Join arenaflex, the #1 smart home security provider in the U.S., and become a part of a team that helps protect and connect families, businesses, and larger commercial customers every day. As a Remote Customer Service/Sales Representative, 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. 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. Our mission is clear: we help save lives for a living. We're not just a company – we're a family who shares the same goal. Join us today and put purpose behind your paycheck.
**The Role**
As a Remote Customer Service/Sales Representative, 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. Your number one goal is to provide an award-winning customer experience that increases brand loyalty and retains customers for the long term.
**Key Responsibilities**
* Utilize customer service and sales experience daily to 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 customer while reducing customers 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
* 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
* Strong problem-solving and analytical skills
* Ability to multitask and prioritize tasks effectively
* Strong customer service skills with a focus on retention and sales
* Ability to work independently with minimal supervision
* Strong technical skills, including proficiency in CRM software and other sales tools
**Career Growth Opportunities and Learning Benefits**
* Paid training for the first 8-12 weeks in Wichita, KS
* Daily support from our training and onboarding teams to ensure you are successful
* Learning journey focused on product knowledge, selling/saving, competition, and systems training
* Development to advance your career with other internal roles and opportunities for your long-term success
* Culture of coaching, development, and career growth opportunities
**Work Environment and Company Culture Highlights at arenaflex**
* Culture is Everything! You are not joining a company – you are joining a family who all share the same goal – Saving Lives.
* Development, Development, Development! – We are serious about creating a culture of career advancement! We want you to achieve your goals personally and professionally!
* arenaflex – It's an Experience! We create an inclusive experience for every employee focused on family, partnership, development, incentives, and fun!
**Compensation, Perks, and Benefits**
* Starting hourly rate of $18.00 per hour and will reach $21.00 per hour after 180 days of employment
* Incremental increases of $0.50 every 30 days until the rate of $21.00 is reached
* 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
**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 for residences and small businesses 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.
**How to Apply**
If you're passionate about making a difference in people's lives and want to join a team that shares your values, apply today! We're an Equal Employment Opportunity (EEO) Employer and celebrate diversity and are committed to building an inclusive team that represents a variety of backgrounds, perspectives, and skills. Visit us at jobs.arenaflex.com/diversity to learn more.