Customer Service Representative II – Energy Advisory, Bilingual Support, Emergency Restoration Specialist

About arenaflex – Powering Communities and Shaping the Future of Energy

arenaflex is the leading energy delivery organization in New England, serving over 4 million electric and natural gas customers across Connecticut, Massachusetts, and New Hampshire. Our mission is to provide reliable, safe, and sustainable energy while fostering strong ties with the communities we serve. With a workforce of more than 9,000 dedicated, diverse, and engaged professionals, arenaflex is committed to innovation, environmental stewardship, and the well‑being of every employee.

Joining arenaflex means becoming part of a forward‑thinking company that values collaboration, continuous learning, and a culture of excellence. Whether you are just starting your career or looking to deepen your expertise, arenaflex offers a dynamic environment where your contributions directly impact the lives of millions of customers.

Position Overview – Customer Service Representative II

As a Customer Service Representative II at arenaflex, you will be the frontline ambassador for our customers, handling inbound inquiries, providing expert guidance, and delivering solutions that enhance the overall customer experience. This role sits at the intersection of energy expertise, problem‑solving, and compassionate communication. You will work both independently and as part of a high‑performing team, ensuring that every interaction reflects arenaflex’s commitment to quality, safety, and reliability.

Key Responsibilities

• Answer inbound calls, emails, and chat messages from residential and commercial customers across the arenaflex service territory.
• Listen attentively to customer concerns, diagnose issues, and provide accurate, timely resolutions that align with arenaflex policies and regulatory requirements.
• Serve as an energy adviser, offering information on billing, service interruptions, outage restoration, energy‑efficiency programs, and new service offerings.
• Escalate complex technical or safety‑related matters to the appropriate specialist while maintaining ownership of the case until resolution.
• Document all interactions in arenaflex’s CRM system with precision, ensuring data integrity for future reference and reporting.
• Participate in scheduled emergency restoration assignments, responding to power outages, severe weather events, and other critical incidents.
• Travel between Massachusetts, Connecticut, and New Hampshire as needed to support regional call‑center operations or on‑site customer assistance.
• Maintain on‑call availability and be prepared to work extended hours, including mandatory overtime during peak demand periods or emergency situations.
• Contribute to continuous‑improvement initiatives by sharing feedback, suggesting process enhancements, and participating in training sessions.
• Uphold arenasflex’s safety standards, including compliance with PHMSA drug‑testing protocols and other regulatory requirements.

Essential Qualifications

• High school diploma or equivalent (GED) required.
• Minimum of 1 year of experience in a customer‑facing role, such as retail, call‑center, hospitality, or related fields.
• Demonstrated ability to communicate clearly, empathetically, and professionally with a diverse customer base.
• Basic proficiency with computer applications (Microsoft Office, web browsers) and comfort navigating new software platforms.
• Eligibility to pass pre‑employment skills testing, background check, and drug screening in accordance with PHMSA regulations.
• Flexibility to work rotating shifts, holidays, and overtime as operational needs dictate.
• Willingness to travel within the arenaflex service territory and to be on‑call for emergency restoration duties.
• Ability to speak Spanish is a strong plus, enhancing service to our bilingual customers.

Preferred Qualifications & Additional Assets

• Associate’s or Bachelor’s degree in Business, Communications, Energy Management, or a related discipline.
• Previous experience in the utility or energy sector, especially with outage management or billing inquiries.
• Familiarity with regulatory compliance standards (e.g., PHMSA, NERC) and safety‑sensitive workplace protocols.
• Certification in conflict resolution, customer experience (CX), or related fields.
• Proficiency with CRM platforms, ticketing systems, and data entry tools.
• Demonstrated ability to work effectively in a fast‑paced, high‑volume environment while maintaining accuracy.

Core Skills & Competencies

• Communication Excellence: Clear verbal and written skills, active listening, and the ability to convey complex information in simple terms.
• Problem‑Solving Acumen: Quick identification of root causes, creative solution generation, and decisive action.
• Emotional Intelligence: Sensitivity to customer emotions, patience during high‑stress situations, and a calm demeanor.
• Team Collaboration: Willingness to share knowledge, support peers, and contribute to a positive team culture.
• Technical Literacy: Comfort with digital tools, ability to learn new systems rapidly, and basic troubleshooting skills.
• Safety Mindset: Commitment to adhering to safety protocols, recognizing hazards, and promoting a safe work environment.
• Adaptability: Flexibility to adjust to shifting priorities, schedule changes, and evolving industry trends.

Career Growth & Development Opportunities

arenaflex invests heavily in employee development. As a Customer Service Representative II, you will have access to:

• Comprehensive onboarding and continuous training programs that cover energy fundamentals, regulatory compliance, and advanced customer‑service techniques.
• Mentorship from seasoned energy professionals and leadership pathways that can lead to senior advisory, supervisory, or specialist roles.
• Tuition reimbursement and education assistance for courses related to energy management, business administration, or technical certifications.
• Opportunities to cross‑train in skilled trades, corporate support functions, or technical departments, expanding your skill set and career options.
• Participation in internal talent mobility programs, allowing you to explore roles in different geographic locations or business units.

Work Environment & Culture at arenaflex

Our contact centers are designed to foster collaboration, innovation, and employee well‑being. Key cultural highlights include:

• Inclusive Community: A diverse workforce where every voice is heard and respected.
• Safety‑First Philosophy: Robust safety training, regular drills, and a zero‑tolerance approach to unsafe practices.
• Recognition Programs: Quarterly awards, peer‑to‑peer recognition, and performance‑based incentives that celebrate outstanding service.
• Flexible Work Options: Performance‑based work‑from‑home opportunities for eligible employees in Windsor, CT, and Manchester, NH, while maintaining a strong connection to the arenaflex mission.
• Community Engagement: Volunteer initiatives, charitable events, and partnerships with local organizations that encourage giving back.

Compensation, Perks & Benefits

arenaflex offers a competitive total rewards package designed to attract and retain top talent:

• Starting hourly wage of $23.46, with overtime eligibility and an annual performance‑based bonus.
• Comprehensive medical, dental, and vision coverage for you and eligible dependents.
• Retirement savings plans with company matching contributions.
• Life insurance, short‑ and long‑term disability coverage, and a robust employee assistance program.
• Paid time off, holidays, and flexible scheduling to support work‑life balance.
• Education reimbursement, tuition assistance, and access to industry‑specific training resources.
• Employee discount programs, wellness initiatives, and on‑site amenities where applicable.
• Opportunities to earn additional compensation through overtime during emergency restoration and severe weather events.

Application Process & Next Steps

If you are passionate about delivering exceptional service, thrive in a fast‑moving environment, and are eager to contribute to a company that powers millions of homes and businesses, we want to hear from you. To apply, click the link below, submit your resume, and complete the short questionnaire. Our recruiting team will review your application and reach out to schedule an interview.

Apply Now – Join arenaflex Today!

Why arenaflex?

At arenaflex, you are not just filling a role—you are becoming part of a legacy of reliability, innovation, and community service. Our employees enjoy a supportive environment, clear pathways for advancement, and the satisfaction of knowing their work directly impacts the safety and comfort of millions of customers. Take the next step in your career and help us build a brighter, more resilient energy future.

Equal Opportunity Employer Statement

arenaflex is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to age, race, color, sex, sexual orientation, gender identity, national origin, religion, disability status, or protected veteran status.