Customer Service Loyalty Champion II – Empowering Customer Loyalty at arenaflex

Are you a customer service enthusiast with a passion for driving loyalty and retention? Do you thrive in a dynamic environment where innovation and creativity meet? If so, we invite you to join arenaflex's V Team as a Customer Service Loyalty Champion II. In this role, you'll be the face of arenaflex, delivering exceptional customer experiences and driving business growth through proactive measures.

About arenaflex

arenaflex is a leading provider of innovative solutions that power and empower how people live, work, and play. We're a community of people who anticipate, lead, and believe that listening is where learning begins. Our V Team is a testament to our commitment to diversity, inclusion, and employee empowerment. We're proud to be an equal opportunity employer, celebrating our employees' differences and fostering a collaborative environment that encourages authenticity and fosters a sense of belonging.

Your Role

As a Customer Service Loyalty Champion II, you'll be responsible for resolving customer needs and preventing churn, emphasizing proactive measures in your day-to-day activities. You'll be the champion of customer loyalty, turning every contact into a sale or save opportunity with a premium experience that keeps customers loyal to arenaflex. Your key responsibilities will include:

• Handling and resolving escalated customer concerns that have varying levels of complexity
• Turning every contact into a sale or save opportunity with a premium experience that keeps customers 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 and 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

Your Work Environment

You'll work from home in this remote role, with occasional in-person training 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.

Your Qualifications

To be eligible for this position, you must have:

• A 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

Even better if you have:

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

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

Equal Employment Opportunity

We're proud to be an equal opportunity employer - and celebrate our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. At arenaflex, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected, and empowered to reach their potential and contribute their best. Check out our diversity and inclusion page to learn more.

Apply Now

If you're a customer service enthusiast with a passion for driving loyalty and retention, we invite you to join arenaflex's V Team as a Customer Service Loyalty Champion II. Apply now and take the first step towards a rewarding career with a leading provider of innovative solutions. Apply Job! Apply for this job