**Experienced Customer Service Loyalty Champion II – Driving Customer Retention and Growth at arenaflex**

Are you ready to take your career to the next level and join a dynamic team that's passionate about delivering exceptional customer experiences? Look no further than arenaflex, a leading innovator in the telecommunications industry. As a Customer Service Loyalty Champion II, you'll play a critical role in driving customer retention and growth, leveraging your exceptional communication skills, sales acumen, and problem-solving abilities to deliver a premium experience that keeps customers loyal to arenaflex.

• *About arenaflex**

arenaflex is a forward-thinking company that's committed to empowering people to live, work, and play by connecting them to what brings them joy. Our V Team is a community of people who anticipate, lead, and believe that listening is where learning begins. We're a team that comes together in crisis and celebration, lifting our communities and building trust in how we show up, everywhere and always. If you're looking for a place to share your ideas freely, learn, grow, and thrive, then arenaflex is the perfect fit for you.

• *Key Responsibilities**

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
• Handling and resolving escalated customer concerns that have varying levels of complexity
• Turning every contact into a sale or save opportunity with a premium experience that keeps customers loyal to arenaflex
• Embracing the Service Plus mindset by resolving customer concerns and future concerns
• Growing the business by completing a full end-to-end account analysis and executing targeted loyalty and retention strategies for high-value and at-risk customers
• Providing an exceptional experience by listening for bells of churn during conversations while leveraging historical reports
• Navigating systems and utilizing available tools and resources to be self-sufficient and effectively provide all applicable offers available for the customers in your queue
• Serving 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
• Applying business acumen to make informed decisions that balance customer satisfaction with cost-effectiveness
• Identifying plans, products, and services that would suit customer needs to prevent future contacts

• *Work Environment and Culture**

As a remote role, you'll work from home with occasional in-person trainings and meetings. To be eligible for this position, you must be within a reasonable commute to the hub location in Florida. Onsite presence is required for up to three weeks within the training period for in-person training and onsite call taking for new hires, and during employment for periodic collaboration based on business needs (e.g., occasional in-person meetings and events throughout the year). The location is in Temple Terrace, FL (7701 Telecom Pkwy).

• *Requirements**

To succeed in this role, you'll need:

• 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
• 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
• Ability to meet all home office requirements, including a private workspace, minimum internet speed, and a desk for the required equipment provided
• Willingness to work in a quota-based environment

• *Preferred Qualifications**

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
• Experience handling inbound and outbound customer calls to achieve sales

• *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. You'll need:

• 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
• Verizon 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

• *Benefits and Compensation**

Our benefits are designed to help you move forward in your career, and in areas of your life outside of arenaflex. From health and wellness benefit options including medical, dental, vision, short and long-term disability, basic life insurance, supplemental life insurance, AD&D insurance, identity theft protection, pet insurance, and group home & auto insurance, we've got you covered with our award-winning total rewards package. Depending on the role, employees have the opportunity to receive compensation in the form of premium pay such as overtime, shift differential, holiday pay, allowances, etc. Newly hired employees receive up to 15 days of vacation per year, which grows with additional service. For part-timers, your coverage will vary as you may be eligible for some of these benefits depending on your individual circumstances.

• *Join the arenaflex Team**

If you're passionate about delivering exceptional customer experiences and driving customer retention and growth, then we encourage you to apply for this exciting opportunity. As a Customer Service Loyalty Champion II, you'll have the chance to work with a dynamic team, develop your skills and expertise, and make a real impact on our customers' lives. Apply now to join the arenaflex team and take your career to the next level!