Customer Service Loyalty Champion II – Empowering Customer Loyalty and Driving Business Growth at arenaflex

Job Summary:

Are you a customer service professional with a passion for delivering exceptional experiences and driving business growth? Do you thrive in a dynamic, fast-paced environment where no two days are the same? If so, we invite you to join arenaflex as a Customer Service Loyalty Champion II, where you'll play a critical role in resolving customer needs, preventing churn, and promoting loyalty to our valued customers.

About arenaflex:

arenaflex is a leading provider of innovative communication and technology solutions that empower people to live, work, and play. Our mission is to power and empower our customers by connecting them to what brings them joy. We're a community of passionate individuals who anticipate, lead, and believe that listening is where learning begins. At arenaflex, we're committed to building trust and lifting our communities through our actions and behaviors.

Job Responsibilities:

As a Customer Service Loyalty Champion II, you'll be responsible for:

• Handling and resolving escalated customer concerns with varying levels of complexity
• Turning every contact into a sale or save opportunity with a premium experience to keep customers loyal to arenaflex
• Embracing the Service Plus mindset by resolving customer concerns and future concerns
• Growing the business by completing a full end-to-end account analysis
• Executing targeted loyalty and retention strategies for high-value and at-risk customers
• Providing an exceptional experience by listening for bells of churn during conversations while leveraging historical reports
• Navigating systems and utilizing available tools and resources to be self-sufficient and effectively provide all applicable offers available for customers in your queue
• Serving as a brand ambassador and advocate for customers throughout every contact and highlighting all that arenaflex has to offer through our products and services
• Applying business acumen to make informed decisions that balance customer satisfaction with cost-effectiveness
• After resolving issues, identifying plans, products, and services that would suit customer needs to prevent future contacts

Work Environment:

You'll work from home in this remote role, with occasional in-person training and meetings. You'll be required to attend some in-person training and onsite call-taking during initial training/transition, followed by periodic in-person meetings and events throughout the year. The location is Temple Terrace, FL (7701 Telecom Pkwy).

Requirements:

To be eligible for this position, you must:

• Have a Bachelor's Degree or one or more years of customer service experience
• Have one or more years of sales experience
• Have experience resolving complex customer issues (including escalations), billing, and/or handling product Q&A
• Have a strong sales acumen with a track record of meeting or exceeding revenue and retention goals
• Be willing to work a rotating schedule (shifts), including nights, weekends, and holidays, based on the needs of the business
• Meet all home office requirements, including a private workspace, minimum internet speed, and a desk for the required equipment provided

Preferred Qualifications:

* 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)
• 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 proud to be an equal opportunity employer and celebrates our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. We're committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected, and empowered to reach their potential and contribute their best.

How to Apply:

If you're a motivated and customer-focused individual who is passionate about delivering exceptional experiences and driving business growth, we encourage you to apply for this exciting opportunity. Please visit our website to learn more and submit your application.

Scheduled Weekly Hours:

40 hours per week

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