Experienced Full Stack Customer Service/Sales Representative – Retention Specialist

Join arenaflex, the #1 smart home security provider in the U.S., and embark on a rewarding career where you can make a real impact. As a Retention Specialist, you will play a key role in the growth of our organization by serving as an expert problem solver in a retention and sales capacity. If you're passionate about delivering exceptional customer experiences, have a knack for sales, and thrive in a dynamic environment, we want to hear from you.

About arenaflex

arenaflex has been in the business of helping save lives since 1874. Our mission is clear: we help save lives for a living. With a continuous focus on innovation, advanced technology, and strategic partnerships, we deliver products and services that protect life and valuables, whether at home, your business, or on the go. Our commitment to excellence and customer satisfaction has earned us the top spot in the U.S. smart home security market. Join our team today and be part of a noble purpose that defines us.

The Role

As a Remote Customer Service/Sales Representative, you will be responsible for retaining customers who want to cancel their arenaflex services. Your primary goal is to provide an award-winning customer experience that increases brand loyalty and retains customers for the long term. You will handle a high volume of incoming calls from customers requesting to cancel and act as an expert by proactively identifying opportunities and recommending long-term solutions to keep a customer's business.

Key Responsibilities

* Utilize customer service and sales experience daily to retain customers and increase brand loyalty

• Save the business by re-selling customers on the value of arenaflex and what matters most
• Must have sales experience, with a focus on persuading and upselling customers while reducing frustration and displeasure
• Appropriately handle back-to-back calls with care, empathy, compassion, overcoming objections, de-escalation, and professionalism to ensure the best customer experience
• Use attention to detail, listen to customer clues, and ask the right questions to uncover issues and concerns to save/sell
• Leverage exceptional de-escalation skills on difficult escalated calls with a focus on identifying concerns and providing multiple offers to resolve the customer's concern
• Retain long-term business for arenaflex through customer service commitments and provide the right solution to save the customer
• Use proven problem-solving skills to quickly identify the cause of a cancellation request, create quick calculations to work with the customer to negotiate the right solution
• Consistently improve performance and achieve your goals
• Ability to multitask and use several tools to help retain customers and make them customers for life

Essential Qualifications

* 2+ years of experience in a sales role, with a focus on selling or saving customers

• 2+ years of Call Center Customer Service/Sales Experience
• High school diploma, GED, college degree, or some college experience
• Ability to work with numerous screens and programs open to help resolve customer issues
• Experience in interpreting contracts and communicating terms and conditions
• Perform quick calculations
• Active listening
• Negotiation Skills

Preferred Qualifications

* Experience in a retention-focused role

• Knowledge of the wireless industry, service capabilities, and other security companies
• Familiarity with arenaflex products and services

Skills and Competencies

* Excellent communication and interpersonal skills

• Ability to work in a fast-paced environment with multiple priorities
• Strong problem-solving and analytical skills
• Ability to multitask and prioritize tasks effectively
• Strong customer service and sales skills
• Ability to work independently and as part of a team
• Proficiency in using technology and software applications

Career Growth Opportunities and Learning Benefits

* arenaflex is committed to creating a culture of career advancement and development

• Our training program focuses on equipping you to be the expert within arenaflex to ensure you meet and exceed your sales targets
• Opportunities for career growth and advancement within the company
• Access to training and development programs to enhance your skills and knowledge
• A culture of coaching, development, and career growth opportunities

Work Environment and Company Culture

* arenaflex is a dynamic and inclusive work environment that values diversity and promotes a culture of excellence

• Our team is united under one noble purpose: helping save lives for a living
• We celebrate diversity and are committed to building an inclusive team that represents a variety of backgrounds, perspectives, and skills
• arenaflex is an Equal Employment Opportunity (EEO) Employer

Compensation, Perks, and Benefits

* Starting hourly rate of $18.00 per hour, with incremental increases to $21.00 per hour after 180 days of employment

• Full benefits on the 1st of the month after 31 days of employment
• Energetic and engaging work environments
• Medical, Dental, Vision, 401(k) with employer matching
• Paid vacation time
• Tuition reimbursement, employee referral bonuses
• A culture of coaching, development, and career growth opportunities

Schedule

* Our department is closed on weekends and most holidays, allowing our employees to enjoy every weekend off

• Flexible scheduling to accommodate your needs and preferences

Training

* Onsite paid training for the first 8-12 weeks in Wichita, KS

• Daily support from our training and onboarding teams to ensure your success
• Your learning journey is focused on product knowledge, selling/saving, competition, and systems training

Why Choose arenaflex?

* arenaflex is more than a job, it's a noble purpose that defines us

• We are the leading provider of electronic security, interactive home and business automation, and monitoring services for residences and small businesses in the United States
• Every employee, from our executive leadership team to our support centers, is united under one noble purpose: helping save lives for a living
• Join a company of individuals with passion, commitment, drive, and ambition, using and developing our talents for good at work, home, and our communities

How to Apply

If you're passionate about delivering exceptional customer experiences, have a knack for sales, and thrive in a dynamic environment, we want to hear from you. Apply now and join arenaflex in our mission to help save lives for a living. Apply for this job