At arenaflex, we're passionate about empowering our customers and delivering exceptional experiences that exceed their expectations. As a Customer Service Loyalty Champion II, you'll play a vital role in driving customer satisfaction and retention by resolving complex customer issues, preventing churn, and promoting loyalty through proactive measures. If you're a customer-centric individual with a passion for sales, retention, and delivering premium experiences, we want to hear from you!
**About arenaflex**
arenaflex is a leading telecommunications company that powers and empowers how people live, work, and play by connecting them to what brings them joy. Our V Team is a community of people who anticipate, lead, and believe that listening is where learning begins. We're committed to driving innovation, creativity, and impact in the world by fostering a culture of collaboration, inclusivity, and empathy. At arenaflex, we're not just building a business – we're building a community that makes a difference.
**What You'll Be Doing**
As a Customer Service Loyalty Champion II, you'll be responsible for:
* Handling and resolving escalated customer concerns that have varying levels of complexity
* Turning every contact into a sale or save opportunity with a premium experience so customers will stay 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 the customers in your queue
* Serving as a brand ambassador and advocate for your 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
**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 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).
**What We're Looking For**
To be eligible for this position, you must 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 and retention goals
* Willingness to work a rotating schedule (shifts), 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
* 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
**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.
**Equal Employment Opportunity**
We're proud to be an equal opportunity employer – and celebrate our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. At arenaflex, we know that diversity makes us stronger. We are 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. Check out our diversity and inclusion page to learn more.
**Why Join arenaflex?**
* Competitive compensation and benefits package
* Opportunities for career growth and professional development
* Collaborative and inclusive work environment
* Flexible work arrangements, including remote work options
* Recognition and rewards for outstanding performance
* Access to cutting-edge technology and tools
* Opportunities to make a meaningful impact in the lives of our customers
**How to Apply**
If you're a motivated and customer-centric individual with a passion for sales, retention, and delivering premium experiences, we want to hear from you! Apply now to join our team as a Customer Service Loyalty Champion II and be a part of driving customer satisfaction and retention at arenaflex.
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