At arenaflex, we are committed to providing exceptional customer service to our valued customers. As a key member of our customer service team, the Customer Service Representative – Applications and Utility Account Support will play a vital role in ensuring that our customers receive the highest level of service and support. If you are a customer-focused individual with excellent communication skills and a passion for helping others, we encourage you to apply for this exciting opportunity.
**About arenaflex**
arenaflex is a leading provider of utility services in the region, dedicated to delivering reliable, efficient, and environmentally responsible services to our customers. Our team of dedicated professionals is committed to providing exceptional customer service, and we are seeking a highly skilled and motivated individual to join our team.
**Job Summary**
The Customer Service Representative – Applications and Utility Account Support will provide excellent customer service to our customers by responding to their inquiries, resolving issues, and providing support with their utility accounts. This role requires a high level of professionalism, excellent communication skills, and the ability to work independently in a fast-paced environment.
**Key Responsibilities**
* Provide exceptional customer service to our customers via phone, email, and in-person interactions
* Respond to customer inquiries and resolve issues related to their utility accounts
* Research and resolve complex customer service-related issues, including account adjustments and corrections
* Process service requests, including connects, disconnects, and transfers of service
* Investigate and resolve problems in accordance with established policy and procedures
* Provide information about utility bill assistance programs and the contact information for various agencies that aid with customer needs
* Offer solutions and solve problems that are sometimes unstructured and require conceptual thinking
* Record the details of every action taken in the Customer Information System (CIS) and maintain confidentiality of information
* Work effectively under pressure and with frequent interruptions
* May be required to work in one or multiple queues/skill sets over various customer contact channels
* Keep informed of arenaflex's rate structure, Service Conditions Policy, and City of New Braunfels Code of Ordinance, Chapter 130, to effectively educate customers on the governance of their accounts
**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 Guarantor program, including monthly reporting and processes
* Manage and monitor Critical Care program, including bi-annual reporting, all inquiries, and account management on eligible accounts
* Code eligible tax-exempt accounts in 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
* Scanning, filing, organizing, printing, copying, and other duties as assigned
**Internal and External Communication**
* Responsible for handling 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
* Assists in training employees with similar tasks and new processes within and across departmental lines
* Maintains calm composure and commitment to work during periods of heavy workload and stressful situations
* Verifies caller's identity via Online Utility Exchange for application or debt collection purposes when customer is applying by phone
* Understands and can demonstrate how billings are calculated to successfully educate the customers
* Advise, educate, and engage customers on a variety of technological tools and resources allowing them to explore solutions to achieve their goals
* Becomes familiar and understands 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 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 & 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
* Exemplifies arenaflex Core Values of Integrity, Stewardship, Team, and Safety
* Participate in and support initiatives to reach annual arenaflex Performance Measures
**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 to create other documents that are clear, accurate, and grammatically correct
* Other 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 in the role
**How to Apply**
If you are a motivated and customer-focused individual with a passion for helping others, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter to [arenaflex Careers Page](www.career.com/job/new-braunfels-utilities/customer-service-rep-applications/j202503061000221642942).