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 retention and growth by resolving complex customer concerns, preventing churn, and promoting premium experiences that foster loyalty. If you're a customer-focused professional with a passion for sales, retention, and delivering exceptional service, we want to hear from you!
**About arenaflex**
arenaflex is a leading provider of innovative communication and technology solutions that power and empower how people live, work, and play. Our mission is to connect people to what brings them joy, and we're committed to driving innovation, creativity, and impact in the world. Our arenaflex Team is a community of people who anticipate, lead, and believe that listening is where learning begins. We come together in crisis and celebration, lifting our communities and building trust in how we show up, everywhere and always.
**What You'll Be Doing**
As a Customer Service Loyalty Champion II, you'll be responsible for resolving customer needs and preventing churn, emphasizing proactive measures in your day-to-day activities. Your key responsibilities will include:
* 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, which includes 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 in-person training and meetings. You'll be based in Alpharetta, Georgia, and must be within a reasonable commute to the hub location. Onsite presence is required for the training period and during employment for periodic collaboration based on business needs.
**What We're Looking For**
To be successful in this role, 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 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
* Based on the required in-person training and periodic center collaborations of this role, candidates should live in Alpharetta, Georgia 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 Georgia 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**
arenaflex is an equal opportunity employer. We evaluate qualified applicants without regard to veteran status, disability, or other legally protected characteristics.
**Why Join arenaflex?**
* Competitive compensation and benefits package
* Opportunities for career growth and professional development
* Collaborative and dynamic work environment
* Recognition and rewards for outstanding performance
* Comprehensive training and support to ensure your success
**How to Apply**
If you're a motivated and customer-focused professional with a passion for sales, retention, and delivering exceptional service, we want to hear from you! Apply now to become a part of the arenaflex Team and start driving customer retention and growth today!
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