Experienced Customer Support Representative – Virtual Contact Center
At arenaflex, we're on a mission to revolutionize the way customer support is delivered in the water and sewer utility space. As a growing company, we're seeking a talented and dedicated Customer Support Representative to join our virtual contact center team. If you're passionate about helping customers, comfortable using technology, and demonstrate personal drive and responsibility, we want to hear from you.
About arenaflex
arenaflex is a leading provider of customer support and billing services to clients primarily in the water and sewer utility space. Founded in 2015, we've established ourselves as a trusted partner, delivering exceptional service to our clients and their customers. Our virtual contact center operates 24 hours a day, 7 days a week, providing a seamless experience for customers across multiple utilities.
Position Summary
As a Customer Support Representative at arenaflex, you'll be the face of our company, providing accurate, satisfactory answers to customer inquiries and concerns. You'll work remotely, using our Virtual Call Center software to answer phone calls, respond to voicemails, and manage customer emails. Your primary responsibilities will include:
Key Responsibilities
* Answering all phone calls and providing accurate, satisfactory answers to customer inquiries and concerns
* Returning calls and emails, and recording all customer interaction in the customer information system
* Updating account information by adding phone numbers and emails to the customer information system when customers provide them
* Providing account balance, invoice information, and payment information to customers, including payment address/options for mailing and online payments
* Recording information into customer accounts as needed
* Emailing Start/Stop Service Forms to customers as needed
* Deescalating situations involving dissatisfied customers with patience and support, and forwarding complaints, problems, or supervisor requests to the appropriate person
* Providing rate information to customers
* Collaborating with other call center professionals to improve customer service
* Communicating directly with the arenaflex Customer Experience Director, Customer Experience Manager, and team leads, as well as interacting with our primary contact at the utility company when needed
Skills & Experience
To succeed in this role, you'll need:
* Effective and professional communication skills, both written and oral
* Exceptional customer service skills, including effective active listening skills, the ability to remain flexible and calm in high-pressure or continually changing situations
* Troubleshooting and problem-solving skills
* Strong organizational skills, including the ability to prioritize issues for escalation to management and work on multiple tasks throughout the day
* Self-starter ability to manage this position and the flexible schedule working from their home office
* Ability to work with web-based email and office software (for example, Google Apps and Email, Microsoft Excel, etc.)
* Ability to work in multiple technology systems to provide service to the customer
* One year in a customer-facing role
* A college degree is preferred, but not required
What We Offer
As a Customer Support Representative at arenaflex, you'll enjoy:
* A dynamic and supportive work environment
* Opportunities for career growth and professional development
* A comprehensive benefits package, including health insurance, retirement savings, and paid time off
* A flexible schedule, allowing you to work from the comfort of your own home office
* A laptop, headset, keyboard, and mouse, provided by arenaflex
* Ongoing training and support to ensure your success in the role
Why Join arenaflex?
At arenaflex, we're passionate about delivering exceptional customer support and building long-term relationships with our clients and their customers. If you share our values and are committed to providing outstanding service, we invite you to join our team. Apply now to become a part of our dynamic and supportive work environment.