Experienced Customer Service Loyalty Champion II – Remote Role Focused on Delivering Exceptional Customer Experiences and Driving Business Growth through Proactive Retention Strategies

Introduction to arenaflex At arenaflex, we empower people to live, work, and play by connecting them to what brings them joy. We are a community of innovators, creatives, and impact-driven individuals who believe in the power of listening and learning. Our team is built on the principles of anticipation, leadership, and trust, and we come together to lift our communities and make a positive impact in the world. If you're looking for a career where you can share your ideas, grow, and thrive, then join the arenaflex team and be part of a dynamic and inclusive environment that celebrates diversity and promotes excellence. Job Overview As a Customer Service Loyalty Champion II at arenaflex, you will play a critical role in resolving customer needs, preventing churn, and driving business growth through proactive retention strategies. You will be responsible for handling escalated customer concerns, turning every contact into a sale or save opportunity, and providing an exceptional customer experience that showcases the value of our products and services. If you have a passion for customer service, sales, and retention, and are looking for a challenging and rewarding role that offers opportunities for growth and development, then this could be the perfect fit for you. Key Responsibilities Handle and resolve escalated customer concerns in a professional and efficient manner, emphasizing proactive measures to prevent future issues. Turn every customer contact into a sale or save opportunity, leveraging your sales acumen and knowledge of our products and services to drive revenue growth and customer retention. Embody the Service Plus mindset by resolving customer concerns and anticipating future needs, providing a premium experience that exceeds customer expectations. Conduct full end-to-end account analyses to identify opportunities for growth and retention, and execute targeted loyalty and retention strategies for high-value and at-risk customers. Provide an exceptional customer experience by listening for signs of churn, leveraging historical reports, and navigating systems and tools to provide personalized solutions and offers. Serve as a brand ambassador and advocate for our customers, highlighting the value of our products and services and promoting a positive brand image. Apply business acumen to make informed decisions that balance customer satisfaction with cost-effectiveness, and identify plans, products, and services that meet customer needs and prevent future contacts. Essential Qualifications Bachelor's Degree or one or more years of customer service experience. One or more years of sales experience, with a strong sales acumen and a track record of meeting or exceeding revenue and retention goals. Experience resolving complex customer issues, including escalations, billing, and product Q&A. Willingness to work a rotating schedule, including nights, weekends, and holidays, based on the needs of the business. Ability to meet all home office requirements, including a private workspace, minimum internet speed, and a desk for the required equipment provided. Preferred Qualifications A degree in a related field, such as business, marketing, or communications. Experience troubleshooting customer products and services, with a working knowledge of our network and the ability to position network solutions. Experience promoting and upselling products or services, with a strong understanding of sales principles and techniques. One or more years of retention experience, with a proven track record of driving customer loyalty and retention. Work Environment and Company Culture At arenaflex, we are committed to creating a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We celebrate our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status, and we strive to create a workplace where everyone feels valued, connected, and empowered to reach their potential and contribute their best. Remote Work Arrangements This is a remote role, with occasional in-person trainings and meetings. You will be required to work from home, with a dedicated, quiet, and private workspace that meets our home office requirements. You must be located within a reasonable commute to the hub location in Florida, and be willing to attend occasional in-person meetings and trainings. Home Office Requirements Internet service with a direct connection to a cable or fiber modem capable of at least 25mbps. A dedicated, quiet, and private workspace. 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 are committed to helping our employees grow and develop in their careers. We offer a range of training and development programs, including onboarding, training, and periodic center collaboration based on business needs. You will have the opportunity to work with a talented team of professionals who are passionate about customer service, sales, and retention, and you will be supported in your career goals and aspirations. Compensation, Perks, and Benefits We offer a competitive compensation package, including a salary, benefits, and perks that recognize and reward your contributions to our business. You will be eligible for a range of benefits, including health insurance, retirement savings, and paid time off, and you will have access to a range of perks, including discounts on our products and services, and opportunities for professional development and growth. Conclusion If you are a motivated and results-driven customer service professional who is looking for a challenging and rewarding role that offers opportunities for growth and development, then we encourage you to apply for this exciting opportunity. At arenaflex, we are committed to creating a workplace where everyone feels valued, connected, and empowered to reach their potential and contribute their best. Join our team and be part of a dynamic and inclusive environment that celebrates diversity and promotes excellence. Apply for this job