**Job Description:**
About arenaflex
At arenaflex, we're more than just a company - we're a community of innovators, thinkers, and doers who are passionate about shaping the future of technology and communication. We're a diverse network of people driven by our shared ambition to make a positive impact on the world. Our mission is to empower individuals and businesses to connect, innovate, and thrive in a rapidly changing world.
Join the arenaflex Team
If you're looking for a career that's more than just a job, where you can share your ideas, learn, grow, and thrive, then arenaflex is the place for you. We're a company that values creativity, innovation, and collaboration, and we're committed to creating a workplace that's inclusive, supportive, and empowering.
About the Role
As a Customer Experience Champion II at arenaflex, you'll play a critical role in delivering exceptional service and driving growth for our customers. You'll be responsible for resolving customer needs through first-contact resolution, enhancing customer experiences, and promoting our products and services to meet and exceed revenue goals.
Key Responsibilities:
- Handling and resolving customer concerns, while educating customers with varying complexity levels of device-related inquiries.
- Turning every contact into a sell or save opportunity with a premium experience so customers will want to stay loyal to arenaflex.
- Embracing the Service Plus mindset by resolving customer concerns and future concerns.
- Providing an exceptional experience through discovery and targeted recommendations while leveraging customer-specific insights.
- Navigating systems and using tools and resources to be self-sufficient and effectively provide billing explanations for the customers in your queue.
- Serving as a brand ambassador and advocate for customers newly joined to arenaflex, throughout every contact and highlighting all that arenaflex has to offer through our products and services.
- Practicing an acceptable level of Business Acumen that encompasses the best interest of the Company, Customer, and fellow employees.
- After issues have been resolved, identifying plans and services that would suit customer needs in order to prevent future contacts.
Work Environment and Culture
As a remote employee, you'll work from home with occasional in-person trainings and meetings. You'll be part of a dynamic and supportive team that values collaboration, innovation, and inclusivity. We're committed to creating a workplace that's flexible, adaptable, and empowering, where you can learn, grow, and thrive.
Requirements
To be eligible for this position, you'll need to have:
- 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.
- A strong sales acumen with a track record of meeting or exceeding revenue goals.
- Promote and provide solutions about arenaflex products including phone, home internet and other services on each call, ability to meet and exceed monthly sales targets.
- Willingness to work a rotating schedule (shifts) including nights, weekends, and holidays based on the needs of the business.
- The ability to work an assigned shift schedule, including static start, stop, breaks, and meal times, for up to or greater than 6 months at a time based on business needs.
- Meet all home office requirements including a private work space, minimum internet speed, and desk for the required equipment provided.
Preferred Qualifications
While not required, it's a plus if you have:
- A degree.
- Experience with Google's G-Suite (e.g., Docs, Sheets) and Microsoft Office Suite (Word, Excel).
- Experience troubleshooting hardware, software, applications, network and device issues.
- Experience promoting and upselling products or services.
Home Office Requirements
As a remote employee, you'll need to meet the following home office requirements:
- In this remote role, you'll work from home with occasional in-person meetings and training.
- Home office must be located within the contiguous United States.
- 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.
- The ability to self-manage in a remote work environment including setup of company-provided computer equipment and ongoing proactive, skilled and effective management of your home network and connections.
Equal Employment Opportunity
arenaflex is proud to be an equal opportunity employer - and celebrates our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. At arenaflex, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected, and empowered to reach their potential and contribute their best.
Apply Now
If arenaflex and this role sound like a fit for you, we encourage you to apply even if you don't meet every "even better" qualification listed above. We're looking for talented individuals who are passionate about delivering exceptional service and driving growth for our customers. Join our team and be part of a dynamic and supportive community that values innovation, inclusivity, and collaboration.
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