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

At arenaflex, we're not just a company – we're a community of innovators, thinkers, and doers who share a passion for connecting people and empowering them to live, work, and play to their fullest potential. As a Customer Service Loyalty Champion II, you'll be at the forefront of our customer-centric approach, working tirelessly to resolve customer needs, prevent churn, and drive growth through proactive measures and exceptional experiences.

What You'll Be Doing

As a champion on the Loyalty team, you'll be responsible for delivering top-notch customer service, resolving complex customer concerns, and turning every contact into a sale or save opportunity. Your day-to-day activities will be centered around:

• Handling and resolving escalated customer concerns with varying levels of complexity
• Providing a premium experience to customers, ensuring they stay loyal to arenaflex
• Embracing the Service Plus mindset by resolving customer concerns and future concerns
• Growing the business through end-to-end account analysis and targeted loyalty and retention strategies
• 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 and leveraging historical reports
• Navigating systems and utilizing available tools and resources to be self-sufficient and effectively provide all applicable offers available for customers in your queue
• Serving as a brand ambassador and advocate for 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
• Identifying plans, products, and services that would suit customer needs to prevent future contacts

Where You'll Be Working

As a remote role, you'll work from home with occasional in-person trainings and meetings. You'll be required to work from a location within the state of Florida, within a reasonable commute to the hub location in Temple Terrace, FL (7701 Telecom Pkwy). Onsite presence is required for onboarding, training, and periodic center collaboration based on business needs.

What We're Looking For

To be successful in this role, you'll need:

• 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

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

Scheduled Weekly Hours

40 hours per week

Equal Employment Opportunity

arenaflex is proud to be an equal opportunity employer – and celebrates 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 Job! Apply for this job