**Job Title:** Customer Service Loyalty Champion II at arenaflex
**Job Description:**
Join the arenaflex Team: Where Passion Meets Purpose
Are you ready to embark on a career journey that fuels your passion for delivering exceptional customer experiences? Do you thrive in a dynamic environment where innovation and creativity drive growth? Look no further than arenaflex, a forward-thinking company that empowers its employees to make a meaningful impact. As a Customer Service Loyalty Champion II, you'll be at the forefront of our customer-centric approach, driving loyalty and retention through proactive measures and personalized solutions.About arenaflex
arenaflex is a trailblazing company that powers and empowers people's lives by connecting them to what brings them joy. Our V Team is a community of like-minded individuals who share a passion for driving innovation, creativity, and impact. We believe that listening is where learning begins, and we come together in times of crisis and celebration to lift our communities and build trust. Join us, and you'll be part of a vibrant ecosystem that values diversity, inclusivity, and collaboration.Your Role: Customer Service Loyalty Champion II
As a Customer Service Loyalty Champion II, you'll be responsible for resolving customer needs and preventing churn through proactive measures. Your day-to-day activities will involve:- Handling and resolving escalated customer concerns with varying levels of complexity.
- Turning every contact into a sale or save opportunity with a premium experience, ensuring customers stay loyal to arenaflex.
- Embracing the Service Plus mindset by resolving customer concerns and future concerns.
- Growing the business by completing a full end-to-end account analysis.
- Executing targeted loyalty and retention strategies for high-value and at-risk customers.
- Providing an exceptional experience by listening for bells of churn during conversations while leveraging historical reports.
- Navigating systems and utilizing available tools and resources to be self-sufficient and effectively provide all applicable offers available for the customers in your queue.
- Serving as a brand ambassador and advocate for your customers throughout every contact, highlighting all that arenaflex has to offer through our products and services.
- Applying business acumen to make informed decisions that balance customer satisfaction with cost-effectiveness.
- After resolving issues, identifying plans, products, and services that would suit customer needs to prevent future contacts.
Work Environment and Culture
As a remote employee, you'll work from home with occasional in-person trainings and meetings. You'll be required to attend some in-person training and onsite call-taking during initial training/transition, followed by periodic in-person meetings and events throughout the year. Our hub location is in Temple Terrace, FL (7701 Telecom Pkwy), and you must be within a reasonable commute to attend training and periodic meetings as indicated by the business.Requirements
To be eligible for this position, you must have:- 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.
Preferred Qualifications
While not required, having the following qualifications will make you an even stronger candidate:- 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
As a remote employee, you'll need to meet the following 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.
- 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.
- arenaflex 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.