Experienced Retention and Customer Service Representative – Remote Opportunity to Save Lives and Grow Your Career

Are you passionate about delivering exceptional customer experiences and making a real impact in people's lives? Do you thrive in a dynamic, fast-paced environment where no two days are the same? Look no further than arenaflex, the leading provider of electronic security, interactive home and business automation, and monitoring services in the United States. As an Experienced Retention and Customer Service Representative, you will play a critical role in retaining customers, resolving issues, and driving business growth while working from the comfort of your own home.

About arenaflex

arenaflex has been a trusted name in the industry since 1874, with a rich history of innovation, advanced technology, and strategic partnerships. Our mission is clear: we help save lives for a living. With a strong commitment to customer satisfaction, we strive to provide an award-winning experience that increases brand loyalty and retains customers for the long term. Join our team today and be part of a noble purpose that defines us.

The Role

As an Experienced Retention and Customer Service Representative, you will be a key member of our team, responsible for retaining customers who want to cancel their arenaflex services. Your primary goal is to provide an exceptional customer experience, identify opportunities, and recommend long-term solutions to keep customers' businesses. You will work closely with customers and coworkers in a dynamic, collaborative environment, utilizing your customer service and sales experience to save the business and reduce customer frustration.

Key Responsibilities

* Handle a high volume of incoming calls from customers requesting to cancel and act as an expert by proactively identifying opportunities and recommending long-term solutions to keep a customer's business.

• Provide an award-winning customer experience that increases brand loyalty and retains customers for the long term.
• Utilize customer service and sales experience daily to save the business and reduce customer frustration.
• Must have sales experience, persuading and upselling customers while reducing customers' frustration and displeasure to ultimately saving customers.
• Appropriately handle back-to-back calls with care, empathy, compassion, overcoming objections, de-escalation, and professionalism to ensure the best customer experience.
• Use attention to detail, listen to customer clues, to ask the right questions to uncover the issues and/or concerns to save/sell.
• Leverage exceptional de-escalation skills on difficult escalated calls with a focus on identifying concerns and providing multiple offers to resolve the customer's concern.
• Retain long-term business for arenaflex through customer service commitments. Provide the right solution to save the Customer.
• Use proven problem-solving skills to quickly identify the cause of a cancellation request, create quick calculations to work with the customer to negotiate the right solution.
• Consistently improve performance and achieve your goals.
• Ability to multitask; Use several tools (10+) to help retain our customers and make them customers for life through tools like negotiating a lower rate, crediting them for billing errors, providing service to fix their system, and even selling them additional equipment.
• Maintain knowledge of arenaflex policies, products, services, and systems as well as knowledge of the wireless industry, service capabilities, and other security companies.

Requirements

* 2+ years of experience in a sales role, in which you had to sell or save a customer, selling and/or saving customers in a company tied to performance.

• 2+ years of Call Center Customer Service / Sales Experience.
• High school diploma, GED, college degree, or some college experience.
• Private, undisturbed place to work from home, free from any distractions.
• Designated distraction-free place to work from home.
• High-speed internet: DSL, Cable, or Fiber internet service with the ability to hardwire via ethernet from cable modem to your PC.
• Internet Speeds of at least 50mbps to download and 25mbps to upload.

Training and Development

* During our 8-week program, you will receive daily support from our training and onboarding teams to ensure you are successful.

• Your learning journey is focused on product knowledge, selling/saving, competition, and systems training.
• Our training program focuses on training that equips you to be the expert within arenaflex to ensure you meet and exceed your sales targets, which increases your bonus potential.
• We provide development to advance your career with other internal roles and opportunities for your long-term success.

What We Offer

* Culture is Everything! You are not joining a company – you are joining a family who all share the same goal - Saving Lives.

• Development, Development, Development! - We are serious about creating a culture of career advancement! We want you to achieve your goals personally and professionally!
• arenaflex - It's an Experience! We create an inclusive experience for every employee focused on family, partnership, development, incentives, and fun!

Schedule

* Our department is closed on weekends and most holidays, allowing our employees to enjoy every weekend off!

Pay and Benefits

* Paid Training

• Full benefits on the 1st of the month after 31 days of employment
• Energetic and engaging work environments
• Medical, Dental, Vision, 401(k) with employer matching
• Paid vacation time
• Tuition reimbursement, employee referral bonuses
• A culture of coaching, development, and career growth opportunities

Pay and Benefits Disclosure

* The starting hourly rate for this position is $18.00 per hour and will reach $21.00 per hour after 180 days of employment. (You will receive incremental increases of $0.50 every 30 days until the rate of $21.00 is reached).

• We offer employees access to healthcare benefits, a 401(k) plan and company match, short-term and long-term disability coverage, life insurance, wellbeing benefits, and paid time off among others. Employees accrue up to 120 hours in their first year. Your accrual rate increases after your first year. We also offer 6 paid holidays.

Why Choose arenaflex?

At arenaflex, it's more than a job, it's a noble purpose that defines us. We are the leading provider of electronic security, interactive home and business automation, and monitoring services in the United States. Every employee, from our executive leadership team to our support centers, are united under one noble purpose: we help save lives for a living. We are everyday heroes. You are doing more than earning a paycheck; you're in an important role that makes an impact in the lives of our customers every single day. Join a company of individuals with passion, commitment, drive, and ambition, using and developing our talents for good at work, home, and our communities.

Equal Employment Opportunity

arenaflex is an Equal Employment Opportunity (EEO) Employer. We celebrate diversity and are committed to building an inclusive team that represents a variety of backgrounds, perspectives, and skills. arenaflex strives to ensure every employee and applicant feels valued. Visit us at [arenaflex website URL] to learn more. If you're passionate about delivering exceptional customer experiences and making a real impact in people's lives, apply now to join our team as an Experienced Retention and Customer Service Representative. Apply for this job