Experienced Customer Experience Champion II – Delivering Exceptional Service and Driving Business Growth

At arenaflex, we're passionate about empowering our customers and driving innovation in the world of technology and communications. As a Customer Experience Champion II, you'll play a vital role in shaping the future of customer service and sales, working closely with our V Team to deliver exceptional experiences that exceed our customers' expectations.

About arenaflex

arenaflex is a leading provider of training, technology, and communications services, transforming the way we connect across the globe. Our diverse network of people is driven by a shared ambition to shape a better future, and we're committed to creating a workplace where everyone can learn, grow, and thrive. With the ability to learn and grow at the speed of technology, and the space to create within every role, we're moving the world forward – and you can too.

What You'll Be Doing

As a Customer Experience Champion II, you'll be responsible for resolving customer needs through first-contact resolution and enhancing customer experiences with an emphasis on discovery, efficiency, and quality in your day-to-day activities. Your key responsibilities will include:

• 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
• Promote and provide solutions about arenaflex products including phone, home internet, and other services on each call, 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 required to work from a location within a reasonable commute to the hub location in Florida, with occasional in-person training and onsite call taking for new hires, and during employment for periodic collaboration based on business needs.

What We're Looking For

To be eligible for this position, you'll need to have:

• 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 Florida within a 75-mile radius of our listed hub location

Home Office Requirements

* In this remote role, you'll work from home with occasional in-person meetings and training

• Home office must be located within the contiguous United States
• 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
• The ability to self-manage in a remote work environment including setup of company-provided computer equipment and ongoing proactive, skilled, and effective management of your home network and connections

Benefits and Compensation

Our benefits are designed to help you move forward in your career, and in areas of your life outside of arenaflex. From 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, we also offer 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, and tuition assistance, plus other incentives. Depending on the role, employees have the opportunity to receive compensation in the form of premium pay such as overtime, shift differential, holiday pay, allowances, etc. Newly hired employees receive up to 15 days of vacation per year, which grows with additional service. For part-timers, your coverage will vary as you may be eligible for some of these benefits depending on your individual circumstances. This is an incentive-based position with the potential to earn 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 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. Apply now to join our V Team and start shaping the future of customer service and sales! Apply for this job