Hybrid Customer Service & Sales Call Center Representative – Multi‑Channel Support, Retention & Technical Assistance Specialist at arenaflex

About arenaflex

arenaflex is a leading provider of communications, connectivity, and digital solutions that empower millions of customers across the United States. With a legacy of innovation, arenaflex continuously evolves its product portfolio—from wireless plans and broadband services to cutting‑edge IoT and enterprise solutions—to meet the ever‑changing demands of a hyper‑connected world. Our mission is to deliver reliable, high‑quality experiences that keep people and businesses moving forward. As part of this mission, arenaflex relies on a dedicated team of front‑line professionals who turn every customer interaction into an opportunity to build trust, solve problems, and drive growth.

Why This Role Is Unique

Our Hybrid Customer Service & Sales Call Center Representative position blends the energy of an on‑site call center with the flexibility of remote work. You will spend three to four days a week in our modern Atlanta hub (754 Peachtree Rd NE, Atlanta, GA) and one to two days working from a fully equipped home office. This hybrid model allows you to leverage state‑of‑the‑art tools—telephone, email, e‑care, TTY, live chat, and more—while developing deep expertise in arenaflex’s extensive product suite.

Key Responsibilities

• Customer Interaction: Answer inbound calls, emails, chats, and TTY requests, providing courteous, accurate, and timely assistance.
• Product Knowledge: Maintain an in‑depth understanding of arenaflex’s wireless, broadband, and device offerings, including rate plans, feature bundles, and promotional campaigns.
• Technical Support: Diagnose and resolve voice and data issues that span multiple networks, devices, and applications, escalating complex cases to Tier‑3 support when necessary.
• Sales & Retention: Identify cross‑sell and upsell opportunities, coordinate with sales channels, and execute retention strategies to preserve existing relationships.
• Billing & Adjustments: Assist customers with billing inquiries, rate‑plan changes, credits, and adjustments, ensuring accurate and transparent resolutions.
• Wireless Number Portability & Relocations: Process WLNP requests, manage relocations, and support combined‑bill scenarios.
• Device Setup & Configuration: Guide customers through laptop connect services, air‑card installations, USB device setups, and arenaflex‑provided software configuration.
• Vendor Coordination: Engage third‑party vendors and suppliers to troubleshoot service faults and expedite resolutions.
• Root‑Cause Analysis: Track recurring issues, document trends, and contribute to continuous‑improvement initiatives aimed at first‑call resolution.
• Compliance & Security: Follow arenaflex’s security protocols, maintain a clean desk policy, and participate in regular workspace audits.
• Performance Management: Review personal performance dashboards, attend coaching sessions, and meet established service‑level agreements.

Essential Qualifications

• Minimum of one year proven experience in a customer‑service or call‑center environment.
• Demonstrated ability to navigate multiple communication channels (phone, email, chat, TTY) with professionalism.
• Strong typing and keyboarding skills (minimum 45 wpm) with high accuracy.
• Basic technical aptitude for troubleshooting network, device, and application issues.
• Excellent verbal and written communication skills, with a focus on empathy and problem‑solving.
• Ability to work flexible schedules, including evenings, weekends, and holidays as business needs dictate.
• Willingness to work on‑site at the Atlanta call center when required.

Preferred Qualifications

• Experience with wireless or broadband services, preferably within a telecom or technology company.
• Familiarity with CRM platforms, ticketing systems, and remote‑support tools.
• Previous exposure to sales or retention initiatives, including meeting or exceeding commission targets.
• Advanced knowledge of networking concepts (e.g., LTE, 5G, fiber, VoIP) and device configuration.
• Certification or coursework in customer‑service excellence, technical support, or related fields.

Core Skills & Competencies

• Problem Solving: Ability to quickly diagnose issues, think critically, and propose effective solutions.
• Adaptability: Comfort with a fast‑changing environment and the capacity to learn new tools, products, and processes.
• Collaboration: Strong teamwork orientation, working closely with Tier‑3 engineers, sales teams, and vendor partners.
• Time Management: Efficiently handle multiple cases while meeting service‑level expectations.
• Customer‑Centric Mindset: Commitment to delivering exceptional experiences that foster loyalty.
• Attention to Detail: Accurate documentation of interactions, billing adjustments, and technical findings.

Work‑From‑Home (WFH) Requirements

• Verified high‑speed internet with at least 12 Mbps upload and 18 Mbps download.
• Dedicated workspace that includes a desk, ergonomic chair, power outlet, surge protector, and a direct LAN connection.
• Arenaflex will provide a computer, monitor, keyboard, mouse, headset, and mobile device for work purposes.
• Compliance with arenaflex’s security standards: encrypted connections, regular software updates, and adherence to Clean Desk policies.
• Participation in periodic remote‑desktop observations, call recordings, webcam checks, and workspace photo audits.
• Availability during scheduled shifts, with the ability to respond promptly to volume spikes or emergency situations.

Compensation, Perks & Benefits

arenaflex offers a competitive hourly wage starting at $18.31, with the potential to earn up to $3,000 in monthly commissions based on sales performance. In addition to base pay, you will enjoy a comprehensive benefits package that includes:

• Medical, dental, and vision coverage with multiple plan options.
• 401(k) retirement savings plan with company match.
• Tuition reimbursement for continued education and professional development.
• Paid time off (minimum 23 vacation days per year) plus 9 company‑designated holidays.
• Paid parental, caregiver, and adoption leave.
• Short‑term and long‑term disability insurance.
• Life and accidental death insurance.
• Supplemental benefits such as critical illness, accident hospital indemnity, and group legal plans.
• Employee Assistance Program (EAP) and extensive wellness initiatives.
• Discounts of up to 50 % on arenaflex mobility plans, internet services, and device accessories.

Career Growth & Learning Opportunities

arenaflex invests heavily in employee development. As a Hybrid Customer Service & Sales Representative, you will receive:

• Paid, blended classroom and virtual training covering product knowledge, technical troubleshooting, sales techniques, and compliance.
• Ongoing coaching sessions, performance dashboards, and mentorship from senior agents.
• Access to a learning portal with courses on emerging technologies (5G, IoT, cloud services) and soft‑skill development.
• Clear career pathways to roles such as Senior Support Specialist, Retention Analyst, Sales Team Lead, or Technical Operations Manager.
• Opportunities to participate in cross‑functional projects, pilot new tools, and contribute to process‑improvement initiatives.

Work Environment & Culture at arenaflex

Our Atlanta hub is designed for collaboration and comfort, featuring open workspaces, quiet zones, and modern breakout areas. The hybrid model encourages a healthy work‑life balance, allowing you to enjoy the energy of a bustling call center while also benefiting from the focus and convenience of a home office. arenaflex’s culture is built on:

• Inclusivity: A diverse workforce where every voice is valued.
• Innovation: Encouragement to experiment with new ideas and technologies.
• Recognition: Regular awards, spot bonuses, and public acknowledgment of outstanding performance.
• Community: Volunteer programs, employee resource groups, and team‑building events.

Application Process

If you are 18 years or older, possess a passion for helping customers, and thrive in a dynamic, technology‑driven environment, we want to hear from you. To apply, click the link below, submit your resume, and complete the brief assessment. Our recruiting team will review your application and reach out to schedule an interview.

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Equal Opportunity Statement

arenaflex is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Employment decisions are made without regard to age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity or expression, genetic information, marital status, veteran status, or any other characteristic protected by applicable law. Reasonable accommodations are available for qualified individuals with disabilities.