Experienced Customer Service Representative - Retention (Work From Home) - arenaflex Chicago, Illinois

At arenaflex, we're on a mission to redefine customer service and create meaningful connections with each customer. As a member of our team, you'll have the opportunity to be the voice of arenaflex, introducing the latest technology, services, and offers to help our customers stay connected to what matters most. We're seeking an experienced Customer Service Representative - Retention to join our team in a full-time remote work-from-home position in Chicago, Illinois.

How You'll Make an Impact

As a Premier Service Consultant specializing in customer retention, you'll play a crucial role in sustaining the customer relationship as the last line of defense in preventing churn. You'll assist customers who request to downgrade or cancel services by leveraging solution-based retention strategies to address their needs while reintroducing the value and benefits of our products and services. Your goal will be to deliver personalized and timely solutions to effectively service customers and retain their business. Your consultative approach will help you meet monthly retention goals and foster customer loyalty while delivering an exceptional customer experience.

What Your Day-to-Day Will Look Like

* Instill confidence and loyalty in customers by using problem-solving to deescalate issues and reverse the course of cancellation requests into save opportunities and right-fitting customers with the latest technology, services, and offers.

• Work in a fast-paced environment that handles a high volume of calls, chats, emails, or other types of customer interactions.
• Use multiple tools and systems to resolve various service, billing, and payment inquiries as well as maintain customer records.
• Be an expert at simplifying the explanation of customer bills, rate plans, and features of arenaflex's products and services.
• When issues arise, step in to perform basic troubleshooting and/or engage Tier 3 support to resolve various customer-impacting issues that span multiple networks such as Internet, voice, and data services.
• Work a set schedule including breaks, lunches, and scheduled open time to ensure availability to answer the customer's call and provide exceptional service.
• Premier Service Consultants may be cross-trained to address a broad range of customer service call types, including collections, retention, sales channel coordination, billing and adjustments, and advanced technical support based on the needs of the business.

What You Can Look Forward to

* Paid training and additional resources to support success in your new role as an arenaflex Premier Service Consultant.

• Competitive hourly rate of $18.93 per hour, with additional incentives in commissions yearly if all sales goals are met.
• A comprehensive benefits package, including:

+ Medical/Dental/Vision coverage + 401(k) plan + Tuition reimbursement program + Paid Time Off and Holidays (based on date of hire, at least 23 days of vacation each year and 9 company-designated holidays) + Paid Parental Leave + Additional sick leave beyond what state and local law require may be available but is unprotected + Adoption Reimbursement + Disability Benefits (short-term and long-term) + Life and Accidental Death Insurance + Supplemental benefit programs: critical illness/accident hospital indemnity/group legal + Employee Assistance Programs (EAP) + Extensive employee wellness programs + Employee discounts up to 50% off on eligible arenaflex mobility plans and accessories, arenaflex internet (and fiber where available), and arenaflex phone

What We're Looking for

* Call center or customer service experience.

• Flexibility to work any schedule during hours of operation is essential. Specific job assignments may require day, evening, weekend, or holiday hours. Occasional overtime may be required.

WFH Requirements

* You will need verified internet service (secure, reliable, and dedicated high-speed is required to support business needs) and an established dedicated work area (desk, chair, electrical outlet, direct LAN connection). arenaflex will provide all the equipment you'll need to get started! (keyboard, monitor, computer, mobile device, etc.)

• Your workspace will need to be in alignment with WFH standards (e.g., technical, security, physical, noise levels, Clean Desk policy, etc.) and you will participate in workspace audits (e.g., remote desktop observation, call and screen recordings, live webcam monitoring, pictures of workspace setup, video chats, etc.).
• You will need to be available, accessible, and accountable to work during established work schedules and shifts, follow technical support processes, comply with organizational security and compliance standards, trainings, performance management, recurring management routines, manual and automated remote monitoring policies, etc.

Career Possibilities

Career possibilities are limitless with arenaflex. You will have the chance to round out your experience with training on the latest technology, devices, and our entire lineup of products, services, and promotions. If you're ready to take the lead as the voice of arenaflex, we'd love to hear from you!

Equal Employment Opportunity

arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to providing reasonable accommodations for qualified individuals with disabilities.

How to Apply

If you're ready to join our team and make a meaningful impact, apply now! Apply for this job