Experienced Full Stack Customer Service Loyalty Champion II – Remote Workforce Management

At arenaflex, we're not just looking for exceptional customer service representatives; we're seeking passionate and dedicated professionals who can accelerate their careers as Customer Service Loyalty Champions II. This is a unique opportunity to join our remote workforce management team and make a meaningful impact on customer satisfaction and loyalty.

About arenaflex

arenaflex is a leading provider of innovative solutions and services that empower individuals and businesses to thrive in an ever-changing world. Our mission is to power and empower how people live, work, and play by connecting them to what brings them joy. We're a community of people who anticipate, lead, and believe that listening is where learning begins. In crisis and in celebration, we come together – lifting our communities and building trust in how we show up, everywhere & always.

What You'll Be Doing

As a Customer Service Loyalty Champion II, you'll be responsible for resolving customer needs and preventing churn, emphasizing proactive measures in your day-to-day activities. Your key responsibilities will include:

• Handling and resolving escalated customer concerns that have varying levels of complexity
• Turning every contact into a sale or save opportunity with a premium experience so customers will stay loyal to arenaflex
• Embracing the Service Plus mindset by resolving customer concerns and future concerns
• Growing the business, which includes completing a full end-to-end account analysis
• Executing targeted loyalty and retention strategies for high-value and at-risk customers
• Providing an exceptional experience by listening for bells of churn during conversations while leveraging historical reports
• Navigating systems and utilizing available tools and resources to be self-sufficient and effectively provide all applicable offers available for the customers in your queue
• Serving as a brand ambassador and advocate for your customers throughout every contact and highlighting all that arenaflex has to offer through our products and services
• Applying business acumen to make informed decisions that balance customer satisfaction with cost-effectiveness
• After resolving issues, identifying plans, products, and services that would suit customer needs 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, you must be within a reasonable commute to the hub location in Florida. 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 to have:

• 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 and retention goals
• Willingness to work a rotating schedule (shifts), including nights, weekends, and holidays, based on the needs of the business
• You must meet all home office requirements, including a private workspace, minimum internet speed, and a desk for the required equipment provided

Even better if you have:

• A degree
• Experience troubleshooting customer's products and services and working knowledge of our network to position network solutions
• Experience promoting and upselling products or services
• One or more years of Retention experience
• Based on the required in-person training and periodic center collaborations of this role, candidates should live in Florida within a 75-mile radius of our listed hub location

Home Office Requirements

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

• The home office must be located within the state of Florida and within a reasonable commute to the hub location specified on this job posting to attend training and periodic meetings as indicated by the business
• 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
• Ability to self-manage in a remote work environment, including setting up company-provided computer equipment and ongoing proactive, skilled, and effective management of your home network and connections

Career Growth Opportunities and Learning Benefits

At arenaflex, we're committed to helping our employees grow and develop their careers. As a Customer Service Loyalty Champion II, you'll have access to:

• Ongoing training and development programs to enhance your skills and knowledge
• Opportunities for career advancement and professional growth
• A collaborative and inclusive work environment that encourages innovation and creativity
• Recognition and rewards for outstanding performance and contributions

Work Environment and Company Culture

arenaflex is a dynamic and fast-paced work environment that values diversity, equity, and inclusion. We're committed to creating a workplace culture that's inclusive, respectful, and supportive of all employees. Our company culture is built on the principles of:

• Empowerment: We empower our employees to take ownership of their work and make decisions that drive results
• Collaboration: We collaborate with our colleagues to achieve common goals and objectives
• Innovation: We encourage innovation and creativity to drive business growth and improvement
• Respect: We respect and value the diversity of our employees and customers

Compensation, Perks, and Benefits

arenaflex offers a competitive salary package, including:

• A competitive salary, commensurate with experience
• Ongoing training and development programs
• Opportunities for career advancement and professional growth
• A collaborative and inclusive work environment
• Recognition and rewards for outstanding performance and contributions
• A comprehensive benefits package, including medical, dental, and vision insurance
• A 401(k) retirement plan with company match
• Paid time off and holidays
• Flexible work arrangements, including remote work options

Equal Employment Opportunity

arenaflex is an equal opportunity employer and celebrates our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. We're committed to creating a workplace culture that's inclusive, respectful, and supportive of all employees.

Ready to Apply?

If you're a motivated individual ready to contribute to a thriving team, we encourage you to apply now! We're excited to review your application and look forward to hearing from you. Apply for this job