Customer Experience Champion II – Loyalty and Retention Expert

At arenaflex, we're not just a company – we're a community of innovators, thinkers, and doers who share a passion for making a difference in the lives of our customers. We're a team of individuals who believe in the power of connection and the impact it has on our world. As a Customer Experience Champion II on our Loyalty team, you'll be at the forefront of delivering exceptional experiences that drive customer loyalty and retention.

About arenaflex

arenaflex is a leading provider of innovative solutions that empower people to live, work, and play. We're a company that's driven by a passion for innovation, creativity, and impact. Our V Team is a community of people who anticipate, lead, and believe that listening is where learning begins. We come together in times of crisis and celebration, lifting our communities and building trust in how we show up, everywhere and always.

Job Summary

As a Customer Experience Champion II on our Loyalty team, you'll be responsible for resolving customer needs and preventing churn, emphasizing proactive measures in your day-to-day activities. You'll be the face of arenaflex, providing an exceptional experience to our customers and showcasing all that we have to offer through our products and services.

Key Responsibilities

* Handling and resolving escalated customer concerns that have varying levels of complexity

• Turning every contact into a sale or save opportunity with a premium experience so customers will stay loyal to arenaflex
• Embracing the Service Plus mindset by resolving customer concerns and future concerns
• Growing the business, which includes completing a full end-to-end account analysis
• Executing targeted loyalty and retention strategies for high-value and at-risk customers
• Providing an exceptional experience by listening for bells of churn during conversations while leveraging historical reports
• Navigating systems and utilizing available tools and resources to be self-sufficient and effectively provide all applicable offers available for the customers in your queue
• Serving as a brand ambassador and advocate for your customers throughout every contact and highlighting all that arenaflex has to offer through our products and services
• Applying business acumen to make informed decisions that balance customer satisfaction with cost-effectiveness
• After resolving issues, identifying 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 location 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.

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.

Career Growth Opportunities and Learning Benefits

At arenaflex, we're committed to helping our employees grow and develop their careers. As a Customer Experience Champion II, you'll have access to a range of training and development opportunities, including:

• Ongoing training and development programs to help you build your skills and knowledge
• Opportunities to work on high-profile projects and initiatives
• Regular feedback and coaching to help you grow and develop in your role
• A collaborative and supportive work environment that encourages innovation and creativity

Compensation, Perks, and Benefits

arenaflex offers a competitive compensation package, including:

• A salary that reflects your skills and experience
• Ongoing bonuses and incentives for meeting and exceeding performance targets
• A comprehensive benefits package, including health insurance, retirement savings, and paid time off
• Access to a range of perks and benefits, including flexible work arrangements, employee discounts, and more

Equal Employment Opportunity

arenaflex is an equal opportunity employer. We evaluate qualified applicants without regard to veteran status, disability or other legally protected characteristics. If you're passionate about delivering exceptional customer experiences and driving loyalty and retention, we encourage you to apply for this exciting opportunity. Join our V Team and be part of a community that's shaping the future of customer experience. Apply for this job