Experienced Customer Service Loyalty Champion II – Remote Opportunity at arenaflex

At arenaflex, we're not just a company – we're a community of innovators, thinkers, and doers who are passionate about making a difference in the lives of our customers. As a Customer Service Loyalty Champion II, you'll be at the forefront of delivering exceptional experiences that keep our customers coming back for more. If you're a people person with a knack for sales, a passion for problem-solving, and a drive to succeed, we want to hear from you.

About arenaflex

arenaflex is a leading provider of innovative communication solutions that empower people to live, work, and play. We're a company that's committed to driving innovation, creativity, and impact in the world. Our V Team is a community of individuals who share a common goal: to power and empower our customers by connecting them to what brings them joy. We believe that listening is where learning begins, and we're always looking for talented individuals who share our values and are passionate about making a difference.

What You'll Be Doing

As a Customer Service Loyalty Champion II, you'll be responsible for resolving customer needs and preventing churn, emphasizing proactive measures in your day-to-day activities. You'll handle and resolve escalated customer concerns that have varying levels of complexity, turning every contact into a sale or save opportunity with a premium experience that keeps our customers loyal to arenaflex. You'll also:

• 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 the customers in your queue
• Serve as a brand ambassador and advocate for your 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

Where You'll Be Working

You'll work from home in this remote role, with occasional in-person training and meetings. To be eligible for this position, you must be within a reasonable commute to the hub location in Florida. Onsite presence is required for onboarding, training, and periodic center collaboration based on business needs. The location is Temple Terrace, FL (7701 Telecom Pkwy).

What We're Looking For

To succeed in this role, you'll need:

• A 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

Even Better If You Have:

* 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

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. You'll need:

• 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
• Verizon 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

Equal Employment Opportunity

We're proud to be an equal opportunity employer – and celebrate our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. At arenaflex, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected, and empowered to reach their potential and contribute their best.

Ready for an Easy Start?

This is a low-stress role with great rewards. If you're reliable and willing to learn, we want you. Apply now!

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