Experienced Full Stack Customer Service/Sales Representative – Retention Specialist

Are you a customer service and sales professional looking for a challenging and rewarding role where you can make a real impact? Do you have a passion for helping others and a drive to succeed in a fast-paced environment? Look no further than arenaflex, the leading provider of electronic security, interactive home and business automation, and monitoring services in the United States. As a Remote Customer Service/Sales Representative – Retention Specialist at arenaflex, you will play a critical role in the growth and success of our organization. You will be responsible for retaining customers who are requesting to cancel their services, providing an award-winning customer experience, and identifying opportunities to upsell and cross-sell our products and services. If you are a motivated and results-driven individual with excellent communication and problem-solving skills, we encourage you to apply for this exciting opportunity.

About arenaflex

arenaflex has been helping save lives since 1874, and we are committed to providing our customers with the best possible experience. As the #1 smart home security provider in the U.S., we offer a wide range of products and services that help protect and connect families, businesses, and larger commercial customers every day. Our continuous innovation, advanced technology, and strategic partnerships enable us to deliver solutions that meet the evolving needs of our customers.

What We Offer

At arenaflex, we are passionate about creating a culture of career advancement and providing our employees with the tools and resources they need to succeed. As a Remote Customer Service/Sales Representative – Retention Specialist, you can expect:

• A competitive hourly rate of $18.00 per hour, increasing to $21.00 per hour after 180 days of employment
• Full benefits, including medical, dental, vision, 401(k) with employer matching, and paid vacation time
• Paid training and onboarding program, including daily support from our training and onboarding teams
• Opportunities for career growth and advancement, including internal roles and external opportunities
• A dynamic and inclusive work environment that values diversity and promotes a culture of coaching, development, and career growth

Job Expectations

As a Remote Customer Service/Sales Representative – Retention Specialist, you will be responsible for:

• Utilizing customer service and sales experience daily to retain customers and identify opportunities to upsell and cross-sell our products and services
• Saving the business by re-selling customers on the value of arenaflex and what matters most
• Handling a high volume of incoming calls from customers requesting to cancel and acting as an expert by proactively identifying opportunities and recommending long-term solutions to keep a customer's business
• Appropriately handling back-to-back calls with care, empathy, compassion, overcoming objections, de-escalation, and professionalism to ensure the best customer experience
• Using attention to detail, listening to customer clues, to ask the right questions to uncover the issues and/or concerns to save/sell
• Leveraging exceptional de-escalation skills on difficult escalated calls with a focus on identifying concerns and providing multiple offers to resolve the customer's concern
• Retaining long-term business for arenaflex through customer service commitments and providing the right solution to save the customer
• Using 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 improving performance and achieving goals
• Ability to multitask; using several tools (10+) to help retain our customers and make them customers for life through tools like negotiating a lower rate, crediting them for billing errors, providing service to fix their system, and even selling them additional equipment
• Maintaining knowledge of arenaflex policies, products, services, and systems as well as knowledge of the wireless industry, service capabilities, and other security companies

Requirements

To be successful in this role, you will need:

• 2+ years of experience in a sales role, in which you had to sell or save a customer, selling and/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

Schedule

Our department is closed on weekends and most holidays, allowing our employees to enjoy every weekend off!

Training

This role has onsite training required at our Irving, TX office. During our 8-week program, you will receive daily support from our training and onboarding teams to ensure you are successful. Your learning journey is focused on product knowledge, selling/saving, competition, and systems training.

Why Choose arenaflex?

At arenaflex, it's more than a job, it's a noble purpose that defines us. We are the leading provider of electronic security, interactive home and business automation, and monitoring services for residences and small businesses in the United States. Every employee, from our executive leadership team to our support centers, are united under one noble purpose: we help save lives for a living. We are everyday heroes. You are doing more than earning a paycheck, you're in an important role that makes an impact in the lives of our customers every single day.

Equal Employment Opportunity

arenaflex is an Equal Employment Opportunity (EEO) Employer. We celebrate diversity and are committed to building an inclusive team that represents a variety of backgrounds, perspectives, and skills. arenaflex strives to ensure every employee and applicant feels valued. Visit us at [arenaflex.com/diversity](http://arenaflex.com/diversity) to learn more. If you are a motivated and results-driven individual with excellent communication and problem-solving skills, we encourage you to apply for this exciting opportunity. Don't miss out on the chance to join a company that is passionate about creating a culture of career advancement and providing our employees with the tools and resources they need to succeed.

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