Experienced Inbound Customer Service Retention Representative – Drive Customer Loyalty and Growth at arenaflex

At arenaflex, we're dedicated to providing exceptional customer experiences that drive loyalty and growth. As an Experienced Inbound Customer Service Retention Representative, you'll play a vital role in resolving customer concerns, retaining business, and delivering personalized attention to our valued customers. If you're passionate about building strong customer relationships, driving results, and adapting to dynamic situations, we want to hear from you!

About arenaflex

arenaflex is a leading provider of innovative solutions and services that empower our customers to achieve their goals. We're committed to fostering a culture of inclusivity, diversity, and growth, where our associates can thrive and reach their full potential. Our focus on developing our people and building proud, dynamic teams has earned us a reputation as a great place to work.

Position Overview

As an Experienced Inbound Customer Service Retention Representative, you'll be responsible for receiving inbound calls from customers who are requesting termination of service(s) or seeking to cancel their accounts. Your primary objective will be to resolve concerns, present root cause-related offers, and retain customers through explanation of the overall value, features, and benefits of our products and services. You'll work in a commission or incentive pay-driven environment, using high-value saving techniques to meet product and service sales retention targets.

Responsibilities

• Receive inbound calls from canceling customers and resolve concerns to retain their business

• Provide immediate follow-up on customer complaints/concerns, setting proper expectations and next steps for the customer
• Escalate customer issues requiring extensive problem-solving to ensure a close-loop customer experience and learning opportunities for arenaflex
• Apply 5 Pillar Quality standards in accordance with the arenaflex QA Model
• Use save training and specialized offers to retain customers
• Notify customers and designated personnel of findings, adjustments, and recommendations, such as refunds, credits, or bill adjustments
• Update and maintain customer databases with accurate customer information and timely data entry
• Positively represent the arenaflex brand in all written and oral communications and correspondence

Competencies

• Customer Focus: Build strong customer relationships and deliver customer-centric solutions

• Drives Results: Consistently achieve results, even under tough circumstances
• Situational Adaptability: Adapt approach and demeanor in real-time to match the shifting demands of different situations
• Accountability: Hold self and others accountable to meet commitments
• Problem Solving and Decision Making: Analyze complex customer issues and make informed decisions to resolve concerns

Education and Experience Requirements

• High school diploma or general education degree (GED); or up to one-year related experience and/or training, or an equivalent combination of education and experience

• At least 1 year of sales or 2 years of customer care experience
• Associate degree from a two-year college or technical school preferred

Knowledge, Skills, and Abilities

• Ability to build customer relationships and provide customer service

• Knowledge and ability to cope with and resolve escalated customer service issues
• Conflict resolution skills
• Knowledge of company products and services
• Attention to detail and accuracy
• Written and verbal communication skills
• Computer skills with Microsoft Office applications (Word, Excel, Outlook, PowerPoint)
• Mathematical skills to calculate figures and amounts, such as discounts, commissions, proportions, percentages, area, and volume
• Time management skills, including punctuality for on-time attendance
• Ability to prioritize, organize, and perform multiple tasks

Physical Demands & Working Conditions

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Regularly required to:

• Sit, stand, and walk
• Use hands and arms to handle, feel, or reach
• Speak and hear
• Use close vision abilities

Occasionally required to:

• Lift or move up to 25 lbs. independently
• Stoop, kneel, crouch, or crawl

Working Conditions:

• Low to moderate noise level
• Minimal adverse conditions

Ability to Speak, Read, and Write Fluently in English

You MUST BE physically located in the United States while performing this job.

arenaflex's Commitment to Diversity and Inclusion

arenaflex is proud to affirm our commitment to hiring veterans. We recognize and appreciate the exceptional skills, dedication, and leadership that veterans bring to the workforce. By fostering an inclusive and diverse environment, we aim to leverage the unique experiences of veterans, creating a richer, more dynamic workplace.

Compensation and Benefits

We offer a competitive salary range of $27,669.00 - $51,188.00, based on qualifications, experience, and other considerations permitted by law. Most candidates will start in the bottom half of the pay range, with the upper end reserved for candidates with extensive experience. In addition to monetary compensation, we offer benefits, including Medical/Dental/Vision insurance and Company-matching 401(k) in addition to other programs and perks.

How to Apply

If you're a motivated and customer-focused individual who is passionate about driving results and adapting to dynamic situations, we encourage you to apply for this exciting opportunity. Please visit our website at [arenaflex website] to submit your application. We look forward to hearing from you!

Equal Opportunity/Affirmative Action Employer

arenaflex is an Equal Opportunity/Affirmative Action Employer - Minorities/Females/Protected Veterans/Individuals with Disabilities. To learn more, please visit EEOC/EEO | arenaflex (arenaflex website).

Disclaimer

To view our disclaimer, please visit [arenaflex website]. Apply for this job