Customer Care Representative I – Hybrid Customer Service Role with $19 Starting Pay, Performance Incentives & Career Growth at arenaflex
Join arenaflex as a Customer Care Representative I – Hybrid Role | $19/hr Starting Pay + Incentives + Career Advancement
Are you a natural problem-solver who thrives on helping people and takes pride in delivering exceptional service? arenaflex, a forward-thinking and customer-focused utility organization serving more than 700,000 residential and business customers across 45 counties in Pennsylvania and one county in Maryland, is looking for a dedicated Customer Care Representative I to join our growing team. This is an exciting opportunity for motivated individuals who want to build a long-term career in the energy and utilities industry while enjoying a flexible hybrid work arrangement after a structured training period.
At arenaflex, our mission is simple yet powerful: to deliver reliable, safe, and affordable energy to the communities we serve every single day. The foundation of that mission is our incredible team of more than 1,700 employees who bring their passion, expertise, and commitment to excellence to work each day. As a Customer Care Representative, you will be the first point of contact for our valued customers, and you will play a critical role in shaping their experience with arenaflex. If you are proactive, solution-oriented, and ready to grow with a company that truly invests in its people, this is the role for you.
Position Overview
We are hiring a Customer Care Representative I to handle a wide variety of inbound customer calls with professionalism, accuracy, and empathy. In this role, you will respond to questions, resolve concerns, and provide essential information while adhering to arenaflex's comprehensive policies and procedures, as well as Pennsylvania Utility Commission (PUC) rules and regulations. As you gain experience and confidence, you will progress to handling more complex inquiries independently with minimal supervision.
This position is ideal for individuals who enjoy working in a fast-paced environment, can think on their feet, and have a genuine desire to make a difference in the lives of customers every day. Whether you are managing gas emergency calls, electric outage reports, new service applications, billing requests, or credit and collections inquiries, you will be empowered with the training, tools, and support you need to succeed.
Compensation, Incentives & Schedule Details
- Starting Pay: $19.00 per hour, with regular opportunities for performance-based increases.
- Trainee Incentive: Up to $500 upon successful completion of the training program, and an additional $500 after three months of independent call-taking success.
- Monthly Performance Bonuses: Once fully trained and independently handling calls, representatives can earn up to $250 per month for achieving or exceeding key scorecard metrics.
- Annual Reviews & Merit Increases: Eligible for annual performance review and merit increase beginning one year from your hire date.
- Promotion Opportunities: Eligible for promotion consideration after two years of demonstrated successful performance and progression.
- Training Schedule: Six weeks of virtual training, Monday through Friday, 8:00 AM – 5:00 PM, followed by three weeks of hybrid post-training support.
- Post-Training Schedule: After the initial training period, flexibility to work various shifts (as determined by the department's shift selection policy) and overtime as needed.
Key Responsibilities
- Handle a high volume of incoming customer calls in a timely, courteous, and professional manner, following arenaflex's established procedures and protocols.
- Provide accurate, clear, and helpful information to customers regarding their accounts, services, billing inquiries, and other requests.
- Respond to a variety of call types, including gas emergencies, electric outages, new service applications, billing questions, and credit and collections matters.
- Maintain a thorough understanding of arenaflex policies and procedures, as well as PUC regulations including Chapter 56 and Chapter 14, to ensure full compliance.
- Demonstrate a strong commitment to first-call resolution, striving to reduce the need for supervisor callbacks or escalations.
- Participate in both mandatory and voluntary training opportunities to continuously develop skills and stay current with industry changes.
- Assist with floor training, mentoring, and shadowing opportunities for new team members when needed.
- Complete special assignments and projects as assigned in a timely and efficient manner.
- Maintain dependable time and attendance records, demonstrating reliability and accountability.
- Participate in mandatory and voluntary overtime opportunities as business needs require.
Essential Qualifications & Skills
- Education: High school diploma or equivalent required.
- Experience: Minimum of one year of customer service experience preferred, though we welcome candidates with strong communication skills and a passion for helping others.
- Communication Skills: Excellent verbal and written communication skills, with proper grammar, tone, and pronunciation.
- Technical Proficiency: Intermediate proficiency in Microsoft Office Suite (Word, Excel, Outlook).
- Multitasking Ability: Strong ability to multitask efficiently while working on a computer and navigating multiple systems simultaneously.
- Organizational Skills: Exceptional organizational and time-management skills with the ability to prioritize tasks effectively.
- Independence: Ability to work independently with minimal supervision while maintaining productivity and quality standards.
- Schedule Flexibility: Willingness to work various shifts after the training period and overtime as needed.
Preferred Qualifications
- Previous experience working in a utility company or related industry.
- Experience with SAP CRM and ECC systems.
- Thorough understanding and adherence to Pennsylvania Utility Commission rules and regulations, including Chapter 56 and Chapter 14.
- Bilingual or multilingual capabilities are a plus.
Hybrid Work Requirements
Upon successful completion of the training program, representatives who wish to remain in a virtual or hybrid work arrangement must meet the following ongoing requirements:
- Demonstrated ability to balance work responsibilities with personal commitments while meeting performance expectations and the company's business needs.
- Maintain an acceptable level of performance based on established metrics and quality standards.
- Understand that virtual or hybrid employment is not a substitute for vacation, PTO, or family care arrangements.
- Comply with all applicable arenaflex policies and procedures while working from home, including data security and confidentiality requirements.
Comprehensive Benefits Package
At arenaflex, we believe in taking care of our employees just as well as we take care of our customers. We offer a comprehensive benefits package designed to support your health, financial well-being, and work-life balance, including:
- Medical, prescription, dental, and vision insurance
- Life insurance and disability plans
- 401(k) matched savings plan to help you build your financial future
- Generous paid vacation and personal time off
- Company stock purchase program
- Wellness programs to support your physical and mental health
- Tuition reimbursement to help you continue your education and career growth
- Paid parental leave for growing families
- Paid volunteer time to give back to the community
- Adoption assistance for those expanding their families
Career Growth & Development Opportunities
arenaflex is deeply committed to the professional growth and development of every team member. As a Customer Care Representative, you will have access to ongoing training, mentorship, and clear pathways for advancement. Many of our current leaders and supervisors began their careers in entry-level customer service roles, and we are proud to promote from within whenever possible. With demonstrated performance and a commitment to excellence, you can grow into roles such as Senior Customer Care Representative, Team Lead, Supervisor, and beyond.
In addition to vertical career progression, you will have the opportunity to develop valuable skills in areas such as conflict resolution, regulatory compliance, technical systems, and customer relationship management — all of which are highly transferable across the energy and utilities industry.
Our Culture & Work Environment
When you join arenaflex, you become part of a diverse, inclusive, and supportive team that values collaboration, innovation, and mutual respect. We foster a culture where every employee feels empowered to share ideas, ask questions, and contribute to our collective success. Our hybrid work model offers the best of both worlds: the flexibility of working from home combined with the connection and collaboration of in-office team engagement.
We are an equal opportunity and affirmative action employer. arenaflex is committed to creating a workplace free from discrimination based on race, color, sex, national origin, disability, age, gender identity, veteran status, or any other legally protected class. We believe that a diverse workforce strengthens our company and better serves our customers and communities.
Pre-Employment Requirements
Successful applicants will be required to pass a pre-employment drug screen as a condition of employment. As a federal contractor engaged in safety-sensitive work, arenaflex cannot permit employees in certain positions to use medical marijuana, even if prescribed by an authorized physician. Similarly, applicants for such positions who are actively using medical marijuana may be denied hire on that basis.
How to Apply
If you are ready to take the next step in your career and join a company that values your contributions, invests in your growth, and provides a supportive and rewarding work environment, we encourage you to apply today. This is your opportunity to build a meaningful career with arenaflex while making a real difference in the lives of customers across Pennsylvania and Maryland. Don't wait — our team is hiring now, and we would love to hear from you.