Experienced Customer Service Representative - Retention (Hybrid) at arenaflex

At arenaflex, we're committed to delivering exceptional customer experiences that exceed our customers' expectations. As a leading provider of innovative solutions and services, we're seeking a highly skilled and motivated Customer Service Representative - Retention to join our team. In this hybrid role, you'll have the opportunity to work from home and in our Little Rock, Arkansas office, providing top-notch support to our customers and helping us achieve our retention goals.

About arenaflex

arenaflex is a global leader in communications and technology, with a rich history dating back nearly 150 years. We've been pioneers in making connections, from the invention of the telephone to the widespread availability of 5G and Fiber. Our mission is to bring families, communities, and businesses together with the products and services they need to thrive every day. At arenaflex, we're passionate about innovation, customer satisfaction, and making a positive impact on the world.

Job Summary

As a Customer Service Representative - Retention, you'll play a critical role in sustaining customer relationships and preventing churn. You'll work in a fast-paced environment, handling a high volume of customer interactions via phone, chat, email, or other channels. Your goal will be to deliver personalized and timely solutions to effectively service customers and retain their business. You'll be an expert at simplifying complex explanations, troubleshooting issues, and escalating complex problems to Tier 3 support when necessary.

Key Responsibilities

* Provide exceptional customer service to customers via phone, chat, email, or other channels

• Utilize problem-solving skills to deescalate issues and reverse cancellation requests into save opportunities
• Leverage solution-based retention strategies to address customer needs and reintroduce the value and benefits of arenaflex's products and services
• Meet monthly retention goals and foster customer loyalty while delivering an exceptional customer experience
• Work in a fast-paced environment handling a high volume of customer interactions
• Use multiple tools and systems to resolve various service, billing, and payment inquiries, as well as maintain customer records
• Perform basic troubleshooting and engage Tier 3 support to resolve customer-impacting issues that span multiple networks (Internet, voice, and data services)
• Cross-train to address a broad range of customer service call types, including collections, retention, sales channel coordination, billing and adjustments, and advanced technical support

What You'll Need

* Call center or customer service experience

• Flexibility to work any schedule during hours of operation (day, evening, weekend, or holiday hours)
• Occasional overtime may be required
• WFH Requirements:

+ Verified internet service (secure, reliable, and dedicated high-speed is required to support business needs) + Established dedicated work area (desk, chair, electrical outlet, direct LAN connection) + AT&T will provide all the equipment you'll need to get started (keyboard, monitor, computer, mobile device, etc.) + Your workspace will need to be in alignment with WFH standards (e.g., technical, security, physical, noise levels, Clean Desk policy, etc.) + You will participate in workspace audits (e.g., remote desktop observation, call and screen recordings, live webcam monitoring, pictures of workspace setup, video chats, etc.)

What We Offer

* Paid training and additional resources to support success in your new role

• Competitive salary range ($31,200 - $36,218) + up to $12,000 in commissions yearly if all sales goals are met
• Amazing perks and benefits, including:

+ Medical/Dental/Vision coverage + 401(k) plan + Tuition reimbursement program + Paid Time Off and Holidays (based on date of hire, at least 23 days of vacation each year and 9 company-designated holidays) + Paid Parental Leave + Additional sick leave beyond what state and local law require may be available but is unprotected + Adoption Reimbursement + Disability Benefits (short term and long term) + Life and Accidental Death Insurance + Supplemental benefit programs: critical illness/accident hospital indemnity/group legal + Employee Assistance Programs (EAP) + Extensive employee wellness programs + Employee discounts up to 50% off on eligible arenaflex mobility plans and accessories, arenaflex internet (and fiber where available), and arenaflex phone

Career Growth Opportunities

At arenaflex, we're committed to helping our employees grow and develop their careers. As a Customer Service Representative - Retention, you'll have the opportunity to:

• Develop your problem-solving and communication skills
• Learn about the latest technology, devices, and arenaflex's products and services
• Cross-train to address a broad range of customer service call types
• Participate in training programs and workshops to enhance your skills and knowledge
• Take on new challenges and responsibilities as you grow and develop in your role

How to Apply

If you're a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity. Please submit your application through our website, and we'll be in touch to discuss your qualifications further. Apply To This Job

Equal Employment Opportunity

arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to providing a work environment that is free from discrimination and harassment, and where all employees feel valued, respected, and supported. Apply for this job