Dynamic Customer Service Representative – Multi‑Channel Support, Cash Handling & Community Services Specialist

About arenaflex

arenaflex is a forward‑thinking public service organization dedicated to delivering exceptional utility and community services to residents and businesses in Denton, Texas. Our mission is to combine efficiency, transparency, and a citizen‑first mindset to create a thriving, sustainable community. As a member of the arenaflex team, you will join a culture that values inclusivity, collaboration, and continuous improvement while making a tangible difference in the daily lives of thousands of customers.

Why This Role Matters

Our customers rely on arenaflex for essential services such as water, solid waste management, and utility billing. The Customer Service Representative serves as the front line of communication, ensuring every interaction—whether by phone, email, or in‑person—is handled with professionalism, empathy, and accuracy. This position is pivotal in maintaining trust, resolving issues promptly, and supporting the financial health of arenaflex through precise cash handling and payment processing.

Key Responsibilities

Customer Interaction & Support (Multi‑Channel)

• Answer a high volume of inbound calls, emails, and in‑person inquiries, providing clear, courteous, and accurate information about utility services, billing, and account status.
• Guide customers through payment processes, including drop‑box payments, online transactions, and over‑the‑phone credit card authorizations.
• Assist customers with account actions such as connections, disconnections, transfers, and billing adjustments, ensuring compliance with arenaflex policies and state regulations.
• Serve as a knowledgeable resource on solid waste services, explaining service options, calculating costs, and preparing service contracts.
• Escalate complex or unresolved issues to senior staff while maintaining ownership of the customer’s experience until resolution.

Cash Handling & Financial Accuracy

• Receive, record, and reconcile cash, checks, and electronic payments, issuing receipts and maintaining a balanced cash drawer at the end of each shift.
• Prepare daily bank deposits, verify deposit totals against transaction logs, and ensure adherence to arenaflex cash‑handling policies.
• Assist with interdepartmental cash tracking, reporting, and audit preparation to support transparent financial operations.

Administrative & Back‑Office Functions

• Process commercial account setups, validate Tax Identification Numbers, and maintain accurate account records in the billing system.
• Log, track, and file water leak adjustment requests, solid waste work orders, and other service‑related documentation.
• Perform routine office duties such as sorting mail, updating customer data, and generating reports for management review.
• Provide backup support to the Customer Service Representative II, ensuring seamless continuity of service during absences.

Team Collaboration & Continuous Improvement

• Mentor new hires and peers by sharing best practices, troubleshooting techniques, and effective communication strategies.
• Participate in project teams and special initiatives that enhance service delivery, process efficiency, and customer satisfaction.
• Contribute ideas for workflow enhancements, technology adoption, and policy refinements that align with arenaflex’s strategic goals.

Essential Qualifications

• High school diploma or equivalent (GED accepted).
• Minimum of one (1) year of direct customer service experience in a call‑center, retail, or municipal environment.
• At least six (6) months of cash handling experience, demonstrating accuracy and trustworthiness.
• Proficiency with Microsoft Office 365 (Word, Excel, Outlook) and familiarity with web‑based ticketing or CRM platforms.
• Strong verbal and written communication skills, with the ability to convey complex information in a clear, friendly manner.
• Demonstrated ability to manage multiple tasks, prioritize competing demands, and maintain attention to detail in a fast‑paced setting.
• Valid Texas Class C driver’s license and ability to obtain required automobile liability insurance within 90 days of hire.
• Eligibility to pass background checks, drug screening, and verification of social security number.

Preferred Qualifications & Additional Assets

• Experience in utility billing, water services, or solid waste management.
• Knowledge of local, state, and federal regulations governing public utilities and municipal services.
• Previous exposure to financial reconciliation, deposit preparation, or audit support.
• Certification in customer service excellence (e.g., HDI, ICMI) or cash handling (e.g., Certified Cash Handler).
• Demonstrated commitment to diversity, equity, and inclusion initiatives.

Core Skills & Competencies

• Interpersonal Skills: Ability to build rapport, demonstrate empathy, and maintain professionalism with a diverse customer base.
• Problem‑Solving: Identify moderate issues, propose practical solutions, and follow through to resolution.
• Technical Aptitude: Comfortable navigating multiple software systems, entering data accurately, and troubleshooting basic technical problems.
• Organizational Ability: Keep meticulous records, manage files, and ensure all documentation is up‑to‑date and compliant.
• Adaptability: Thrive in a dynamic environment, adjust to shifting priorities, and embrace new processes or tools.
• Confidentiality & Integrity: Handle sensitive financial and personal information with discretion and adhere to privacy standards.
• Quality Focus: Meet or exceed key performance indicators (KPIs) such as average handle time, first‑call resolution, and accuracy rates.

Career Growth & Development Opportunities

arenaflex invests in its employees’ professional journeys. In this role, you will have access to:

• Structured onboarding and mentorship programs that accelerate skill development.
• Ongoing training in advanced customer service techniques, conflict resolution, and utility industry regulations.
• Opportunities to advance to senior customer service positions, supervisory roles, or specialized departments such as Billing Operations, Revenue Management, or Community Outreach.
• Support for certifications and continuing education through tuition reimbursement and paid study leave.
• Cross‑functional project assignments that broaden your experience and visibility across the organization.

Work Environment & Culture at arenaflex

Our workplace blends the stability of a municipal organization with the agility of a modern service provider. You will enjoy:

• A hybrid work model—up to 90 % of scheduled hours can be performed remotely, with two mandatory in‑office days per month for collaboration and training.
• A supportive, inclusive atmosphere that celebrates diverse perspectives and encourages open dialogue.
• Regular team huddles, virtual coffee chats, and community‑service events that reinforce our core values of inclusivity, collaboration, service orientation, strategic focus, and fiscal responsibility.
• State‑of‑the‑art office equipment, secure virtual network access, and ergonomic workstations designed for comfort and productivity.

Compensation, Perks & Benefits

arenaflex offers a competitive salary commensurate with experience, along with a comprehensive benefits package that includes:

• Medical, dental, and vision coverage with multiple plan options.
• Retirement savings plan with employer matching contributions.
• Paid time off (PTO), holidays, and sick leave to support work‑life balance.
• Employee assistance program (EAP) for personal and professional support.
• Wellness initiatives such as fitness subsidies, mental‑health resources, and ergonomic assessments.
• Recognition programs that celebrate outstanding performance and innovative ideas.

Application Process

If you are a motivated, detail‑oriented professional who thrives on helping others and enjoys working in a collaborative, community‑focused environment, we want to hear from you. Submit your resume and a brief cover letter outlining your relevant experience and why you are excited to join arenaflex.

Apply Now at arenaflex

Join arenaflex and Make an Impact

At arenaflex, every interaction matters. By becoming a Customer Service Representative, you will play a vital role in ensuring that our residents receive reliable, courteous, and efficient service every day. Your dedication will help us uphold the highest standards of public service while advancing your own career in a supportive, growth‑oriented environment. Take the next step toward a rewarding future—apply today and become part of a team that truly makes a difference.