Customer Service Loyalty Champion II – Empowering Customer Loyalty through Proactive Engagement and Exceptional Experience

At arenaflex, we're committed to empowering our customers through innovative solutions and exceptional experiences. As a Customer Service Loyalty Champion II, you'll play a vital role in driving customer loyalty and retention by delivering proactive measures, resolving complex customer concerns, and providing a premium experience that sets arenaflex apart from the competition.

About arenaflex

arenaflex is a leading provider of innovative solutions and services that power and empower how people live, work, and play. Our mission is to connect people to what brings them joy, and we're dedicated to driving innovation, creativity, and impact in the world. Our V Team is a community of people who anticipate, lead, and believe that listening is where learning begins. We come together in crisis and in celebration, lifting our communities and building trust in how we show up, everywhere and always.

Key Responsibilities

As a Customer Service Loyalty Champion II, you'll be responsible for:

• 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 so customers will stay 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
• 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
• After resolving issues, 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. You'll be part of a dynamic team that values collaboration, innovation, and customer-centricity. Our culture is built on the principles of empowerment, accountability, and continuous learning. We're committed to creating a work environment that's inclusive, diverse, and supportive of our employees' growth and well-being.

Requirements

To be eligible for this position, you must:

• Have a Bachelor's Degree or one or more years of customer service experience
• Have one or more years of sales experience
• Have experience resolving complex customer issues (including escalations), billing, and/or handling product Q&A
• Have a strong sales acumen with a track record of meeting or exceeding revenue and retention goals
• Be willing to work a rotating schedule (shifts), including nights, weekends, and holidays, based on the needs of the business
• Meet all home office requirements, including a private workspace, minimum internet speed, and a desk for the required equipment provided

Preferred Qualifications

* 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 Texas 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 Texas 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)
• 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

Compensation and Benefits

arenaflex offers a competitive compensation package, including a salary, benefits, and perks. Our benefits include:

• Comprehensive health insurance
• 401(k) matching program
• Paid time off and holidays
• Professional development opportunities
• Recognition and reward programs

How to Apply

If you're passionate about delivering exceptional customer experiences and driving customer loyalty, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, through our website.

Equal Employment Opportunity

arenaflex is an equal opportunity employer. We evaluate qualified applicants without regard to veteran status, disability, or other legally protected characteristics.

Scheduled Weekly Hours

40 hours per week

Location

Irving, TX (600 Hidden Ridge)

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