Remote Customer Service Representative – Full‑Time Utility Billing & Support Specialist (Remote – PA, OH, VA, KY)
About arenaflex – Powering Communities with Care
arenaflex is a leading utility provider dedicated to delivering safe, reliable natural gas services to millions of residential and commercial customers across the Midwest and Mid‑Atlantic. Recognized by industry publications for its commitment to employee development, safety, and community impact, arenaflex blends cutting‑edge technology with a people‑first culture. As a remote‑first organization, arenaflex empowers its workforce to thrive from home while staying deeply connected to the communities we serve.
Why This Role Matters
Our customers rely on arenaflex for essential services—whether it’s a routine bill inquiry, a service transfer, or an emergency response. As a Remote Customer Service Representative, you will be the trusted voice that guides customers through complex billing issues, service requests, and critical assistance programs. Your ability to listen, solve problems, and convey empathy will directly influence customer satisfaction and the overall reliability of arenaflex’s service network.
Position Overview
This full‑time, remote position is open to candidates residing within 80 miles of any arenaflex facility in Pennsylvania, Ohio, Virginia, or Kentucky. While the role is performed from home, you will attend a two‑day on‑site orientation at a designated arenaflex location and complete a comprehensive 13‑week training program. The schedule is flexible between 7:00 a.m. and 7:00 p.m., allowing you to balance personal commitments while delivering top‑tier service.
Key Responsibilities
- Billing & Payment Support: Investigate meter reads, resolve billing discrepancies, process payments, and handle refunds or compensation requests.
- Emergency Call Management: Respond promptly to emergency calls, coordinate with field crews, and ensure safety protocols are followed.
- Service Order Coordination: Initiate new service orders, track status updates, and manage move‑in, move‑out, and transfer requests.
- Program Referrals: Guide customers to specialized assistance programs such as Energy Assistance, CRISIS, Dollar Energy, and other arenaflex‑sponsored initiatives.
- Escalation Handling: Identify complex issues, route them to the appropriate resolution team, and follow through to closure.
- Self‑Service Promotion: Direct callers to arenaflex’s digital portals and self‑service tools when appropriate, enhancing efficiency.
- Performance Metrics: Meet individual and team goals for call volume, resolution time, and customer satisfaction scores.
- Collaboration: Work cooperatively with peers, supervisors, and cross‑functional teams to achieve shared objectives.
Essential Qualifications
- High school diploma or equivalent (GED accepted).
- Minimum of one (1) year of customer service experience in a call‑center or similar environment.
- Proficiency with multiple computer applications, including the ability to navigate several tabs and windows simultaneously.
- Typing speed of at least 25 words per minute (WPM) with a focus on accuracy.
- Strong verbal and written communication skills, with an emphasis on clear, courteous, and professional interaction.
- Must be 18 years of age or older.
Preferred Qualifications & Skills
- 2–3 years of call‑center experience, preferably within the utility sector.
- 2–5 years of remote work experience, demonstrating self‑discipline and reliable home‑office setup.
- Advanced computer proficiency, including typing speeds of 60–65 WPM.
- Prior exposure to utility billing, meter reading, or energy assistance programs.
- Demonstrated problem‑solving, conflict‑resolution, and analytical abilities.
- Ability to quickly learn arenaflex’s proprietary software and processes.
Work‑From‑Home Office Requirements
- High‑speed wired internet (minimum 75 Mbps download / 15 Mbps upload) – Wi‑Fi or satellite connections are not acceptable.
- Dedicated, private workspace free from household distractions, equipped with ergonomic furniture.
- Personal smartphone capable of installing a VPN application for secure network access.
- Availability to attend 100 % of the 13‑week training curriculum and adhere to scheduled shifts.
Geographic Residency Requirement
Applicants must reside within an 80‑mile radius of an arenaflex facility in one of the following locations:
- arenaflex of Virginia Operating Center – 1809 Coyote Drive, Chester, VA 23836
- arenaflex of Ohio Location – 290 W. Nationwide Blvd, Columbus, OH 43215
- arenaflex of Kentucky – 2001 Mercer Road, Lexington, KY 40511
- arenaflex of Pennsylvania York Operating Center – 1600 Colony Road, York, PA 17408
- arenaflex of Pennsylvania – 100 Laurel View Drive, Smithfield, PA 15478
Compensation, Benefits & Perks
arenaflex offers a competitive hourly wage starting at $17.70 per hour, with opportunities for performance‑based increases. Full‑time employees enjoy a comprehensive benefits package that includes:
- Medical, dental, and vision coverage with multiple plan options.
- Retirement savings plan with company matching contributions.
- Paid time off, holidays, and sick leave.
- Employee assistance program (EAP) for personal and professional support.
- Tuition reimbursement and career‑development funding.
- Access to arenaflex’s wellness initiatives, including virtual fitness classes and mental‑health resources.
- Discounted rates on utility services for eligible employees.
Career Growth & Learning Opportunities
arenaflex invests heavily in employee development. As a Remote Customer Service Representative, you will have access to:
- Structured onboarding and mentorship programs.
- Continuous learning modules covering advanced billing systems, regulatory compliance, and customer‑experience best practices.
- Clear career pathways to senior support roles, team lead positions, and specialized departments such as fraud detection, technical support, and operations management.
- Opportunities to cross‑train in other arenaflex business units, broadening your industry expertise.
Inclusion, Diversity & Workplace Culture
arenaflex is committed to fostering an inclusive environment where every voice is heard and valued. We celebrate diverse perspectives, encourage open dialogue, and actively support employee resource groups. By joining arenaflex, you become part of a culture that:
- Respects and embraces differences in background, experience, and thought.
- Promotes equitable opportunities for advancement and professional growth.
- Encourages collaboration across geographic and functional boundaries.
- Maintains a safe, respectful, and supportive workplace for all team members.
Safety Commitment
Safety is a core pillar of arenaflex’s operating philosophy. Even in a remote setting, you are expected to:
- Adhere to ergonomic best practices to prevent strain and injury.
- Report any unsafe home‑office conditions to our Safety Support Team.
- Participate in periodic safety training and awareness campaigns.
- Model responsible behavior that contributes to a culture of safety for colleagues and customers alike.
Application Process & Next Steps
To be considered for this role, candidates must complete the following steps:
- Pre‑register for the 2023 arenaflex Customer Service Representative Hiring Event (Wednesday, November 1st, 6‑7 PM EST) by clicking the registration link provided.
- Successfully pass the CSR Aptitude Assessment and attend the CSR Real Job Preview.
- Undergo a DOT background check and DOT drug screening if offered a position.
- Attend the mandatory two‑day on‑site orientation at the nearest arenaflex facility.
- Complete the 13‑week training program and begin your remote shift schedule.
Join arenaflex – Make an Impact Every Day
If you are a motivated, customer‑focused professional with a passion for problem‑solving and a desire to grow within a forward‑thinking utility company, arenaflex wants to hear from you. Bring your enthusiasm, communication skills, and commitment to excellence, and help us continue to energize homes and businesses across the region.
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