guide everything we do:

• People First: People are the heart of our business. We treat every employee and customer with dignity, respect, and compassion.


• Inclusion and Diversity: We strongly believe that having diversity across our company makes us more successful. We embrace different ideas, viewpoints, experiences, and backgrounds because we know they make us stronger.


• Customer Obsession: We are dedicated to providing exceptional service to our customers, going above and beyond to meet their needs.


• Safety Commitment: We champion safety in all aspects of our operations, ensuring the well-being of our employees, customers, and communities.


• Innovation: We cultivate innovation, continuously seeking new and better ways to serve our customers and improve our operations.


• Collaboration: We believe in working together, fostering a collaborative environment where everyone's contributions are valued.

Join the arenaflex Team

If you are looking for a rewarding career where you can make a difference in people's lives, aren't afraid of hard work, and want to be part of a company that values its employees, then arenaflex is the right place for you!

We are excited about the possibility of welcoming you to our team. As a Customer Care Representative, you will have the opportunity to develop valuable skills, grow professionally, and contribute to our mission of keeping life flowing for the communities we serve.

Don't miss this opportunity to join a company that is committed to your success. Apply today and take the first step toward a fulfilling career with arenaflex!

arenaflex is firmly committed to Equal Employment Opportunity (EEO) and prohibits employment discrimination for employees and applicants based on his or her age, race, color, pregnancy, gender, gender identity, sexual orientation, national origin, religion, marital status, citizenship, or because they are an individual with a disability, protected veteran, or other status protected by federal, state, and local laws.