Customer Experience Champion II – Empowering Exceptional Customer Journeys at arenaflex

Are you a customer experience enthusiast with a passion for delivering exceptional service? Do you thrive in a dynamic environment where innovation meets customer-centricity? Look no further than arenaflex, a leading provider of training, technology, and communications services. As a Customer Experience Champion II, you'll be at the forefront of shaping arenaflex's customer experience, driving growth, and fostering a culture of excellence.

About arenaflex

arenaflex is a global leader in the industry, transforming the way we connect across the globe. Our diverse network of talented individuals is driven by a shared ambition to shape a better future. At arenaflex, we empower our employees to learn, grow, and thrive in a fast-paced environment where technology meets creativity. Our V Team is a community of people who anticipate, lead, and believe that listening is where learning begins. We come together in times of crisis and celebration, lifting our communities and building trust in how we show up, everywhere & always.

What You'll Be Doing

As a Customer Experience Champion II, you'll be responsible for resolving customer needs through first-contact resolution and enhancing customer experiences with an emphasis on discovery, efficiency, and quality in your day-to-day activities. Your key responsibilities will include:

• Handling and resolving customer concerns, while educating customers with varying complexity levels of device-related inquiries.
• Turning every contact into a sell or save opportunity with a premium experience so customers will want to stay loyal to arenaflex.
• Embracing the Service Plus mindset by resolving customer concerns and future concerns.
• Providing an exceptional experience through discovery and targeted recommendations while leveraging customer-specific insights.
• Navigating systems and using tools and resources to be self-sufficient and effectively provide billing explanations for the customers in your queue.
• Serving as a brand ambassador and advocate for customers newly joined to arenaflex, throughout every contact and highlighting all that arenaflex has to offer through our products and services.
• Practicing an acceptable level of Business Acumen that encompasses the best interest of the Company, Customer, and fellow employees.
• After issues have been resolved, identifying plans and services that would suit customer needs in order to prevent future contacts.

Where You'll Be Working

You'll work from home in this remote role, with occasional in-person training and meetings. To be eligible for this position, your home must be in Florida and within a reasonable commute to the arenaflex hub location specified on this job posting. Onsite presence is required for onboarding, training, and periodic center collaboration based on business needs.

What We're Looking For

To succeed 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 goals.
• Promote and provide solutions about arenaflex products, including phone, home internet, and other services on each call, ability to meet and exceed monthly sales targets.
• Willingness to work a rotating schedule (shifts) including nights, weekends, and holidays based on the needs of the business.
• The ability to work an assigned shift schedule, including static start, stop, breaks, and meal times, for up to or greater than 6 months at a time based on business needs.
• Meet all home office requirements, including a private work space, minimum internet speed, and desk for the required equipment provided.

Even Better If You Have

* A degree.

• Experience with Google's G-Suite (e.g., Docs, Sheets) and Microsoft Office Suite (Word, Excel).
• Experience troubleshooting hardware, software, applications, network, and device issues.
• Experience promoting and upselling products or services.

Home Office Requirements

* In this remote role, you'll work from home with occasional in-person meetings and training.

• Home office must be located within the contiguous United States.
• 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.
• The ability to self-manage in a remote work environment, including setup of company-provided computer equipment and ongoing proactive, skilled, and effective management of your home network and connections.

Equal Employment Opportunity

We're proud to be an equal opportunity employer - and celebrate 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 Now

If arenaflex and this role sound like a fit for you, we encourage you to apply even if you don't meet every "even better" qualification listed above. Join our community of passionate individuals who are shaping the future of customer experience. Apply now and take the first step towards an exciting career at arenaflex! Apply for this job