Customer Service Representative II – Community Utilities, Public Engagement & Service Operations

```html

Join arenaflex – Building Stronger Communities Every Day

At arenaflex, we believe that public service is more than a job—it’s a mission to enhance the quality of life for every resident we serve. As a leading municipal utility provider, arenaflex delivers essential services that power homes, keep streets safe, and support thriving neighborhoods. Our employees are the heart of this effort, acting as trusted advisors, problem‑solvers, and community ambassadors. If you are passionate about helping people, enjoy a fast‑paced environment, and want to make a tangible impact, the Customer Service Representative II role is your gateway to a rewarding career.

Why Choose arenaflex?

Working for arenaflex means joining a collaborative team that values integrity, innovation, and inclusivity. We invest in our people with competitive compensation, comprehensive benefits, and continuous learning opportunities. Whether you’re an internal employee, a retiree, or a dependent of a current arenaflex staff member, you’ll find a supportive environment that encourages growth and celebrates success.

Position Overview

The Customer Service Representative II is a mid‑level, skilled position focused on delivering exceptional service to arenaflex utility customers. You will serve as a primary point of contact, handling inquiries, processing transactions, and resolving issues across multiple utility services. This role reports to a designated supervisor and operates with limited supervision, allowing you to exercise independent judgment while adhering to arenaflex policies and procedures.

Key Responsibilities

• Answer, screen, research, and respond to utility customer requests received via phone, mail, email, or in‑person interactions.
• Analyze customer income and expense data to recommend tailored service solutions and appropriate deposit requirements.
• Process payments, deposits, permits, and service orders accurately within the arenaxflex customer information system.
• Manage delinquent accounts, investigate disputes, and negotiate resolutions that balance customer satisfaction with arenaflex financial guidelines.
• Maintain up‑to‑date customer records, ensuring data integrity and compliance with privacy regulations.
• Assist in emergency storm response and service restoration efforts, coordinating with field crews and other departments.
• Apply arenaflex policies and procedures consistently, providing clear explanations to customers and internal stakeholders.
• Deliver on‑the‑job training and mentorship to new hires, fostering a culture of continuous improvement.
• Prepare and present reports, meeting minutes, and performance metrics as requested by management.
• Act as a liaison between arenaflex, elected officials, partner agencies, and the public, promoting transparent communication.
• Participate in regular team meetings, contribute ideas for process enhancements, and support departmental initiatives.

Essential Qualifications

• High school diploma or equivalent + minimum three (3) years of progressive experience in customer‑facing roles such as public contact centers, retail, banking, or utility services.
• OR an Associate degree in Business Administration, Public Administration, Public Relations, or a related field + one (1) year of relevant experience.
• OR a Bachelor’s degree in a related discipline.
• Demonstrated ability to interpret and apply utility billing, credit, and collections policies.
• Proficiency with Microsoft Office Suite (Word, Excel, Outlook) and familiarity with enterprise resource planning systems such as SAP.
• Strong written and verbal communication skills, with the ability to convey complex information in a clear, courteous manner.
• Excellent interpersonal skills, capable of building rapport with diverse customers, elected officials, and internal teams.
• Ability to remain calm, composed, and solution‑focused during high‑stress situations.
• Flexibility to adapt to shifting priorities, work schedules, and evolving technology platforms.

Preferred Qualifications

• Experience specifically within municipal utility environments or public sector agencies.
• Knowledge of local ordinances, regulations, and compliance standards governing utility operations.
• Certification or training in conflict resolution, customer service excellence, or related fields.
• Prior experience using customer relationship management (CRM) software.
• Demonstrated track record of process improvement initiatives or project leadership.

Core Skills & Competencies

• Analytical Thinking: Ability to assess financial data, identify patterns, and recommend appropriate service options.
• Problem Solving: Quickly diagnose issues, develop practical solutions, and follow through to resolution.
• Attention to Detail: Accurate data entry, record‑keeping, and compliance with procedural guidelines.
• Time Management: Efficiently prioritize tasks to meet service level agreements and deadlines.
• Team Collaboration: Work effectively with cross‑functional teams, sharing knowledge and supporting collective goals.
• Technology Savvy: Comfortable navigating multiple software platforms and learning new tools as needed.
• Customer‑Centric Mindset: Commitment to delivering a positive experience for every resident and stakeholder.

Work Environment & Culture at arenaflex

arenaflex offers a dynamic, inclusive workplace where employees are encouraged to bring their authentic selves to work. Our offices feature modern workstations, collaborative meeting spaces, and a supportive atmosphere that values work‑life balance. Employees benefit from:

• Regular on‑site fitness facilities and wellness programs.
• Opportunities for remote or hybrid work arrangements where feasible.
• Mentorship programs, tuition reimbursement, and professional development workshops.
• Employee resource groups that celebrate diversity and foster community engagement.
• Recognition initiatives that honor outstanding service and innovative ideas.

Compensation, Perks & Benefits

arenaflex provides a competitive salary range of $19.13 – $28.14 per hour, commensurate with experience and qualifications. In addition to base pay, eligible employees receive a comprehensive benefits package that includes:

• Medical, dental, and vision insurance options.
• Life insurance and accidental death & dismemberment coverage.
• Retirement plans, including a pension and deferred compensation opportunities.
• Paid time off, holidays, and sick leave.
• Employee assistance programs (EAP) for personal and professional support.
• On‑site medical staff, health screenings, and wellness incentives.
• Flexible scheduling and overtime opportunities.
• Career advancement pathways within arenaflex’s growing utility network.

Career Growth & Learning Opportunities

arenaflex is committed to nurturing talent from within. As a Customer Service Representative II, you will have access to:

• Structured training curricula covering utility operations, regulatory compliance, and advanced customer service techniques.
• Cross‑training opportunities with other departments such as billing, field services, and emergency management.
• Leadership development programs that prepare high‑performing employees for supervisory or specialist roles.
• Support for certifications and continuing education through tuition reimbursement.
• Mentorship from seasoned professionals who can guide your career trajectory.

Application Process

If you are an internal arenaflex employee, retiree, or dependent/survivor of an arenaflex employee, please apply through the internal Career Icon portal in your Workday account. External candidates are encouraged to submit their applications via the link below. All applicants will undergo a fair and consistent selection process, with accommodations available for individuals with disabilities.

Apply for this Position

Equal Opportunity & Inclusion

arenaflex is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Minorities, women, veterans, and individuals with disabilities are strongly encouraged to apply. Reasonable accommodations are available upon request throughout the recruitment and employment process.

Join the arenaflex Team Today

Ready to make a difference in the lives of your neighbors while advancing your career? Apply now and become a vital part of arenaflex’s mission to deliver reliable, customer‑focused utility services. Together, we’ll build a brighter, more resilient community.