Customer Service Loyalty Champion II – Driving Customer Satisfaction and Loyalty at arenaflex
Customer Service Loyalty Champion II – Driving Customer Satisfaction and Loyalty at arenaflex
Are you a customer service professional with a passion for delivering exceptional experiences and driving loyalty? Do you thrive in a dynamic environment where no two days are the same? Look no further than arenaflex, a leading innovator in the telecommunications industry. As a Customer Service Loyalty Champion II at arenaflex, you'll play a critical role in resolving customer needs, preventing churn, and promoting loyalty through proactive measures.
About arenaflex
arenaflex is a company that powers and empowers people's lives by connecting them to what brings them joy. We're a community of innovators, creatives, and impact-makers who drive innovation, creativity, and impact in the world. Our V 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.
Job Summary
As a Customer Service Loyalty Champion II at arenaflex, you'll be responsible for resolving customer needs and preventing churn through proactive measures. You'll handle and resolve escalated customer concerns, turn every contact into a sale or save opportunity, and provide an exceptional experience by listening for bells of churn during conversations. You'll also navigate systems and utilize available tools and resources to be self-sufficient and effectively provide all applicable offers available for customers in your queue.
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 so customers will stay 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 customers in your queue
- Serve as a brand ambassador and advocate for customers throughout every contact and highlight 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
- 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 work from a dedicated, quiet, and private workspace with a minimum internet speed of 25mbps. You'll also be required to meet all home office requirements, including a private workspace, minimum internet speed, and a desk for the required equipment provided.
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
- 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
- Ability to meet all home office requirements, including a private workspace, minimum internet speed, and a desk for the required equipment provided
Preferred Qualifications
- Degree in a related field
- 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
What We Offer
We offer a competitive salary and benefits package, opportunity to work from home with occasional in-person training and meetings, collaborative and dynamic work environment, professional development and growth opportunities, recognition and rewards for outstanding performance, and comprehensive training and onboarding program.
How to Apply
If you're a customer service professional with a passion for delivering exceptional experiences and driving loyalty, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, through our website.
Equal Employment Opportunity
arenaflex is an equal opportunity employer. We evaluate qualified applicants without regard to veteran status, disability or other legally protected characteristics.
Contact Us
If you have any questions or would like more information about this opportunity, please don't hesitate to contact us. We look forward to hearing from you!
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