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 critical role in retaining customers and driving business growth for arenaflex.
**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. At arenaflex, we're committed to creating a culture of career advancement, where every employee has the opportunity to grow and succeed.
**The Role**
As a Retention Specialist, you will be responsible for retaining customers who are requesting to cancel their arenaflex services. 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. You will handle a high volume of incoming calls from customers, proactively identifying opportunities and recommending long-term solutions to keep a customer's business.
**Key Responsibilities**
* Utilize customer service and sales experience daily to retain customers and drive business growth
* Save the business by re-selling customers on the value of arenaflex and what matters most
* Must have sales experience, with a proven track record of selling and 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
* 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
**Requirements**
* 2+ years of experience in a sales role, with a proven track record of selling and saving customers
* 2+ years of Call Center Customer Service/Sales Experience
* High school diploma, GED, college degree, or some college experience
* Attendance adherence is critical to your success. Training/Onboarding attendance is required for the length of the training program every day for 8 weeks. Any time missed affects your success.
* Private, undisturbed place to work from home, free from any distractions
* Designated distraction-free place to work from home
* High-speed internet: DSL, Cable, or Fiber internet service with the ability to hardwire via ethernet from cable modem to your PC
* 5G Home Internet and Fixed wireless internet are not accepted providers.
* Internet Speeds of at least 25mbps to download and 15mbps to upload.
**Training and Development**
* This role has onsite training required at our Wichita, KS office.
* During our 8-week program, you will receive daily support from our training and onboarding teams to ensure you are successful.
* Your learning journey is focused on product knowledge, selling/saving, competition, and systems 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.
**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. Join a company of individuals with passion, commitment, drive, and ambition, using and developing our talents for good at work, home, and our communities.
**Benefits and Compensation**
* 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
* The starting hourly rate for this position is $18.00 per hour and will reach $21.00 per hour after 180 days of employment. (You will receive incremental increases of $0.50 every 30 days until the rate of $21.00 is reached).
**Schedule**
* Our department is closed on weekends and most holidays, allowing our employees to enjoy every weekend off!
**Equal Employment Opportunity**
arenaflex is an Equal Employment Opportunity (EEO) Employer. We celebrate diversity and are committed to building an inclusive team that represents a variety of backgrounds, perspectives, and skills. arenaflex strives to ensure every employee and applicant feels valued. Visit us at [arenaflex.com/diversity](http://arenaflex.com/diversity) to learn more.
**Apply Now**
If you're a motivated and results-driven individual who is passionate about delivering exceptional customer service and driving business growth, we encourage you to apply for this exciting opportunity. Don't miss out on the chance to join a company that is making a real difference in the lives of our customers every day. Apply now and take the first step towards a rewarding career with arenaflex.