Job Description
Are you passionate about delivering exceptional customer service and making a difference in people's lives? Do you thrive in a dynamic, fast-paced environment where no two days are the same? If so, we invite you to join arenaflex, the largest regulated water and wastewater utility company in the United States, as a Customer Care Agent – Water/Wastewater Utility (Remote Opportunity). At arenaflex, we're committed to providing safe, clean, reliable, and affordable drinking water and wastewater services to over 14 million people across 14 regulated jurisdictions and 18 military installations. Our 6,500 talented professionals leverage their expertise and our national size and scale to achieve excellent outcomes for our customers, employees, investors, and other stakeholders. As a Customer Care Agent, you'll play a critical role in ensuring that our customers receive exceptional service and support. You'll be the face of arenaflex, providing empathetic and effective communication to resolve customer concerns and issues. If you're a people person with a strong work ethic, excellent communication skills, and a passion for delivering outstanding customer service, we want to hear from you! **About arenaflex** arenaflex is a leader in the water and wastewater utility industry, with a history dating back to 1886. We're committed to executing our core operations aligned with sustainable best practices, through our commitments to safety, affordability, customer service, protecting the environment, an inclusive workforce, and strengthening communities. Our company has been recognized on the 2023 Bloomberg Gender-Equality Index for the fifth consecutive year, ranked 18th on Barron's 100 Most Sustainable U.S. Companies 2023 List, earned the U.S. Department of Homeland Security SAFETY Act designation and U.S. Environmental Protection Agency's WaterSense Excellence Award, among additional state, local, and national recognitions. **Key Responsibilities** As a Customer Care Agent, you'll be responsible for: * Receiving inbound calls from customers, clarifying their needs, and resolving concerns or escalating to the appropriate level for disposition. * Providing exceptional service to customers, meeting or exceeding service expectations while avoiding escalations whenever possible. * Handling difficult calls and using empathy and effective communication to resolve customer issues. * Maintaining a high level of application, process, and water utility knowledge to address customer inquiries. * Supporting and sustaining a positive environment that fosters team performance and individual excellence. * Continuously improving call handling skills, systems knowledge, water and wastewater utility knowledge, and communications skills to enhance customer service levels. **Conditions of Employment** * It is preferred that during the first 90 days (about 3 months) of employment, you do not miss any time as it will impact your training plan. * All appointments should be scheduled before the start of training and/or outside of your assigned shifts wherever possible. * The 5 weeks of training are mandatory, and this training will be virtual. If you are experiencing any issues, it is imperative that you communicate proactively with your supervisor or instructor. * American Water requires employees to use on-camera video teleconferencing throughout new-hire training, for team meetings, and when requested by their supervisor. * You will need to be able to have 100% focus on training and taking calls during the 8hr 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, a secluded area would be best. **Essential Qualifications** * High school diploma or state accepted equivalency certificate required. * Two years of experience in a related business environment and customer service. * Demonstrated problem-solving and decision-making skills. * Excellent customer service and team orientation. * Strong organizational and communication skills. * Proficient typing and personal computing skills. **Preferred Qualifications** * SAP and utility experience a plus. **Work Environment** * Primarily remote/work from home. * 24/7/365 operation. Call Center Agents may have to work late nights, weekends, or holidays. * This position will require you to be on camera/teleconferencing as required by the department/supervisor. **Travel Requirements** * May need to travel to a designated arenaflex office for training, technology, or connectivity purposes. * Must be within 2-hour radius of either St. Louis, MO, or Belleville, IL, office locations. **Competencies** * Champions safety * Customer obsessed * Cultivates innovation * Nimble learning * Drives Results * Collaborates **Benefits and Perks** * Competitive salary: $17.31/hour * Annual incentive pay and contracted increases as determined by the collective bargaining agreement * Comprehensive benefits package, including 401(k), Defined Contribution Plan, Employee Stock Purchase Plan, medical, prescription, dental, and vision coverage, plus disability, paid time off, life insurance, voluntary benefits, health and wellness programs, and much more! * Opportunities for continued salary growth and professional development * Flexible work arrangements, including remote work options * Collaborative and supportive work environment * Recognition and rewards for outstanding performance **Why Join arenaflex?** * We're a leader in the water and wastewater utility industry, with a history of innovation and excellence. * We're committed to diversity, equity, and inclusion, and we strive to create a workplace where everyone feels valued and respected. * We offer competitive compensation and benefits, as well as opportunities for professional growth and development. * We're passionate about making a difference in people's lives, and we're looking for like-minded individuals to join our team. **How to Apply** If you're a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you! Apply for this job