Customer Service Representative – Retention & Sales (Hybrid) – Frontline Champion for arenaflex

Why arenaflex?

At arenaflex, we are more than a telecommunications leader – we are the connective tissue that powers communities, businesses, and families across the nation. Our mission is to bring people together through innovative technology, reliable service, and unrivaled customer experiences. As we continue to grow and redefine the future of communications, we are seeking passionate, customer‑obsessed professionals who want to make a real impact every day.

Position Overview

The Customer Service Representative – Retention (Hybrid) role is the voice of arenaflex to our valued members. Working a blend of on‑site and remote days, you will engage prospects and existing customers via phone, chat, and email, delivering tailored solutions, driving sales, and ensuring long‑term loyalty. This is a performance‑driven, commission‑enhanced role that rewards dedication, empathy, and a relentless pursuit of excellence.

Key Highlights

• Hybrid work model: 3‑4 days per week at our Lubbock, Texas center (2321 N University Avenue) and 1‑2 days from home.
• Competitive base pay of $18.07 per hour plus uncapped commissions tied to sales and retention targets.
• Comprehensive benefits package, tuition reimbursement, and generous employee discounts on arenaflex services.
• Paid training and ongoing professional development focused on the latest tech, devices, and service offerings.

Core Responsibilities

As a Premier Service Consultant at arenaflex, you will:

• Engage Customers: Answer inbound calls, chats, and emails, presenting a warm, knowledgeable presence that reflects arenaflex's brand values.
• Resolve Issues Promptly: Diagnose and address service, billing, payment, and collection inquiries with precision, escalating when necessary.
• Explain Products Clearly: Articulate plan features, device specifications, and promotional offers in plain language, helping customers make informed decisions.
• Drive Retention & Upsell: Identify cross‑sell and upsell opportunities that align with customer needs, meeting or exceeding sales quotas.
• Build Loyalty: Foster trust by delivering solutions that leave customers feeling confident and valued.
• Technical Troubleshooting: Conduct basic diagnostics for technical problems, guiding customers through steps or routing to advanced support when required.
• Maintain Compliance: Follow security, privacy, and regulatory guidelines to protect customer data and uphold arenaflex's standards.
• Adhere to Schedule: Work a flexible 40‑hour week, including evenings, weekends, and occasional overtime to meet business needs.
• Participate in Continuous Learning: Complete onboarding, product training, and performance coaching modules.

Essential Qualifications

• Customer‑Centric Mindset: Demonstrated passion for helping people and a track record of delivering outstanding service.
• Strong Communication Skills: Clear verbal and written abilities, with an emphasis on active listening.
• Problem‑Solving Ability: Quick identification of issues and the creativity to resolve them efficiently.
• Attention to Detail: Precise documentation and adherence to processes.
• Adaptability: Comfort navigating a fast‑paced, ever‑changing environment and shifting priorities.
• Work Ethic: Reliable attendance, punctuality, and a proactive approach to meeting goals.
• High‑school diploma or equivalent; additional education or certifications (e.g., Customer Service, Sales) are a plus.

Preferred Qualifications & Experience

• Prior experience in a call‑center, customer support, or sales environment.
• Familiarity with telecom products, broadband services, or mobile plans.
• Experience using CRM platforms, ticketing systems, and productivity software.
• Demonstrated success meeting or exceeding sales quotas.
• Multilingual abilities, especially Spanish, are highly valued.

Key Skills & Competencies

• Interpersonal Skills: Ability to build rapport quickly with diverse customers.
• Digital Literacy: Comfortable with computers, internet navigation, and standard office applications.
• Organizational Skills: Efficiently manage multiple interactions and tasks simultaneously.
• Resilience: Maintain a positive attitude in high‑volume, sometimes challenging situations.
• Time Management: Prioritize tasks to meet service level agreements (SLAs) and sales targets.
• Collaborative Spirit: Work closely with teammates, supervisors, and other departments to deliver seamless service.

Career Growth & Learning Opportunities

At arenaflex, we view every role as a launchpad for future advancement. As you excel as a Premier Service Consultant, you can progress to:

• Senior Retention Specialist – handling high‑value accounts and complex escalations.
• Team Lead or Supervisor – mentoring new hires and shaping team performance.
• Sales Trainer – designing and delivering training modules for a broader salesforce.
• Product Specialist – focusing on emerging technologies such as 5G, fiber optics, and IoT solutions.
• Operations Management – overseeing multi‑site operations with strategic responsibilities.

Our tuition reimbursement program further empowers you to pursue certifications or degree programs that align with your career aspirations.

Work Environment & Culture at arenaflex

Our Lubbock center is a modern, collaborative workspace designed for comfort and productivity. Key features include:

• Open‑plan seating with private breakout pods for focused work.
• State‑of‑the‑art technology stations equipped with ergonomic chairs, dual monitors, and headsets.
• On‑site amenities such as a wellness room, coffee bar, and flexible break areas.
• A culture built on inclusion, respect, and continuous improvement – every voice matters.
• Regular team events, recognition programs, and community service initiatives.

When working remotely, you will receive a fully stocked home office kit (keyboard, monitor, laptop, and mobile device) and guidance to ensure your setup meets arenaflex's security and productivity standards.

Compensation, Perks & Benefits

Base Pay & Earnings: Starting at $18.07 per hour plus uncapped commissions tied directly to your performance. High achievers regularly exceed earnings expectations.

Health & Wellness: Medical, dental, and vision coverage; supplemental critical illness, accident, and hospital indemnity plans; employee assistance program (EAP); and extensive wellness initiatives.

Financial Security: 401(k) with company match, short‑ and long‑term disability, life and accidental death insurance, and adoption reimbursement.

Time Off & Work‑Life Balance: Paid time off (1 week after 6 months, 2 weeks after 1 year), 6+ paid holidays, parental leave, and additional sick leave beyond statutory requirements.

Employee Discounts: Up to 50 % off eligible arenaflex mobility plans, accessories, internet (including fiber where available), and home phone services.

Professional Development: Paid training, certification reimbursements, and a clear path for career advancement within the organization.

Work‑From‑Home (WFH) Requirements

• High‑speed, secure internet connection (wired LAN preferred).
• Dedicated workspace that complies with arenaflex's clean‑desk, noise‑level, and ergonomics policies.
• Company‑provided equipment: laptop, monitor, headset, and mobile device.
• Compliance with security protocols, including regular workspace audits and remote monitoring.
• Availability to adhere to scheduled shifts, attend virtual training, and participate in performance reviews.

How to Apply

If you are ready to become the voice of arenaflex, to champion customer success, and to grow in a dynamic, technology‑driven environment, we want to hear from you. Click the link below to submit your application and start the next chapter of your career.

Apply Now

Join Us – Make an Impact

At arenaflex, every conversation is an opportunity to connect, solve, and inspire. As part of our team, you will help millions stay linked to what matters most while building a rewarding, future‑focused career. Your future is calling – take the first step today.