Remote Customer Care Representative – Billing, Collections & Account Support Specialist (Work From Home near Bristol, VA)
Join arenaflex: Where Customer Connections Drive Community Success
Are you a service-minded professional who thrives on solving problems, building trust, and delivering excellence with every phone call, email, and chat interaction? arenaflex is seeking a dedicated, detail-oriented Remote Customer Care Representative to join our award-winning Customer Care team. This is a full-time, work-from-home position based within approximately one hour of our Bristol, Virginia office, giving you the flexibility of remote work combined with the support of a close-knit regional team.
At arenaflex, we believe that every customer interaction is an opportunity to make a lasting impression. We are a forward-thinking broadband and connectivity provider committed to delivering high-quality internet, wireless, and digital services to homes and businesses across our communities. As we continue to grow, we are looking for talented individuals who share our passion for outstanding service, continuous improvement, and building meaningful customer relationships. If you are ready to launch or grow your career in a supportive, mission-driven environment, we want to hear from you.
Position Summary
The Remote Customer Care Representative reports directly to the Manager of Customer Care and plays a vital role in ensuring every customer experience is seamless, professional, and positive. In this role, you will learn and develop the comprehensive skills needed to serve our customers and our community with excellence. Your day-to-day responsibilities will include confirming appointments, following up to ensure outstanding service delivery, and setting customers up for long-term success with their billing and online customer portal. This position is full-time and offers a structured pathway for career growth within a thriving organization.
Key Responsibilities
- Customer Billing Guidance: Guide customers through billing changes during service acquisitions or transitions. Carefully review account information, service plans, pricing structures, installation fees, and equipment requirements to ensure complete accuracy.
- Issue Resolution: Resolve billing issues quickly and efficiently through phone calls, email, and live chat interactions, ensuring each customer feels heard and valued.
- Billing Cycle Education: Walk customers through our billing cycle, autopay setup, paperless billing options, customer portal features, and assist with processing their first payment with confidence.
- Collections Support: Proactively reach out to customers with outstanding balances to collect overdue payments while maintaining a courteous, respectful, and professional tone. Update account notes to document all collection efforts.
- Professional Collections Processing: Handle all collections-related processes in a manner that reflects arenaflex's commitment to integrity, empathy, and professionalism.
- Install Ticket Management: Complete install tickets in the morning and throughout the day to ensure billing accuracy, proper inventory management, and smooth service activation.
- New Account Setup and Service Changes: Set up new customers, answer their questions, and process changes to existing customer billing or service plans with precision and care.
- Software and Systems Utilization: Work consistently in Microsoft Excel, SONAR, and project management software/databases to track work, update records, and manage customer accounts effectively.
- Construction Drawing Review: Review construction drawings within SONAR to support accurate new account setup and service provisioning.
- Cross-Functional Collaboration: Work alongside peers, team leaders, and other departments to share ideas, learn from one another, and deliver exceptional customer service while resolving complex issues.
What We Are Looking For
Essential Qualifications
- Education: High school diploma or GED equivalent required.
- Technical Knowledge: Above-average understanding of internet, broadband, and/or wireless technology, with the ability to explain technical concepts in customer-friendly language.
- Analytical Skills: Strong analytical abilities with the capacity to read carefully, follow detailed instructions, communicate clearly, and document all interactions accurately.
- Adaptability and Growth Mindset: Willingness to learn new processes and skills, grow knowledgeable about internal systems, and develop proficiency in arenaflex's company values, organizational standards, and core competencies.
- Physical Requirements: Ability to remain in a stationary position for 8–10 hours per day while maintaining focus and productivity.
- Schedule Flexibility: Willingness to work occasional nights, weekends, and holidays as business needs require.
- Team-Oriented Attitude: A collaborative spirit and commitment to supporting peers, leaders, and the broader organization in achieving shared goals.
Preferred Competencies and Attributes
- Prior experience in customer service, call centers, billing, or collections roles.
- Familiarity with CRM platforms, SONAR, or similar account management systems.
- Comfort working in a fast-paced, metrics-driven environment.
- Exceptional verbal and written communication skills.
- Empathy, patience, and a solutions-focused mindset.
- Strong organizational skills and attention to detail.
Why Join arenaflex?
A Culture Built on People and Purpose
At arenaflex, we know that our people are our greatest strength. We foster a culture rooted in respect, collaboration, innovation, and accountability. When you join our team, you become part of a community that values your ideas, invests in your development, and celebrates your contributions. Whether you are answering your first call of the day or mentoring a new colleague, your work directly impacts the lives of customers and the success of our mission.
Comprehensive Benefits Package
We are proud to offer a robust benefits package designed to support your health, financial well-being, and work-life balance, including:
- Medical Insurance: Three medical plans to choose from, allowing you to select the coverage that best fits your needs.
- Dental and Vision Coverage: Comprehensive dental and vision insurance options.
- Short-Term Disability: Income protection when you need it most.
- Flexible Spending Accounts (FSAs): Tax-advantaged accounts for healthcare and dependent care expenses.
- Life Insurance: Company-paid life insurance, plus voluntary life insurance options for added peace of mind.
- 401(k) Retirement Plan: Generous company match to help you build a secure financial future.
- Paid Time Off (PTO): Generous PTO allowance to recharge and spend time with loved ones.
- Share the Care Paid Time Off: Additional paid time off to care for family members when they need you most.
- Paid Holidays: Enjoy paid holidays throughout the year.
- Uniform and Boot Allowance: Applicable by position.
- Cell Phone Allowance: Applicable by position.
- Discounted Broadband Services: Where applicable, enjoy arenaflex services at a discounted rate.
Career Growth and Development
At arenaflex, career progression is more than a possibility — it is a promise. We believe in promoting from within, providing ongoing training, and equipping our team members with the tools they need to succeed at every stage of their professional journey. Whether you aspire to become a team leader, subject matter expert, or move into another area of the organization, arenaflex offers clear pathways for advancement. From day one, you will have access to mentorship, learning resources, and leadership opportunities designed to help you thrive.
Work Environment
This position is remote, giving you the flexibility and comfort of working from home while remaining connected to a supportive team. You must reside within approximately one hour of our Bristol, Virginia office for occasional on-site meetings, training sessions, and team-building events. We provide the technology and resources you need to succeed in a home-based environment, along with a collaborative virtual culture that keeps you engaged and connected.
Equal Employment Opportunity
arenaflex is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by federal, state, or local law. For further information, please refer to the EEO is the Law Poster issued by the U.S. Equal Employment Opportunity Commission.
Take the Next Step in Your Career
If you are a motivated, customer-focused professional who is ready to make a difference, we encourage you to apply today. Join arenaflex and become part of a team that is shaping the future of broadband and customer service excellence. Bring your skills, your enthusiasm, and your commitment to outstanding service — and we will provide the training, support, and opportunities to help you succeed.