Experienced Customer Service Loyalty Champion II – Delivering Exceptional Experiences and Driving Business Growth through Proactive Solutions and Strategic Customer Engagement

Welcome to arenaflex

At arenaflex, we empower people to live, work, and play by connecting them to what brings them joy. We're a community of innovators, creatives, and impact-makers who believe in the power of listening and learning. Our team is built on a foundation of trust, community, and celebration, and we're looking for like-minded individuals to join our mission. If you're passionate about delivering exceptional customer experiences and driving business growth, we want to hear from you.

Job Overview

As a Customer Service Loyalty Champion II at arenaflex, you'll be responsible for resolving customer needs, preventing churn, and emphasizing proactive measures in your day-to-day activities. You'll be the face of our brand, serving as a champion for our customers and highlighting all that we have to offer through our products and services. Your goal will be to turn every contact into a sale or save opportunity, providing a premium experience that keeps our customers loyal and satisfied.

Key Responsibilities

• Handling and resolving escalated customer concerns with varying levels of complexity
• Embracing the Service Plus mindset by resolving customer concerns and future concerns
• Growing the business through completing full end-to-end account analysis and executing targeted loyalty and retention strategies
• Providing an exceptional experience by listening for signs of churn and leveraging historical reports to inform your interactions
• Navigating systems and utilizing available tools and resources to be self-sufficient and effectively provide all applicable offers to customers
• Serving as a brand ambassador and advocate for customers throughout every contact
• Applying business acumen to make informed decisions that balance customer satisfaction with cost-effectiveness
• Identifying plans, products, and services that would suit customer needs to prevent future contacts

Work Environment

This is a remote role, with occasional in-person training and meetings. You'll work from the comfort of your own home, with the flexibility to manage your schedule and workload. However, you must be within a reasonable commute to our hub location in Florida and be willing to attend occasional in-person training and meetings.

Home Office Requirements

• A private, quiet, and dedicated workspace
• Internet service with a direct connection to a cable or fiber modem capable of at least 25mbps
• A dedicated desk for the required equipment provided by arenaflex
• Ability to self-manage in a remote work environment, including setting up company-provided computer equipment and ongoing proactive management of your home network and connections

Qualifications

To be eligible for this position, you'll need to 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 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, including nights, weekends, and holidays, based on the needs of the business

Preferred Qualifications

• A degree in a related field
• Experience troubleshooting customer 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
• Based on the required in-person training and periodic center collaborations, candidates should live in Florida within a 75-mile radius of our listed hub location

What We Offer

At arenaflex, we're committed to providing a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We offer:

• Competitive compensation and benefits package
• Opportunities for career growth and professional development
• A dynamic and supportive work environment
• Flexible scheduling and remote work options
• A culture that values diversity, equity, and inclusion

Career Growth and Development

At arenaflex, we're dedicated to helping our employees grow and develop in their careers. We offer a range of training and development programs, including:

• Onboarding and training programs to help you get started
• Ongoing coaching and feedback to support your growth
• Opportunities for career advancement and professional development
• A culture that encourages innovation, creativity, and experimentation

Conclusion

If you're passionate about delivering exceptional customer experiences and driving business growth, we want to hear from you. Apply now to join our team as a Customer Service Loyalty Champion II and take the first step towards a rewarding and challenging career at arenaflex. We're an equal opportunity employer, committed to diversity, equity, and inclusion, and we can't wait to welcome you to our team.