Job Description
Are you passionate about delivering exceptional customer service and making a positive impact in your community? Do you thrive in a fast-paced, dynamic environment where no two days are the same? Look no further! arenaflex's Customer Care Division is seeking highly motivated and customer-focused individuals to join our team as Temporary Utility Account Representative Trainees. As a key member of our Joint Utility Contact Center, you will play a vital role in providing top-notch service to our customers, answering and resolving billing-related questions and issues related to water, sewer, drainage, solid waste, and electric services. **About arenaflex** arenaflex is a community-centered utility that delivers vital services to our residents and businesses, including drinking water, drainage and wastewater, and garbage/recycling/compost. With over 1,400 employees working together to provide affordable and equitable stewardship of our water and waste resources, we are committed to making a positive impact in our community. Our workplace is guided by our core principles of Our City Values and Race and Social Justice, and we actively work to dismantle systemic racism and increase service equity. **Job Responsibilities** As a Temporary Utility Account Representative Trainee, you will be responsible for: * Receiving and responding to service and billing inquiries from residential and commercial utility customers regarding water, sewer, drainage, solid waste, and electric services by telephone, in-person, and through written correspondence in a professional and timely manner with minimum customer effort. * Researching and analyzing account information to accurately answer customer questions and resolve customer concerns. * Creating and updating customer account records, documenting information regarding customer interactions in our utility billing system. * Assisting customers in resolving delinquent accounts and establishing payment plans, when applicable. * Providing income-eligible customers with information regarding rate discount and payment assistance programs to help reduce utility costs. * Accurately and effectively handling a high volume of customer calls throughout the day. **Work Environment** Our Joint Utility Contact Center is a fun, team-oriented environment that relies on individual excellence with a focus on high-volume customer service. You will work in an energetic atmosphere with elevated noise levels due to the line of work. You will be required to sit, stand, and engage in repetitive head and hand movements for headset, keyboard, and mouse usage. You must be able to work overtime and/or weekends in the event of an emergency, scheduled training, and/or dedicated assigned work. **Qualifications** To be successful in this role, you will need: * One (1) year of customer service/contact center experience and/or experience in a billing process. * Combinations of appropriate education, training, certification, and experience(s) will be evaluated on an individual basis for comparability. **Skills and Competencies** * Excellent communication and interpersonal skills, with the ability to effectively interact with customers and colleagues. * Strong analytical and problem-solving skills, with the ability to research and resolve customer concerns. * Ability to work in a fast-paced, dynamic environment with elevated noise levels. * Strong organizational and time management skills, with the ability to prioritize tasks and meet deadlines. * Ability to work independently and as part of a team, with a focus on delivering exceptional customer service. **Career Growth Opportunities and Learning Benefits** As a Temporary Utility Account Representative Trainee, you will have the opportunity to gain valuable experience working in a City office environment. You will receive training and support to help you develop your skills and competencies, and you will have the opportunity to work with a diverse team of professionals who are passionate about delivering exceptional customer service. arenaflex is committed to providing a workplace that is welcoming to all, and we actively work to create a culture of inclusivity and equity. **Compensation, Perks, and Benefits** As a Temporary Utility Account Representative Trainee, you will receive: * A competitive hourly rate of $30.67 per hour - $31.95 per hour. * Premium pay in lieu of health care and paid leave benefits. * The opportunity to work in a dynamic, fast-paced environment with a focus on delivering exceptional customer service. * The chance to gain valuable experience working in a City office environment. * The opportunity to work with a diverse team of professionals who are passionate about delivering exceptional customer service. **How to Apply** If you are a motivated and customer-focused individual who is passionate about delivering exceptional customer service, we encourage you to apply for this exciting opportunity. Please submit your application, resume, and cover letter to arenaflex's online application system. Your cover letter should address how your knowledge, skills, and experience(s) relate to this position. **Workplace Environment (Telework Expectation)** This position allows for the flexibility of a hybrid work schedule, with the option to work remotely two days a week. Individual schedules will be agreed upon by the employee and their supervisor. **Who May Apply** The City of arenaflex encourages people of all backgrounds to apply, including people of color, immigrants, refugees, women, LGBTQ, people with disabilities, veterans, and those with diverse life experience. This position is open to all qualified candidates that meet the minimum qualifications. The City of arenaflex values diverse perspectives and life experiences, and applicants will be considered regardless of race, color, creed, national origin, ancestry, sex, marital status, disability, religious or political affiliation, age, sexual orientation, or gender identity. If you have any questions, please contact Heather Baldwin-Stewart at [email protected]. Apply for this job