Temporary Utility Account Representative Trainee – Customer Care Division (Short-Term Assignment)

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Join arenaflex: Where Community Connection Meets Career Growth

Are you ready to make a meaningful impact in your community while building a rewarding career? Do you thrive in dynamic, fast-paced environments where every interaction counts? If you're passionate about customer service and want to be part of an organization that truly cares about its residents, we invite you to apply for an exciting opportunity as a Temporary Utility Account Representative Trainee at arenaflex.

At arenaflex, we believe that utility services are the backbone of thriving communities. Every day, our team members help ensure that families have clean water, neighborhoods remain clean and safe, and businesses have the resources they need to succeed. As a Utility Account Representative Trainee, you'll be at the forefront of this mission, serving as the friendly voice and helpful resource that residents and businesses rely on when they have questions about their utility services.

This is a short-term temporary position with a duration of up to 11 months, offering you valuable experience in a professional municipal setting. It's an excellent opportunity to gain hands-on experience in customer service, billing operations, and public utility administration—all while contributing to essential services that improve quality of life in our community.

About arenaflex

arenaflex is more than just a utility company—we're a community-centered organization dedicated to delivering vital services that Seattle residents and businesses depend on every day. Our comprehensive services include drinking water delivery, drainage and wastewater management, garbage, recycling, and composting services. We also provide drinking water to approximately 1.5 million customers throughout the greater region, making us an essential part of community infrastructure.

Our mission extends beyond simply delivering services. We're committed to affordable and equitable stewardship of water and waste resources for future generations. With over 1,400 dedicated employees, we work collaboratively with our community to maintain and improve systems, keep our neighborhoods clean, and ensure that essential services remain accessible to all.

At arenaflex, we take pride in our commitment to diversity, inclusion, and equity. We value diverse life experiences and strive to create a workplace where everyone feels welcomed and respected. Our leadership actively takes steps to dismantle systemic racism and increase service equity across all our operations. We believe that diverse perspectives strengthen our organization and enable us to serve our community more effectively.

Position Overview: Temporary Utility Account Representative Trainee

We're currently seeking multiple motivated individuals to join our Customer Care Division as Temporary Utility Account Representative Trainees. In this role, you'll become an integral part of our Joint Utility Contact Center, serving as the first point of contact for customers seeking assistance with their utility accounts. You'll play a vital role in answering questions, resolving concerns, and providing exceptional service that reflects arenaflex's commitment to community care.

Our contact center handles inquiries related to water, sewer, drainage, solid waste, and electric services. As such, you'll develop a comprehensive understanding of multiple utility domains while honing your customer service skills. This position offers an excellent foundation for a career in public utility administration or customer relations within a mission-driven organization.

Training and Development

We invest in your success from day one. During the initial 8-week training period, you'll work a structured schedule from 8:00 AM to 5:00 PM in our office, receiving comprehensive instruction on our systems, processes, and customer service best practices. This immersive training ensures you have the knowledge and confidence to assist customers effectively.

Following the training period, you'll transition to the Contact Center floor, where you'll continue to develop your skills while handling real customer interactions. Once you consistently meet performance expectations and achieve your KPI goals for three consecutive months, you may become eligible to work remotely. Remote work requires living within three hours of the work location, maintaining dependable high-speed internet, and having a suitable home office environment where you can consistently meet job expectations.

Key Responsibilities

As a Utility Account Representative Trainee, your primary responsibilities will include:

• Customer Inquiry Response: Receive and professionally respond to service and billing inquiries from residential and commercial utility customers via telephone, in-person visits, and written correspondence. Your goal is to resolve questions with minimum customer effort while maintaining satisfaction.


• Multi-Service Expertise: Develop working knowledge of water, sewer, drainage, solid waste, and electric services to accurately address customer questions across all utility domains.


• Account Research and Analysis: Research and analyze account information using our utility billing systems to provide accurate answers and resolve customer concerns effectively.


• Record Management: Create and update customer account records with precision, documenting all interactions and relevant information in the utility billing system.


• Debt Resolution Support: Assist customers in resolving delinquent accounts and establishing payment plans when applicable, helping them maintain essential services.


• Community Resource Navigation: Provide income-eligible customers with information about rate discount and payment assistance programs designed to help reduce utility costs and promote affordability.


• High-Volume Call Handling: Accurately and effectively manage a high volume of customer calls throughout the workday, maintaining quality service under pressure.


• Documentation: Maintain thorough and accurate records of all customer interactions, ensuring data integrity and enabling continuity of service.

Please note that this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee. Duties, responsibilities, and activities may change at any time with or without notice.

Work Schedule and Expectations

Successful candidates must be prepared to work an 8-hour shift ranging between 7:25 AM and 6:10 PM. Strict attendance is required, especially during the first three months of training, as consistency and reliability are essential for success in this role.

Adherence to a rigid schedule—including start times, stop times, and breaks—is essential. The nature of customer service work requires punctuality and dependable attendance to ensure our customers receive timely assistance.

Occasional overtime and weekend work may be required in emergency situations, such as unscheduled power outages, scheduled training sessions, or dedicated assignments. Flexibility and a willingness to support the team during peak periods are important qualities for success in this position.

Qualifications

Experience Requirements

Minimum Qualification: One (1) year of customer service or contact center experience, and/or experience in a billing process. We welcome combinations of appropriate education, training, certification, and experience, which will be evaluated on an individual basis for comparability.

Work Environment

Our Contact Center offers an energetic atmosphere with elevated noise levels due to the nature of the work. We foster a fun, team-oriented environment that relies on individual excellence with a focus on high-volume customer service. You'll spend long periods of time working at a computer screen, with repetitive head and hand movements for headset, keyboard, and mouse usage. The workplace allows for sitting, standing, and activity within commonly performed tasks.

We value candidates who can thrive in this dynamic environment and maintain composure while delivering exceptional customer experiences.

Skills and Competencies

To excel as a Utility Account Representative Trainee, you should possess:

• Excellent Communication Skills: Strong verbal and written communication abilities, with the capacity to explain complex information clearly and professionally.


• Customer Service Orientation: A genuine desire to help customers and resolve their issues satisfactorily.


• Problem-Solving Abilities: Strong analytical skills to research account information and develop appropriate solutions.


• Tech Proficiency: Comfortable learning new software systems and navigating multiple databases simultaneously.


• Adaptability: Ability to handle changing priorities and manage high-volume workloads effectively.


• Team Player: Willingness to collaborate with colleagues and support team goals.


• Attention to Detail: Precision in documentation and data entry to maintain accurate customer records.


• Empathy and Patience: Ability to remain calm and professional when dealing with frustrated or upset customers.

Compensation and Benefits

We recognize the value our team members bring to our organization, and we offer competitive compensation reflecting this commitment.

Hourly Rate: The full salary range for this position is $30.67 per hour to $31.95 per hour. Temporary employees begin at Step 1 of the pay progression, at $30.67 per hour.

Premium Pay: Temporary employees receive premium pay in lieu of healthcare or paid leave benefits, acknowledging the unique nature of short-term assignments.

While these assignments are initially ineligible for traditional health care or paid leave benefits, temporary work with arenaflex provides an excellent opportunity to gain experience in a City office environment. Many of our temporary employees have gone on to find permanent opportunities within the organization or elsewhere in public service.

Career Growth Opportunities

At arenaflex, we believe in investing in our employees' futures. This temporary position offers more than just a paycheck—it's a pathway to potential long-term career opportunities within our organization.

Throughout your assignment, you'll develop marketable skills in customer service, utility billing, public administration, and communication. These skills are valuable across many industries and can serve as a foundation for various career paths.

While temporary assignments with arenaflex cannot automatically be converted to regular positions, exceptional performers may be considered for future openings. We actively promote from within when possible, and many of our permanent team members started in temporary or entry-level roles.

Additionally, the experience you'll gain working in a contact center environment, handling high-volume customer interactions, and learning complex utility systems will significantly enhance your resume and professional profile.

Our Culture and Values

arenaflex is committed to creating an inclusive, welcoming workplace for all employees. We actively take steps to be inclusive and equitable in our recruiting, hiring, and promotional opportunities. We value diverse perspectives and life experiences, believing that this diversity strengthens our organization and improves our service to the community.

Our work is guided by core values that include race and social justice, equity, and community partnership. We actively work to dismantle systemic barriers and ensure that our services are accessible to all residents, regardless of background or circumstance.

We encourage people of all backgrounds to apply, including people of color, immigrants, refugees, women, LGBTQ individuals, people with disabilities, veterans, and those with diverse life experience. If you're passionate about public service and want to contribute to a team that makes a real difference in people's lives, we'd love to hear from you.

Application Process

To be considered for this position, please complete the online application and attach both a resume and cover letter. Your cover letter should address how your knowledge, skills, and experience(s) relate to this position, highlighting any relevant customer service or billing experience you possess.

Important: This hiring process involves a background check of conviction and arrest records in compliance with fair chance employment practices. Applicants will be provided with an opportunity to explain or correct background information before any employment decision is made.

Workplace Environment and Flexibility

This position allows for the flexibility of a hybrid work schedule. Once you've completed training and consistently met your KPI goals for three consecutive months, you may be eligible to work remotely up to two days per week. Individual schedules will be agreed upon by the employee and their supervisor.

To work remotely, employees must live within three hours from the work location and maintain dependable high-speed internet and a suitable work environment where they can consistently meet job expectations.

Who May Apply

arenaflex encourages people of all backgrounds to apply, including people of color, immigrants, refugees, women, LGBTQ individuals, people with disabilities, veterans, and those with diverse life experience. This position is open to all qualified candidates who meet the minimum qualifications.

We value diverse perspectives and life experiences. Applicants will be considered regardless of race, color, creed, national origin, ancestry, sex, marital status, disability, religious or political affiliation, age, sexual orientation, or gender identity.

Ready to Make a Difference?

If you're looking for a meaningful opportunity to serve your community, develop valuable skills, and join a team that values people as much as service, we encourage you to apply for the Temporary Utility Account Representative Trainee position at arenaflex.

Together, we can continue building a stronger, more equitable community—one customer interaction at a time. We look forward to welcoming talented, motivated individuals who are ready to contribute to our mission and grow with our organization.

Apply today and take the first step toward an exciting career in public service!