Experienced Customer Service Loyalty Champion II – Driving Customer Retention and Growth at arenaflex

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 delivering exceptional customer experiences, driving loyalty, and growing our business. If you're a customer-centric professional with a passion for sales, retention, and innovation, we want to hear from you!

About arenaflex

arenaflex is a leading provider of innovative communication solutions, powering and empowering people's lives through our cutting-edge technology and services. Our V Team is a community of like-minded individuals who share a common goal: to anticipate, lead, and believe in the power of listening and learning. We're a dynamic and inclusive organization that values diversity, creativity, and impact. Join us, and you'll become part of a community that's shaping the future of communication and beyond!

What You'll Be Doing

As a Customer Service Loyalty Champion II, you'll be responsible for delivering exceptional customer experiences, driving loyalty, and growing our business. Your key responsibilities will include:

• Handling and resolving escalated customer concerns with varying levels of complexity, ensuring a premium experience that keeps customers loyal to arenaflex.
• Turning every contact into a sale or save opportunity, leveraging proactive measures to prevent churn and drive business growth.
• Embracing the Service Plus mindset, resolving customer concerns and future concerns, and growing the business through end-to-end account analysis.
• Executing targeted loyalty and retention strategies for high-value and at-risk customers, leveraging historical reports and listening for bells of churn during conversations.
• Providing an exceptional experience by navigating systems, utilizing available tools and resources, and offering applicable offers to customers in your queue.
• Serving as a brand ambassador and advocate for customers, 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, identifying plans, products, and services that suit customer needs to prevent future contacts.

Where You'll Be Working

As a remote role, you'll work from home with occasional in-person trainings and meetings. You'll be required to work from a dedicated, quiet, and private workspace, with a minimum internet speed of 25mbps and a direct connection to a cable or fiber modem. arenaflex will conduct periodic home audits via webcam to ensure your workspace meets requirements.

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, with a strong sales acumen and a track record of meeting or exceeding revenue and retention goals.
• Experience resolving complex customer issues, including escalations, billing, and/or handling product Q&A.
• A willingness to work a rotating schedule, 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 in a relevant field, such as business, marketing, or communications.

• Experience troubleshooting customer 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.

Benefits and Compensation

arenaflex offers a comprehensive benefits package designed to help you move forward in your career and in areas of your life outside of work. Our benefits include:

• Health and wellness benefit options, including medical, dental, vision, short and long-term disability, basic life insurance, supplemental life insurance, AD&D insurance, identity theft protection, pet insurance, and group home & auto insurance.
• A matched 401(k) savings plan.
• Stock incentive programs.
• Up to 8 company-paid holidays per year and up to 6 personal days per year.
• Parental leave.
• Adoption assistance.
• Tuition assistance.
• Other incentives, including premium pay, shift differential, holiday pay, allowances, and more.

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 you're a customer-centric professional with a passion for sales, retention, and innovation, we want to hear from you! Apply now to join our team and become a part of a community that's shaping the future of communication and beyond! Apply to this Job Apply for this job