Experienced Customer Experience Champion II – Driving Innovation in Customer Service

Are you a customer service enthusiast with a passion for delivering exceptional experiences? Do you thrive in a dynamic environment where creativity and innovation are encouraged? Look no further than arenaflex, a leading provider of innovative solutions and services that transform the way we connect across the globe. As a Customer Experience Champion II, you will be at the forefront of driving customer satisfaction and loyalty, leveraging your skills and expertise to create memorable interactions that exceed customer expectations.

About arenaflex

arenaflex is a diverse network of people driven by our shared ambition to shape a better future. We're a community of innovators, thinkers, and doers who are passionate about making a difference in the world. With a strong focus on customer experience, we're committed to delivering exceptional service that sets us apart from the rest. Our team is dedicated to empowering customers to achieve their goals, and we're looking for talented individuals like you to join our mission.

The Role

As a Customer Experience Champion II, you will be responsible for resolving customer needs through first-contact resolution, enhancing the customer experience by proactively discovering opportunities to add value, and upselling new services that align with their needs. You will be guided by an emphasis on discovery, efficiency, and quality, with a focus on delivering exceptional experiences that exceed customer expectations.

Key Responsibilities:

* Handling and resolving customer concerns, while educating customers with varying complexity levels of device-related inquiries

• Turning every contact into a sell or save opportunity with a premium experience so customers will want to stay loyal to arenaflex
• Embracing the Service Plus mindset by resolving customer concern and future concerns
• Providing an exceptional experience through discovery and targeted recommendations while leveraging customer-specific insights
• Navigating systems and using tools and resources to be self-sufficient and effectively provide billing explanations for the customers in your queue
• Serving as a brand ambassador and advocate for customers newly joined to arenaflex, throughout every contact and highlighting all that arenaflex has to offer through our products and services
• Practicing an acceptable level of Business Acumen that encompasses the best interest of the Company, Customer, and fellow employees
• After issues have been resolved, identifying plans and services that would suit customer needs in order to prevent future contacts
• Promote and provide solutions about arenaflex products including phone, home internet and other services on each call, ability to meet and exceed monthly sales targets

What We're Looking For:

* 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
• Strong sales acumen with a track record of meeting or exceeding revenue goals
• Willingness to work a rotating schedule (shifts) including nights, weekends, and holidays based on the needs of the business
• The ability to work an assigned shift schedule, including static start, stop, breaks, and meal times, for up to or greater than 6 months at a time based on business needs
• Meet all home office requirements including a private work space, minimum internet speed, and desk for the required equipment provided
• Willingness to work in a quota-based environment

Even Better If You Have:

* A degree

• Experience handling inbound and outbound customer calls to achieve sales
• Experience with Google's G-Suite (e.g., Docs, Sheets) and Microsoft Office Suite (Word, Excel)
• Experience troubleshooting hardware, software, applications, network and device issues
• Experience promoting and upselling products or services

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 Texas 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
• 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

Where You'll Be Working:

* In this remote role, you'll work from home with occasional in-person trainings and meetings

• Scheduled Weekly Hours: 40

Benefits and Compensation:

* Our benefits are designed to help you move forward in your career, and in areas of your life outside of arenaflex

• From health and wellness benefit options including: medical, dental, vision, short and long term disability, basic life insurance, supplemental life insurance, AD&D insurance, identity theft protection, pet insurance and group home & auto insurance
• We also offer a matched 401(k) savings plan, stock incentive programs, up to 8 company paid holidays per year and up to 6 personal days per year, parental leave, adoption assistance and tuition assistance, plus other incentives
• Depending on the role, employees have the opportunity to receive compensation in the form of premium pay such as overtime, shift differential, holiday pay, allowances, etc.
• Newly hired employees receive up to 15 days of vacation per year, which grows with additional service
• For part-timers, your coverage will vary as you may be eligible for some of these benefits depending on your individual circumstances
• This is an incentive-based position with the potential to earn 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.

How to Apply:

If Verizon and this role sound like a fit for you, we encourage you to apply even if you don’t meet every “even better” qualification listed above. Apply for this job