Customer Service Loyalty Champion II – Empowering Customer Loyalty and Driving Business Growth at arenaflex

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 empowering customer loyalty and driving business growth.

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 delivering exceptional experiences that exceed our customers' expectations. At arenaflex, we believe that listening is where learning begins, and we're dedicated to building trust and fostering a sense of community with our customers.

Your Role

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. You'll work closely with customers to understand their concerns, provide personalized solutions, and deliver a premium experience that keeps them loyal to arenaflex. Your goal will be to turn every contact into a sale or save opportunity, leveraging your sales acumen and business acumen to make informed decisions that balance customer satisfaction with cost-effectiveness.

Key Responsibilities

* Handle and resolve escalated customer concerns that have varying levels of complexity

• Turn every contact into a sale or save opportunity with a premium experience that keeps customers loyal to arenaflex
• Embrace the Service Plus mindset by resolving customer concerns and future concerns
• Grow the business by completing a full end-to-end account analysis
• 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 while leveraging historical reports
• Navigate systems and utilize available tools and resources to be self-sufficient and effectively provide all applicable offers available for the 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
• After resolving issues, identify plans, products, and services that would suit customer needs to prevent future contacts

Work Environment

You'll work from home in this remote role, with occasional in-person training and meetings. You'll be required to attend some in-person training and onsite call-taking during initial training/transition, followed by periodic in-person meetings and events throughout the year. The location is Temple Terrace, FL (7701 Telecom Pkwy), and you must be within a reasonable commute to the hub location in Florida.

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
• 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

Preferred Qualifications

* 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 Florida 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 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). 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 proud to be an equal opportunity employer and celebrates our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. At arenaflex, we know that diversity makes us stronger, and 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.

How to Apply

If you're a motivated and results-driven customer service professional with a passion for delivering exceptional experiences and driving business growth, we encourage you to apply for this exciting opportunity. Don't miss the chance to join arenaflex and be part of a dynamic team that's shaping the future of communication and technology. Apply for this job