Customer Experience Champion II – Driving Customer Satisfaction and Loyalty at arenaflex

Are you a customer experience enthusiast looking for a challenging and rewarding role where you can make a real impact? Do you thrive in a fast-paced environment where no two days are the same? Look no further than arenaflex, a leading provider of innovative solutions and services that empower people to live, work, and play. At arenaflex, we're passionate about delivering exceptional customer experiences that exceed our customers' expectations. As a Customer Experience Champion II, you'll play a critical role in driving customer satisfaction and loyalty by resolving customer needs through first-contact resolution and enhancing customer experiences with an emphasis on discovery, efficiency, and quality.

About arenaflex

arenaflex is a global leader in the provision of training, technology, and communications services that transform the way we connect across the globe. We're a diverse network of people driven by our shared ambition to shape a better future. Our culture is built on the principles of innovation, creativity, and impact, and we're committed to empowering our employees to learn, grow, and thrive in a rapidly changing world.

What You'll Be Doing

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

• Handling and resolving customer concerns, while educating customers with varying complexity levels of device-related inquiries
• Turning every contact into a sell or save opportunity with a premium experience so customers will want to stay loyal to arenaflex
• Embracing the Service Plus mindset by resolving customer concerns and future concerns
• Providing an exceptional experience through discovery and targeted recommendations while leveraging customer-specific insights
• Navigating systems and using tools and resources to be self-sufficient and effectively provide billing explanations for the customers in your queue
• Serving as a brand ambassador and advocate for customers newly joined to arenaflex, throughout every contact and highlighting all that arenaflex has to offer through our products and services
• Practicing an acceptable level of Business Acumen that encompasses the best interest of the Company, Customer, and fellow employees
• After issues have been resolved, identifying plans and services that would suit customer needs in order to prevent future contacts
• Promoting and providing solutions about arenaflex products, including phone, home internet, and other services on each call, with the ability to meet and exceed monthly sales targets

Where You'll Be Working

You'll work from home in this remote role, with occasional in-person training and meetings. You'll be based in Irving, TX, and will be required to attend training and periodic meetings at our hub location. You'll need to be within a reasonable commute to the hub location, which is located at 600 Hidden Ridge, Irving, TX.

What We're Looking For

To be successful in this role, you'll need:

• A 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 goals
• Willingness to work a rotating schedule (shifts) including nights, weekends, and holidays based on the needs of the business
• The ability to work an assigned shift schedule, including static start, stop, breaks, and meal times, for up to or greater than 6 months at a time based on business needs
• Meet all home office requirements, including a private work space, minimum internet speed, and desk for the required equipment provided

Even Better If You Have

* A degree

• Experience with Google's G-Suite (e.g., Docs, Sheets) and Microsoft Office Suite (Word, Excel)
• Experience troubleshooting hardware, software, applications, network, and device issues
• Experience promoting and upselling products or services
• Based on the required in-person training and periodic center collaborations of this role, candidates should live in Texas 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 Texas 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.

How to Apply

If arenaflex and this role sound like a fit for you, we encourage you to apply even if you don't meet every "even better" qualification listed above. Click the link below to apply: Apply Job! Apply for this job