At arenaflex, we're passionate about empowering our customers to live, work, and play to their fullest potential. As a Customer Service Loyalty Champion II, you'll play a vital role in driving customer retention and growth by delivering exceptional experiences that exceed our customers' expectations. If you're a customer-centric professional with a passion for sales, retention, and loyalty, we want to hear from you!
**About arenaflex**
arenaflex is a leading provider of innovative communication and technology solutions that power and empower how people live, work, and play. Our V Team is a community of people who anticipate, lead, and believe that listening is where learning begins. We're committed to building trust in how we show up, everywhere and always, and we're looking for talented individuals like you to join our team.
**What You'll Be Doing**
As a Customer Service Loyalty Champion II, you'll be responsible for resolving customer needs and preventing churn, emphasizing proactive measures in your day-to-day activities. You'll handle and resolve escalated customer concerns that have varying levels of complexity, turning every contact into a sale or save opportunity with a premium experience so customers will stay loyal to arenaflex. You'll also:
* Embrace the Service Plus mindset by resolving customer concerns and future concerns
* Grow the business by completing a full end-to-end account analysis
* Execute targeted loyalty and retention strategies for high-value and at-risk customers
* Provide an exceptional experience by listening for bells of churn during conversations while leveraging historical reports
* Navigate systems and utilize available tools and resources to be self-sufficient and effectively provide all applicable offers available for the customers in your queue
* Serve as a brand ambassador and advocate for your customers throughout every contact and highlighting all that arenaflex has to offer through our products and services
* Apply business acumen to make informed decisions that balance customer satisfaction with cost-effectiveness
* Identify plans, products, and services that would suit customer needs to prevent future contacts
**Where You'll Be Working**
You'll work from home in this remote role, with occasional in-person training and meetings. To be eligible for this position, you must be within a reasonable commute to the hub location in Florida. Onsite presence is required for the training period and during employment for periodic collaboration based on business needs (e.g., occasional in-person meetings and events throughout the year).
**What We're Looking For**
* Bachelor's Degree or one or more years of customer service experience
* One or more years of sales experience
* Experience resolving complex customer issues (including escalations), billing, and/or handling product Q&A
* A strong sales acumen with a track record of meeting or exceeding revenue and retention goals
* Willingness to work a rotating schedule (shifts), including nights, weekends, and holidays, based on the needs of the business
* You must meet all home office requirements, including a private workspace, minimum internet speed, and a desk for the required equipment provided
**Even Better If You Have**
* A degree
* Experience troubleshooting customer's products and services and working knowledge of our network to position network solutions
* Experience promoting and upselling products or services
* One or more years of Retention experience
* Based on the required in-person training and periodic center collaborations of this role, candidates should live in Florida within a 75-mile radius of our listed hub location
**Home Office Requirements**
* You'll work from home in this remote role, with occasional in-person meetings and training.
* The home office must be located within the state of Florida and within a reasonable commute to the hub location specified on this job posting to attend training and periodic meetings as indicated by the business.
* Internet service with a direct connection to a cable or fiber modem capable of at least 25mbps (per your service plan; a monetary stipend may be provided to you).
* Wireless connections, satellite or DSL, are not acceptable.
* A dedicated, quiet, and private workspace.
* arenaflex conducts periodic home audits via webcam to ensure your workspace meets requirements.
* Ability to self-manage in a remote work environment, including setting up company-provided computer equipment and ongoing proactive, skilled, and effective management of your home network and connections.
**Equal Employment Opportunity**
arenaflex is an equal opportunity employer. We evaluate qualified applicants without regard to veteran status, disability or other legally protected characteristics.
**Expected Salary**
* Competitive salary and benefits package
**Location**
* Temple Terrace, FL
**How to Apply**
If you're a motivated and customer-focused professional who is passionate about driving customer retention and growth, we encourage you to apply for this exciting opportunity to join the arenaflex team!