Join arenaflex, a leading provider of electronic security, interactive home and business automation, and monitoring services, as a Retention Specialist in our Remote Customer Service/Sales Representative role. As a key member of our team, you will play a vital role in retaining customers, providing exceptional customer experiences, and driving business growth. If you're passionate about delivering outstanding service, building strong relationships, and making a real impact in people's lives, we want to hear from you.
**About arenaflex**
arenaflex has been a trusted name in the industry since 1874, helping to save lives and protect families, businesses, and communities across the United States. As the #1 smart home security provider, we're committed to innovation, advanced technology, and strategic partnerships that deliver products and services that make a difference. Our mission is clear: we help save lives for a living. Join our team and put purpose behind your paycheck.
**The Role**
As a Retention Specialist, you will be responsible for retaining customers who are considering canceling their services. You will utilize your exceptional customer service and sales skills to identify opportunities, recommend long-term solutions, and provide award-winning customer experiences that increase brand loyalty and retain customers for the long term. Your primary goal is to make a situation right, reduce the need for repeat calls or escalations, and save the business by re-selling customers on the value of arenaflex services.
**Key Responsibilities**
* 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.
* Utilize customer service and sales experience daily to provide exceptional customer experiences and drive business growth.
* Save the business by re-selling customers on the value of arenaflex services and what matters most.
* 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.
**Essential Qualifications**
* 2+ years of experience in a sales role, with a focus on selling 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.
* Ability to interpret contracts and communicate terms and conditions.
* Perform quick calculations.
* Active listening.
* Negotiation Skills.
**Preferred Qualifications**
* Experience in the wireless industry, service capabilities, and other security companies.
* Knowledge of ADT policies, products, services, and systems.
**Skills and Competencies**
* Excellent customer service and sales skills.
* Strong problem-solving and negotiation skills.
* Ability to multitask and work in a fast-paced environment.
* Strong communication and interpersonal skills.
* Ability to work independently and as part of a team.
* Proficiency in using multiple screens and programs to resolve customer issues.
* Ability to interpret contracts and communicate terms and conditions.
* Perform quick calculations.
* Active listening.
* Negotiation Skills.
**Career Growth Opportunities and Learning Benefits**
* arenaflex is committed to creating a culture of career advancement and development. We want you to achieve your goals personally and professionally.
* 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.
**Work Environment and Company Culture**
* arenaflex is a family-oriented company that values its employees and provides a supportive and inclusive work environment.
* Our department is closed on weekends and most holidays, allowing our employees to enjoy every weekend off!
* We offer a range of benefits, including paid training, full benefits, medical, dental, vision, 401(k) with employer matching, paid vacation time, tuition reimbursement, employee referral bonuses, and a culture of coaching, development, and career growth opportunities.
**Compensation, Perks, and Benefits**
* Starting hourly rate of $18.00 per hour, with incremental increases of $0.50 every 30 days until reaching $21.00 per hour after 180 days of employment.
* Paid training and onboarding.
* Full benefits, including medical, dental, vision, 401(k) with employer matching, paid vacation time, tuition reimbursement, employee referral bonuses, and a culture of coaching, development, and career growth opportunities.
* Energetic and engaging work environments.
* Paid time off and holidays.
**How to Apply**
If you're passionate about delivering outstanding customer service, building strong relationships, and making a real impact in people's lives, we want to hear from you. Apply now to join our team as a Retention Specialist in our Remote Customer Service/Sales Representative role.
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