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

Are you a customer service professional looking for a challenging and rewarding role that offers the flexibility of remote work? Do you have a passion for delivering exceptional customer experiences and driving business growth? Look no further! arenaflex is seeking an Experienced Full Stack Customer Service Loyalty Champion II to join our Remote Workforce Management team.

About arenaflex

arenaflex is a leading provider of innovative solutions that empower individuals and businesses to thrive in a rapidly 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. You'll handle and resolve 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. You'll also:

• Embrace the Service Plus mindset by resolving customer concerns and future concerns
• Grow the business by completing a full end-to-end account analysis
• Execute targeted loyalty and retention strategies for high-value and at-risk customers
• Provide an exceptional experience by listening for bells of churn during conversations while leveraging historical reports
• Navigate systems and utilize available tools and resources to be self-sufficient and effectively provide all applicable offers available for the customers in your queue
• Serve 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
• Apply business acumen to make informed decisions that balance customer satisfaction with cost-effectiveness
• After resolving issues, identify 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. You'll be required to attend some in-person training and onsite call-taking during initial training/transition, followed by periodic in-person meetings and events throughout the year. The location is Temple Terrace, FL (7701 Telecom Pkwy).

What We're Looking For

To be eligible for this position, you must 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). 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.
• 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.

Equal Employment Opportunity

arenaflex is proud to be 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. 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.

Ready to Apply?

If you are a motivated individual ready to contribute to a thriving team, we encourage you to apply now! We are excited to review your application. apply to this job Apply for this job