Job Title: Customer Experience Champion II - Delivering Exceptional Service and Driving Growth at arenaflex
Job Description:
About arenaflex
At arenaflex, we're more than just a company - we're a community of innovators, thinkers, and doers who are passionate about shaping the future of technology and communication. We're a diverse network of people driven by our shared ambition to make a positive impact on the world. Our mission is to empower individuals and businesses to connect, innovate, and thrive in a rapidly changing world.Join the arenaflex Team
If you're looking for a career that's more than just a job, where you can share your ideas, learn, grow, and thrive, then arenaflex is the place for you. We're a company that values creativity, innovation, and collaboration, and we're committed to creating a workplace that's inclusive, supportive, and empowering.About the Role
As a Customer Experience Champion II at arenaflex, you'll play a critical role in delivering exceptional service and driving growth for our customers. You'll be responsible for resolving customer needs through first-contact resolution, enhancing customer experiences, and promoting our products and services to meet and exceed revenue goals.Key Responsibilities:
- 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.
Work Environment and Culture
As a remote employee, you'll work from home with occasional in-person trainings and meetings. You'll be part of a dynamic and supportive team that values collaboration, innovation, and inclusivity. We're committed to creating a workplace that's flexible, adaptable, and empowering, where you can learn, grow, and thrive.Requirements
To be eligible for this position, you'll need to have:- 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.
Preferred Qualifications
While not required, it's a plus 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
As a remote employee, you'll need to meet the following 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).
- 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.