Experienced Full Stack Retention and Customer Service Representative – Remote Opportunity with arenaflex

At arenaflex, we're not just a company – we're a family united by a shared goal: to help save lives for a living. As the #1 smart home security provider in the U.S., we've been protecting and connecting families, businesses, and larger commercial customers every day since 1874. Our continuous innovation, advanced technology, and strategic partnerships deliver products and services that help protect life and valuables, whether at home, your business, or on the go. We're always evolving, and our mission remains clear: we help save lives for a living. If you're looking for a career where you can make a real impact, join our team today and put purpose behind your paycheck. As an Experienced Full Stack Retention and Customer Service Representative, you'll play a key role in the growth of our organization by serving as an expert problem solver in a retention and sales capacity.

Job Summary:

In this dynamic and collaborative environment, you'll work closely with customers and coworkers to provide an award-winning customer experience that increases brand loyalty and retains customers for the long term. As a Retention Specialist, your number one goal is to save the business by re-selling customers on the value of arenaflex and what matters most. You'll handle a high volume of incoming calls from customers requesting to cancel and act as an expert by proactively identifying opportunities and recommending long-term solutions to keep a customer's business.

Responsibilities:

* Work in a dynamic, collaborative environment, working closely with customers and coworkers to provide an award-winning customer experience

• Utilize customer service and sales experience daily to save the business by re-selling customers on the value of arenaflex and what matters most
• Save customers from cancellation by persuading and upselling them on the value of arenaflex and its services
• Appropriately handle back-to-back calls with care, empathy, compassion, overcoming objections, de-escalation, and professionalism to ensure the best customer experience
• Use attention to detail, listen to customer clues, to ask the right questions to uncover the issues and/or concerns to save/sell
• Leverage exceptional de-escalation skills on difficult escalated calls with a focus on identifying concerns and providing multiple offers to resolve the customer's concern
• Retain long-term business for arenaflex through customer service commitments and provide the right solution to save the customer
• Use proven problem-solving skills to quickly identify the cause of a cancellation request, create quick calculations to work with the customer to negotiate the right solution
• Consistently improve performance and achieve your goals
• Ability to multitask; use several tools (10+) to help retain our customers and make them customers for life through tools like negotiating a lower rate, crediting them for billing errors, providing service to fix their system, and even selling them additional equipment
• Maintain knowledge of arenaflex policies, products, services, and systems as well as knowledge of the wireless industry, service capabilities, and other security companies

Requirements:

* 2+ years of experience in a sales role, in which you had to sell or save a customer, selling and/or saving customers in a company tied to performance

• 2+ years of Call Center Customer Service / Sales Experience
• High school diploma, GED, college degree, or some college experience
• Ability to work with numerous screens and programs open to help resolve customer issues
• Experience in Sales, Customer Retention, Customer experience, and retaining customers' loyalty to a product or service
• Be able to interpret contracts and communicate terms and conditions
• Perform quick calculations
• Active listening
• Negotiation Skills

What We Offer:

* Paid Training

• Full benefits on the 1st of the month after 31 days of employment
• Energetic and engaging work environments
• Medical, Dental, Vision, 401(k) with employer matching
• Paid vacation time
• Tuition reimbursement, employee referral bonuses
• A culture of coaching, development, and career growth opportunities
• The starting hourly rate for this position is $18.00 per hour and will reach $21.00 per hour after 180 days of employment
• We offer employees access to healthcare benefits, a 401(k) plan and company match, short-term and long-term disability coverage, life insurance, wellbeing benefits, and paid time off among others
• Employees accrue up to 120 hours in their first year. Your accrual rate increases after your first year.
• We also offer 6 paid holidays

Why Choose arenaflex?

At arenaflex, it's more than a job – it's a noble purpose that defines us. We're the leading provider of electronic security, interactive home and business automation, and monitoring services for residences and small businesses in the United States. Every employee, from our executive leadership team to our support centers, is united under one noble purpose: we help save lives for a living. We're everyday heroes. You're doing more than earning a paycheck; you're in an important role that makes an impact in the lives of our customers every single day. Join a company of individuals with passion, commitment, drive, and ambition, using and developing our talents for good at work, home, and our communities.

Training and Development:

During our 8-week program, you'll receive daily support from our training and onboarding teams to ensure you're successful. Your learning journey is focused on product knowledge, selling/saving, competition, and systems training. Our training program focuses on training that equips you to be the expert within arenaflex to ensure you meet and exceed your sales targets, which increases your bonus potential. We provide development to advance your career with other internal roles and opportunities for your long-term success.

Schedule:

Our department is closed on weekends and most holidays, allowing our employees to enjoy every weekend off!

How to Apply:

If you're ready to join a company that's dedicated to helping save lives for a living, apply today! Visit our website at [insert website URL] to learn more about life at arenaflex and to submit your application. Apply for this job