Are you a customer service and sales professional looking for a challenging and rewarding role where you can make a real impact? Do you thrive in a fast-paced environment where no two calls are ever the same? Look no further than arenaflex, the leading provider of electronic security, interactive home and business automation, and monitoring services in the United States. As an Experienced Full Stack Customer Service/Sales Representative – Retention Specialist, you will play a key role in the growth of our organization by serving as an expert problem solver in a retention and sales capacity.
**About arenaflex**
arenaflex has been in the business of helping save lives since 1874. As the #1 smart home security provider in the U.S., we help protect and connect families, businesses, and larger commercial customers every day. Our continuous innovation, advanced technology, and strategic partnerships deliver products and services that help protect life and valuables, whether at home, your business, or on the go. And as times change, so do we. Above all, our mission is clear: we help save lives for a living. Join our team today and put purpose behind your paycheck.
**The Role**
In this Remote Customer Service / Sales Representative role, you will be a Retention Specialist who's role is to retain a customer who wants to cancel their arenaflex services. You will handle a high volume of incoming calls from customers requesting to cancel and act as an expert by proactively identifying opportunities and recommending long-term solutions to keep a customer's business. The Retention Specialist's number one goal is to provide an award-winning customer experience that increases brand loyalty and retains customers for the long term. A successful retention specialist gets it right the first time by making a situation right and reducing the need for repeat calls or escalations.
**Key Responsibilities**
* Utilize customer service and sales experience daily to retain customers and grow the business
* Save the business by re-selling customers on the value of arenaflex and what matters most
* Must have sales experience, you will be expected to persuade and upsell customers while reducing customer frustration and displeasure to ultimately saving customers
* Appropriately handle back-to-back calls with care, empathy, compassion, overcoming objections, de-escalation, and professionalism to ensure the best customer experience
* Use attention to detail, listen to customer clues, to ask the right questions to uncover the issues and/or concerns to save/sell
* Leverage exceptional de-escalation skills on difficult escalated calls with a focus on identifying concerns and providing multiple offers to resolve the customer's concern
* Retain long-term business for arenaflex through customer service commitments. Provide the right solution to save the Customer
* Use proven problem-solving skills to quickly identify the cause of a cancellation request, create quick calculations to work with the customer to negotiate the right solution
* Consistently improve performance and achieve your goals
* Ability to multitask; Use several tools (10+) to help retain our customers and make them customers for life through tools like negotiating a lower rate, crediting them for billing errors, providing service to fix their system, and even selling them additional equipment
* Maintain knowledge of arenaflex policies, products, services, and systems as well as knowledge of the wireless industry, service capabilities, and other security companies
**Essential and Preferred Qualifications**
* 2+ years: in a sales role, in which you had to sell or save a customer, selling and/or saving customers in a company tied to performance
* 2+ years: Call Center Customer Service / Sales Experience
* High school diploma, GED, college degree, or some college experience
* The ability to work with numerous screens and programs open to help resolve customer issues
* Experience in Sales, Customer Retention, Customer experience, and retaining customers' loyalty to a product or service
* Be able to interpret contracts and communicate terms and conditions
* Perform quick calculations
* Active listening
* Negotiation Skills
**Skills and Competencies Required for Success**
* Excellent communication and interpersonal skills
* Ability to work in a fast-paced environment with multiple priorities and deadlines
* Strong problem-solving and analytical skills
* Ability to multitask and prioritize tasks effectively
* Excellent customer service and sales skills
* Ability to work independently and as part of a team
* Strong attention to detail and organizational skills
* Ability to maintain confidentiality and handle sensitive information
**Career Growth Opportunities and Learning Benefits**
* arenaflex is committed to the development and growth of our employees. We offer a comprehensive training program that includes on-the-job training, classroom training, and online training.
* Our training program focuses on training that equips you to be the expert within arenaflex to ensure you meet and exceed your sales targets, which increases your bonus potential.
* We provide development to advance your career with other internal roles and opportunities for your long-term success.
**Work Environment and Company Culture Highlights at arenaflex**
* arenaflex is a dynamic and fast-paced work environment that requires flexibility and adaptability.
* Our team is passionate about helping save lives and making a difference in the lives of our customers.
* We celebrate diversity and are committed to building an inclusive team that represents a variety of backgrounds, perspectives, and skills.
* arenaflex is an Equal Employment Opportunity (EEO) Employer.
**Compensation, Perks, and Benefits**
* Starting hourly rate: $18.00 per hour and will reach $21.00 per hour after 180 days of employment.
* Paid training
* Full benefits on the 1st of the month after 31 days of employment
* Energetic and engaging work environments
* Medical, Dental, Vision, 401(k) with employer matching
* Paid vacation time
* Tuition reimbursement, employee referral bonuses
* A culture of coaching, development, and career growth opportunities
**How to Apply**
If you are a motivated and results-driven individual who is passionate about customer service and sales, we encourage you to apply for this exciting opportunity. Please submit your application by [Anticipated End Date for Application Submission]. We look forward to hearing from you!
**Why Choose arenaflex?**
At arenaflex, it's more than a job, it's a noble purpose that defines us. We are the leading provider of electronic security, interactive home and business automation, and monitoring services in the United States. Every employee, from our executive leadership team to our support centers, are united under one noble purpose: we help save lives for a living. We are everyday heroes. You are doing more than earning a paycheck, you're in an important role that makes an impact in the lives of our customers every single day. Join a company of individuals with passion, commitment, drive, and ambition, using and developing our talents for good at work, home, and our communities.