Experienced Inbound Customer Service Retention Representative – Drive Customer Loyalty and Growth at arenaflex

Job Summary:

Join arenaflex, a leading provider of innovative solutions, as an Experienced Inbound Customer Service Retention Representative. In this role, you will play a critical part in driving customer loyalty and growth by resolving concerns, presenting value-added offers, and delivering exceptional customer experiences. If you are a customer-focused individual with a passion for sales and retention, we encourage you to apply.

About arenaflex:

arenaflex is a dynamic and forward-thinking organization that is committed to making a positive impact in the lives of our customers and associates. We believe in fostering a culture of innovation, collaboration, and growth, where our associates can reach their full potential. Our mission is to provide personalized attention and support to our customers, helping them achieve their goals and aspirations.

Position Overview:

As an Experienced Inbound Customer Service Retention Representative, you will be responsible for receiving inbound calls from customers who are requesting termination of service or seeking to cancel their accounts. Your primary objective will be to resolve concerns, present value-added offers, and retain customers through exceptional customer service and sales skills. You will work in a fast-paced, commission-driven environment, where your ability to drive results and meet sales targets will be essential to your success.

Responsibilities:

* Receive inbound calls from canceling customers and resolve concerns through exceptional customer service and sales skills

• Provide immediate follow-up on customer complaints/concerns, setting proper expectations and next steps for the customer
• Escalate customer issues requiring extensive problem-solving to ensure a close-loop customer experience and learning opportunities for arenaflex
• Apply 5 Pillar Quality standards in accordance with arenaflex's QA Model
• Use save training and specialized offers to retain customers
• Notify customers and designated personnel of findings, adjustments, and recommendations, such as refunds or credits
• Update and maintain customer databases with accurate customer information and timely data entry
• Positively represent the arenaflex brand in all written and oral communications and correspondence

Competencies:

*

Customer Focus:

Build strong customer relationships and deliver customer-centric solutions

Drives Results:

Consistently achieve results, even under tough circumstances

Situational Adaptability:

Adapt approach and demeanor in real-time to match the shifting demands of different situations

Accountability:

Hold self and others accountable to meet commitments

Problem Solving and Decision Making:

Apply critical thinking and analytical skills to resolve complex customer issues

Education and Experience Requirements:

* High school diploma or general education degree (GED); or up to one-year related experience and/or training, or an equivalent combination of education and experience

• At least 1 year of sales or 2 years of customer care experience
• Associate degree from a two-year college or technical school preferred

Knowledge, Skills, and Abilities:

* Ability to build customer relationships and provide customer service

• Knowledge and ability to cope with and resolve escalated customer service issues
• Conflict resolution skills
• Knowledge of company products and services
• Attention to detail and accuracy
• Written and verbal communication skills
• Computer skills with Microsoft Office applications (Word, Excel, Outlook, PowerPoint)
• Mathematical skills to calculate figures and amounts, such as discounts, commissions, proportions, percentages, area, and volume
• Time management skills, including punctuality for on-time attendance
• Ability to prioritize, organize, and perform multiple tasks

Physical Demands & Working Conditions:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Regularly required to:

• Sit, stand, and walk
• Use hands and arms to handle, feel, or reach
• Speak and hear
• Use close vision abilities

Occasionally required to:

• Lift or move up to 25 lbs. independently
• Stoop, kneel, crouch, or crawl

Working Conditions:

• Noise level: Low to moderate
• Adverse Conditions: Minimal

Ability to Speak, Read, and Write Fluently in English:

Ability to speak, read, and write fluently in English is required.

Pay Ranges:

$27,669.00 - $51,188.00 This range is based on the qualifications necessary for the position, including experience, training, and other considerations permitted by law. Factors that may be used when making an offer may include a candidate's skills, experience, and geographic location, the expected quality and quantity of work, and internal pay alignment, as needed. Most candidates will start in the bottom half of the pay range. The upper end of the range will generally be reserved for candidates with extensive experience. An employee's pay history will not be a contributing factor where prohibited by local law.

Benefits and Perks:

In addition to monetary compensation, we offer benefits, including Medical/Dental/Vision insurance and Company-matching 401(k) in addition to other programs and perks.

Diversity and Inclusion:

arenaflex is committed to Diversity and Inclusion. We encourage diverse candidates to apply to this position.

Equal Opportunity/Affirmative Action Employer:

We are an Equal Opportunity/Affirmative Action Employer - Minorities/Females/Protected Veterans/Individuals with Disabilities. To learn more, please visit EEOC/EEO | arenaflex (arenaflex.com).

California Residents:

When you express interest in or apply for a job with arenaflex, we collect personal information about you, potentially including personal identifiers, contact information, protected classifications, pre-hire information, professional or employment-related information, education history, and/or medical information, for the following business purposes: to comply with state and federal law and regulations requiring employers to maintain certain records; to evaluate your job application and candidacy for employment; and to obtain and verify background checks (including criminal and motor vehicle records), pre-employment drug testing, and references.

Massachusetts Residents:

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

arenaflex performs pre-employment testing.

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