Experienced Customer Service Representative - Retention (Hybrid) at arenaflex

Join the arenaflex Team and Be the Voice of arenaflex

Are you passionate about delivering exceptional customer experiences and building meaningful connections with each customer? Do you thrive in a fast-paced environment where no two interactions are the same? If so, we invite you to join our arenaflex team as an Experienced Customer Service Representative - Retention (Hybrid) and be the voice of arenaflex.

About arenaflex

arenaflex is a global leader in communications and technology, and we're committed to making connections that change the world. With a rich history spanning nearly 150 years, we've been pioneers in innovation, helping bring families, communities, and businesses together with the products and services they need to thrive every day. From the widespread and growing availability of 5G and Fiber to working on things we once only dreamed of, we create connections that make a difference.

Job Summary

As an Experienced Customer Service Representative - Retention (Hybrid), you'll play a crucial role in sustaining the customer relationship as the last line of defense in preventing churn. You'll assist customers who request to downgrade or cancel services by leveraging solution-based retention strategies to address their needs while reintroducing the value and benefits of arenaflex's products and services. Your goal will be to deliver personalized and timely solutions to effectively service customers and retain their business.

Key Responsibilities

* Instill confidence and loyalty in customers by using problem-solving to deescalate issues and reverse the course of cancellation requests into save opportunities

• Work in a fast-paced environment that handles a high volume of calls, chats, emails, or other types of customer interactions
• Use multiple tools and systems to resolve various service, billing, and payment inquiries as well as maintain customer records
• Be an expert at simplifying the explanation of customer bills, rate plans, and features of arenaflex's products and services
• Step in to perform basic troubleshooting and/or engage Tier 3 support to resolve various customer-impacting issues that span multiple networks such as Internet, voice, and data services
• Work a set schedule including breaks, lunches, and scheduled open time to ensure availability to answer the customer's call and provide exceptional service
• May be cross-trained to address a broad range of customer service call types including collections, retention, sales channel coordination, billing and adjustments, and advanced technical support based on the needs of the business

What You Can Look Forward To

* Paid training and additional resources to support success in your new role as an arenaflex Customer Service Representative

• Competitive salary, with the potential to earn up to $36,218 + up to $12,000 in commissions yearly if all sales goals are met
• Amazing perks and benefits, including:

+ Medical/Dental/Vision coverage + 401(k) plan + Tuition reimbursement program + Paid Time Off and Holidays (based on date of hire, at least 23 days of vacation each year and 9 company-designated holidays) + Paid Parental Leave + Additional sick leave beyond what state and local law require may be available but is unprotected + Adoption Reimbursement + Disability Benefits (short term and long term) + Life and Accidental Death Insurance + Supplemental benefit programs: critical illness/accident hospital indemnity/group legal + Employee Assistance Programs (EAP) + Extensive employee wellness programs + Employee discounts up to 50% off on eligible arenaflex mobility plans and accessories, arenaflex internet (and fiber where available), and arenaflex phone

What We're Looking For

* Call center or customer service experience

• Flexibility to work any schedule during hours of operation is essential
• Specific job assignments may require day, evening, weekend, or holiday hours
• Occasional overtime may be required
• WFH Requirements:

+ Verified internet service (secure, reliable, and dedicated high speed is required to support business needs) + An established dedicated work area (desk, chair, electrical outlet, direct LAN connection) + AT&T will provide all the equipment you'll need to get started! (keyboard, monitor, computer, mobile device, etc.) + Your workspace will need to be in alignment with WFH standards (e.g., technical, security, physical, noise levels, Clean Desk policy etc.) and you will participate in workspace audits (e.g., remote desktop observation, call and screen recordings, live webcam monitoring, pictures of workspace setup, video chats, etc.)

Career Possibilities

* Career possibilities are limitless with arenaflex. You will have the chance to round out your experience with training on the latest technology, devices, and our entire lineup of products, services, and promotions.

• If you're ready to take the lead as the voice of arenaflex, we'd love to hear from you!

Equal Employment Opportunity

It is the policy of arenaflex to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state, or local law. In addition, arenaflex will provide reasonable accommodations for qualified individuals with disabilities.

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