Experienced Customer Service Loyalty Champion II – Driving Customer Retention and Growth at arenaflex

As a Customer Service Loyalty Champion II at arenaflex, you will play a pivotal role in driving customer retention and growth by delivering exceptional customer experiences, resolving complex issues, and promoting premium services. If you're passionate about building strong relationships with customers, have a knack for sales, and thrive in a dynamic, fast-paced environment, this role is an ideal fit for you.

About arenaflex

arenaflex is a leading provider of innovative communication and technology solutions, empowering individuals and businesses to connect, innovate, and thrive. Our mission is to power and empower how people live, work, and play by connecting them to what brings them joy. We're a community of people who anticipate, lead, and believe that listening is where learning begins. At arenaflex, we're committed to fostering a culture of innovation, creativity, and impact, where our employees can learn, grow, and thrive.

Job Summary

As a Customer Service Loyalty Champion II, you will be responsible for resolving customer needs and preventing churn, emphasizing proactive measures in your day-to-day activities. You will 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 so customers will stay loyal to arenaflex. You will also grow the business by completing a full end-to-end account analysis, executing targeted loyalty and retention strategies for high-value and at-risk customers, and providing an exceptional experience by listening for bells of churn during conversations while leveraging historical reports.

Key Responsibilities

* Resolve customer needs and prevent churn, emphasizing proactive measures in your day-to-day activities

• Handle and resolve escalated customer concerns that have varying levels of complexity
• Turn every contact into a sale or save opportunity with a premium experience so customers will stay loyal to arenaflex
• 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 highlighting 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

Work Environment and Culture

As a remote employee, you will work from home with occasional in-person trainings and meetings. You will be required to have a dedicated, quiet, and private workspace, with a minimum internet speed of 25mbps. Verizon conducts periodic home audits via webcam to ensure your workspace meets requirements. You will be expected 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.

Essential Qualifications

* 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 and retention goals
• Willingness to work a rotating schedule (shifts), including nights, weekends, and holidays, based on the needs of the business
• Ability to meet all home office requirements, including a private workspace, minimum internet speed, and a desk for the required equipment provided

Preferred Qualifications

* 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
• Based on the required in-person training and periodic center collaborations of this role, candidates should live in Texas within a 75-mile radius of our listed hub location

Skills and Competencies

* Excellent communication and interpersonal skills

• Strong problem-solving and analytical skills
• Ability to work in a fast-paced, dynamic environment
• Strong sales and customer service skills
• Ability to work independently and as part of a team
• Strong business acumen and ability to make informed decisions
• Ability to navigate systems and utilize available tools and resources

Career Growth Opportunities and Learning Benefits

At arenaflex, we're committed to fostering a culture of innovation, creativity, and impact, where our employees can learn, grow, and thrive. As a Customer Service Loyalty Champion II, you will have opportunities to develop your skills and expertise in customer service, sales, and retention. You will also have access to training and development programs, including online courses, workshops, and mentorship opportunities.

Compensation, Perks, and Benefits

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. This is an incentive-based position with the potential to earn more.

How to Apply

If you're passionate about building strong relationships with customers, have a knack for sales, and thrive in a dynamic, fast-paced environment, we encourage you to apply for this role. Please submit your application, including your resume and a cover letter, through our website. We look forward to hearing from you! Apply for this job