Remote Customer Service Representative I - Utility Customer Support Services (Pennsylvania, Ohio, Virginia & Kentucky)

Join arenaflex: Empowering Communities Through Exceptional Utility Customer Service

Are you ready to make a meaningful impact in the lives of millions of customers while building a rewarding career with an industry leader? At arenaflex, we believe that great customer service is the cornerstone of everything we do. We're not just connecting homes to essential energy services – we're building relationships that warm families, power businesses, and support communities across the Midwest and Mid-Atlantic regions.

We're currently seeking dedicated, customer-focused individuals to join our team as Remote Customer Service Representatives. This is a unique opportunity to work from the comfort of your own home while serving as the vital link between arenaflex and the families and businesses who depend on us every single day. If you have a passion for helping others, thrive in fast-paced environments, and possess excellent communication skills, we want to hear from you!

About arenaflex

At arenaflex, we're more than just a utility company – we're a cornerstone of community life. Our team serves nearly four million customers throughout the Midwest and Mid-Atlantic, who count on us to energize their homes and businesses. Whether speaking with customers by phone, analyzing financial data, or supporting critical operations in a neighborhood, our employees meet exciting challenges each day and make the most of their skills and talents.

We've been recognized by Forbes magazine as one of America's Best Large Employers, and we're proud of this achievement. But what truly sets us apart is our commitment to our employees and communities. Through years of successful growth, we've stayed true to our roots by making a difference in the lives of millions of our customers. We believe in fostering an inclusive, innovative environment where every team member has the opportunity to grow, learn, and succeed.

Position Overview

As a Remote Customer Service Representative I at arenaflex, you'll be the voice of our company to customers who rely on us for essential utility services. This position offers a full range of diverse, detailed, and complex responsibilities that will keep you engaged and challenged throughout your career. You'll handle a wide variety of customer inquiries via telephone, including questions about utility bills, service order requests, new service connections, service transfers, and emergency situations.

While this is a remote position, please note that all new employees are required to have reliable transportation to travel to their designated arenaflex facility during the first two days of employment for orientation. Additionally, periodic in-person attendance may be necessary as directed by management. This hybrid approach ensures you receive comprehensive training and remain connected to our team culture while enjoying the flexibility of working from home.

What You'll Do: Principal Duties and Responsibilities

As a Customer Service Representative at arenaflex, no two days will be exactly alike. You'll have the opportunity to develop a wide skill set while making a real difference in people's lives. Here's what you can expect:

• Billing Inquiry Resolution: Process billing calls with precision and care. You'll investigate meter readings and handle various requests related to billing accuracy, payment inquiries, and account adjustments. Your attention to detail will help ensure customers are billed correctly and understand their utility costs.
• Emergency Response: Handle emergency calls with composure and efficiency. When customers face urgent situations, you'll be there to provide guidance, dispatch appropriate resources, and ensure their safety and peace of mind.
• Service Coordination: Process customer move-ins, adds, and transfers seamlessly. You'll help new customers get connected to our services and assist existing customers with changing their service addresses or account details.
• Financial Transactions: Process refunds, compensation requests, and account changes professionally. You'll help customers navigate payment options and ensure their accounts reflect accurate information.
• Escalation Management: Route escalated customer issues to the appropriate department for resolution. Your critical thinking skills will be key in identifying when issues need additional attention and ensuring they reach the right resources.
• Assistance Program Support: Make referrals and process requests regarding special programs such as Energy Assistance, CRISIS, Dollar Energy, and other customer support initiatives. You'll help customers access resources that can make essential services more affordable.
• Service Order Management: Process order inquiry calls, initiate service orders, and provide customers with timely service order status updates. You'll be the communication bridge between our field teams and customers.
• Payment Arrangements: Assist customers with credit and payment arrangements, helping them find solutions that work for their financial situations while maintaining service continuity.
• Self-Service Guidance: Direct customers to appropriate self-service channels when applicable, empowering them to manage their accounts independently while ensuring they have the support they need.
• Performance Excellence: Meet individual deadlines, metrics, and team goals consistently. You'll track your performance and contribute to our collective success.
• Multitasking Excellence: Master the art of multitasking while effectively focusing on priority issues. Our systems require the ability to navigate multiple tabs, windows, and applications simultaneously.
• Team Collaboration: Work cooperatively in a group environment to achieve common goals. You'll be part of a supportive team that's committed to delivering exceptional customer experiences.

Compensation and Benefits

We believe in rewarding our team members for their hard work and dedication. The starting pay for this position is $17.70 per hour, with opportunities for growth and advancement based on performance and experience.

At arenaflex, we offer a comprehensive benefits package that includes:

• Competitive hourly compensation with potential for overtime pay


• Comprehensive health, dental, and vision insurance


• 401(k) retirement plan with company matching


• Paid time off and holidays


• Professional development and training opportunities


• Employee assistance program


• Career advancement opportunities within the organization


• Access to wellness resources and employee discount programs

Required Qualifications

To be successful in this role, you'll need to meet the following requirements:

• Education: High school diploma or equivalent required
• Experience: Minimum one (1) year of customer service experience
• Technical Skills: Strong computer skills including the ability to navigate multiple tabs, windows, and systems simultaneously
• Typing Speed: Minimum typing speed of 25 WPM (Words Per Minute)
• Communication: Solid written and verbal communication skills
• Age Requirement: Must be 18 years of age or older
• Availability: Must be available to work during hours between 7:00 a.m. and 7:00 p.m.
• Training Commitment: Must be able to attend 100% of the 13-week training program

Preferred Qualifications

While not required, the following qualifications will help you stand out as a top candidate:

• Two to three years of call center experience


• Two to five years of previous customer service work-from-home experience


• Experience in the utility industry


• Advanced computer skills with the ability to navigate multiple tabs, windows, and systems efficiently


• Typing speed of 60-65 WPM

Work-From-Home Requirements

As a remote team member, you'll need to meet specific technical and environmental requirements to ensure you can perform your job effectively:

• Internet Connection: Must maintain high-speed wired internet access (75 Mbps download and 15 Mbps upload) that is hardwired. Wi-Fi or Satellite Internet is not permitted for security and reliability reasons.
• Workspace: Must have the ability to work in a secure, private location – either a designated room or office in your residence. This space must include a non-disruptive work environment free from interruptions by others in the household.
• Equipment: Must have proper, ergonomic office equipment and set-up, including an appropriate desk chair, desk surface, and computer monitor positioning to ensure comfort during extended work periods.
• Technology: Must have a smartphone to download a VPN app on your personal device for secure access to company systems.

Living Requirements

To ensure you can attend occasional in-person requirements and maintain proximity to your designated facility, you must reside no more than 80 miles from one of the following arenaflex operating centers:

• arenaflex of Virginia Operating Center (1809 Coyote Drive, Chester, VA 23836)


• arenaflex of Ohio Location (290 W. Nationwide Blvd, Columbus, OH 43215)


• arenaflex of Kentucky (2001 Mercer Road, Lexington, KY 40511)


• arenaflex of Pennsylvania York Operating Center (1600 Colony Road, York, PA 17408)


• arenaflex of Pennsylvania (100 Laurel View Drive, Smithfield, PA 15478)

Our Culture and Values

At arenaflex, we believe that our greatest asset is our people. We're committed to creating an inclusive workplace where diverse perspectives are welcomed and valued. We understand that our differences make us stronger, and we're dedicated to fostering an environment where everyone can thrive.

Inclusion & Diversity: Value inclusion within your day-to-day responsibilities by respecting others' perspectives and convictions. Engage with others' opinions, creating a safe environment where people, ideas, and opinions are valued within your team, customers, and external partners. Respect and take into consideration diversity within your team, customers, and external work partners by valuing different world views, challenges, and cultures that represent all walks of life and all backgrounds.

Safety First: Promote a safe work environment by actively participating in all aspects of our employee safety program. Report any unsafe conditions and take actions to prevent personal injuries. Support our interdependent safety culture by ensuring the safety of your co-workers. Stay focused on the task at hand and promote productivity through good work habits.

Application Process

We're excited that you're considering joining the arenaflex team! The selection process includes several steps to ensure we find the best fit:

1. Submit your application online


2. Complete the CSR Aptitude Assessment


3. Attend the CSR Real Job Preview session


4. Pass a background check and drug test (if offered a position)

Successful applicants will be required to complete a CSR Aptitude Assessment and attend the CSR Real Job Preview to be considered for employment. If offered a position, candidates will be required to pass a DOT Background and DOT Drug test.

Equal Employment Opportunity

arenaflex is committed to providing equal employment opportunities in each of its companies to all employees and applicants for employment without regard to race, color, religion, national origin or ancestry, veteran status, disability, gender, age, marital status, sexual orientation, gender identity, genetic information, or any protected group status as defined by law. Each employee is expected to abide by this principle.

By applying, you may be considered for other job opportunities within our organization.

Ready to Make a Difference?

If you're interested in joining an inclusive, innovative company that fosters opportunity for growth, arenaflex might be the place for you. We're looking for talented individuals from all backgrounds who are ready to do what they love while making a positive impact in their communities.

Don't miss this exciting opportunity to grow your career with an industry leader. Apply today and become part of a team that's dedicated to serving our customers and communities with excellence, integrity, and compassion. We can't wait to welcome you to the arenaflex family!

Posting Start Date: 2023-10-20

Posting End Date: Please note that the job posting will close on the day before the posting end date.

Apply now and take the first step toward a rewarding career with arenaflex!