**Experienced Customer Service Representative – Applications Support**

At arenaflex, we're committed to delivering exceptional customer experiences that exceed our customers' expectations. As an Experienced Customer Service Representative – Applications Support, you'll play a vital role in providing top-notch support to our customers, addressing their utility account-related concerns, and performing a variety of complex administrative tasks within the customer service department. **About arenaflex** arenaflex is a leading utility company dedicated to providing reliable and efficient services to our customers. We're passionate about delivering exceptional customer experiences, and we're looking for talented individuals who share our commitment to excellence. Our team is comprised of dedicated professionals who work together to ensure our customers receive the best possible service. **Job Summary** As an Experienced Customer Service Representative – Applications Support, you'll be responsible for providing excellent customer service to our customers, addressing their utility account-related concerns, and performing a variety of complex administrative tasks within the customer service department. You'll work closely with our customers, internal teams, and external partners to resolve issues, provide information, and offer solutions that meet and exceed our customers' expectations. **Key Responsibilities** - **Administrative Support** - Obtain account information from customers and explain charges on utility bills while maintaining confidentiality - Conduct account searches using the Customer Information System (CIS) and process service requests, including connect, disconnect, and transfer of service - Investigate, research, and resolve problems in accordance with established policy and procedures - Research refunds, reverses late fees, NSF fees, processing fees, and tampering fees, if applicable - Provide meter reading and data analysis on electric and water meters using MeterSense - Offer and explain additional services and programs available, such as auto draft, auto pay, pick your due date, budget billing, ways to pay, senior citizen billing, and critical care - Provide information about utility bill assistance programs and the contact information for various agencies that aid with their particular needs - Understand the necessity and value of accuracy and attention to detail, with the ability to process information with high levels of accuracy - Serve as a peer resource and perform general administrative support - **Data Entry/Processes** - Apply cash/check deposit payments collected to the correct customer number - Transfer deposit payments daily when an active account is established - Complete a Deposit Distribution journal daily to ensure the correct deposit amount is applied to the correct account - Create deposit payment arrangements - Manage and monitor the Guarantor program, including monthly reporting and processes - Manage and monitor the Critical Care program, including bi-annual reporting, all inquiries, and account management on eligible accounts - Code eligible tax-exempt accounts in the CIS system - Evaluate, process, and calculate refunds if needed by examining a tax-summary for a 4-year time period, per account - Apply credit card deposit transactions into the CIS system daily - Scan, file, organize, print, copy, and perform other duties as assigned - **Internal and External Communication** - Handle email requests as needed - Participate in activities designed to improve customer satisfaction and business performance - Identify and improve service delivery with a goal of increasing customer satisfaction - Actively contribute and recommend continuous process improvement to increase department efficiencies - Thorough knowledge of city utility services and charges - Skill in active listening, taking time to understand, and asking questions as appropriate - Ability to deal effectively with the public in processing customer requests and complaints and coping with extreme cases of human behavior - Assist in training employees with similar tasks and new processes within and across departmental lines - Maintain calm composure and commitment to work during periods of heavy workload and stressful situations - Verify caller's identity via Online Utility Exchange for application or debt collection purposes when a customer is applying by phone - Understand and demonstrate how billings are calculated to successfully educate customers - Advise, educate, and engage customers on a variety of technological tools and resources allowing them to explore solutions to achieve their goals - Become familiar and understand the duties and responsibilities of other key departments to accelerate resolution to customer requests - **General Responsibilities** - Maintain regular attendance; leave schedule should be managed so as to not interfere with the ability to accomplish tasks, including special projects and assignments with deadlines - Adhere to arenaflex safety guidelines and practices at all times and in all situations - Maintain a clean and safe work area, office, field site, and vehicle as applicable - Develop and maintain effective customer service skills for communications with co-workers, customers, and the public in general - Maintain strict confidentiality of business, employee, and customer information in written and oral communications and safeguard sensitive documents - Adhere to arenaflex policies and procedures - Exemplify arenaflex Core Values of Integrity, Stewardship, Team, and Safety - Participate in and support initiatives to reach annual arenaflex Performance Measures **Essential and Preferred Qualifications** - **Formal Education and Work Experience Requirements** - Degree/Diploma Obtained: High School Diploma/GED - Field of Study: General Studies - Work Experience Time Frame: One Year or More - Other: Bilingual in Spanish is a preferred - **Other Minimum Qualifications** - Three years of experience in customer service relations, preferably in utilities - Utilize current versions of computer software and hardware provided by arenaflex to research customer accounts, perform data entry, and create other documents that are clear, accurate, and grammatically correct - **Software Knowledge** - Harris NorthStar (CIS system) including mCare, eCare, Customer Connect, ADP ezLabor (payroll), High Cotton (outsourced bill mailer), Halogen (evaluations), OnBase (electronic document storage), Microsoft Office Suite - **Experience with Machines, Tools, Equipment, and Other Work Aids** - Personal Computer, Copier, Fax Machine, Scanner, Printer, Calculator, Telephone **What We Offer** - Competitive salary and benefits package - Opportunities for career growth and professional development - Collaborative and dynamic work environment - Recognition and rewards for outstanding performance - Comprehensive training and support to ensure success - Flexible work arrangements and work-life balance **How to Apply** If you're passionate about delivering exceptional customer experiences and are looking for a challenging and rewarding career opportunity, we encourage you to apply for the Experienced Customer Service Representative – Applications Support position at arenaflex. Please visit our website at [www.arenaflex.com/careers](http://www.arenaflex.com/careers) to submit your application and join our team of dedicated professionals. Apply for this job