Are you a customer service professional with a passion for delivering exceptional experiences and driving business growth? Do you thrive in a dynamic, fast-paced environment where no two days are the same? If so, we invite you to join arenaflex as a Customer Service Loyalty Champion II, where you'll play a critical role in shaping the customer experience and driving loyalty for our valued customers.
**About arenaflex**
arenaflex is a leading provider of innovative solutions and services that empower people to live, work, and play. We're a community of passionate individuals who share a common goal: to make a meaningful impact in the world. Our V Team is a vibrant, inclusive environment where creativity, innovation, and collaboration thrive. We're committed to fostering a culture of empathy, understanding, and respect, where every individual feels valued, connected, and empowered to reach their full potential.
**Your Role as a Customer Service Loyalty Champion II**
As a Customer Service Loyalty Champion II, you'll be responsible for delivering exceptional customer experiences, resolving complex customer issues, and driving loyalty through proactive measures. Your primary focus will be on resolving customer needs and preventing churn, while also growing the business through targeted loyalty and retention strategies. You'll work closely with customers to understand their needs, preferences, and pain points, and use this insight to tailor solutions that meet their unique requirements.
**Key Responsibilities:**
* Handle and resolve escalated customer concerns with varying levels of complexity
* Turn every contact into a sale or save opportunity with a premium experience, ensuring customers stay loyal to arenaflex
* Embody the Service Plus mindset by resolving customer concerns and future concerns
* Grow the business through completing full end-to-end account analyses
* Execute targeted loyalty and retention strategies for high-value and at-risk customers
* Provide an exceptional experience by listening for bells of churn during conversations and leveraging historical reports
* Navigate systems and utilize available tools and resources to be self-sufficient and effectively provide all applicable offers available for customers in your queue
* Serve as a brand ambassador and advocate for customers throughout every contact, highlighting all that arenaflex has to offer through our products and services
* Apply business acumen to make informed decisions that balance customer satisfaction with cost-effectiveness
* Identify plans, products, and services that would suit customer needs to prevent future contacts
**Working Environment:**
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. You'll also be expected 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.
**Requirements:**
* 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
* 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
* Ability to meet all home office requirements, including a private workspace, minimum internet speed, and a desk for the required equipment provided
**Preferred Qualifications:**
* 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)
* 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 proud to be an equal opportunity employer, celebrating our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. We're 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.
**Apply Now:**
If you're a motivated, customer-focused individual with a passion for delivering exceptional experiences, we invite you to apply for the Customer Service Loyalty Champion II role at arenaflex. Join our vibrant community of innovators, thinkers, and doers, and help shape the future of customer service and loyalty.
Apply for this job