**Job Description:**
**Welcome to arenaflex, a Leader in Transforming Customer Experiences**
At arenaflex, we're passionate about empowering individuals to share their ideas freely, learn, grow, and thrive in a dynamic and supportive environment. As a global leader in training, technology, and communications services, we're committed to shaping a better future by connecting people across the globe. Our diverse network of talented professionals is driven by a shared ambition to innovate, create, and make a lasting impact.
**Join the arenaflex Team and Be Part of Something Amazing**
We're a community that anticipates, leads, and believes in the power of listening to learn and grow. In times of crisis and celebration, we come together to lift our communities and build trust in how we show up, everywhere and always. If you're looking for a place where you can dream big, build something incredible, and do it with a team that shares your passion, then arenaflex is the perfect fit for you.
**About the Role: Customer Experience Champion II**
As a Customer Experience Champion II, you'll be a key player in our Customer Experience (CX) team, responsible for resolving customer needs through first-contact resolution and enhancing customer experiences with an emphasis on discovery, efficiency, and quality. You'll be the face of arenaflex, providing exceptional service to our customers, and turning every contact into a sell or save opportunity that will keep them loyal to our brand.
**Key Responsibilities:**
* Handle and resolve customer concerns, while educating customers with varying complexity levels of device-related inquiries
* Turn every contact into a sell or save opportunity with a premium experience that will keep customers loyal to arenaflex
* Embrace the Service Plus mindset by resolving customer concerns and future concerns
* Provide an exceptional experience through discovery and targeted recommendations while leveraging customer-specific insights
* Navigate systems and use tools and resources to be self-sufficient and effectively provide billing explanations for customers in your queue
* Serve as a brand ambassador and advocate for customers newly joined to arenaflex, highlighting all that we have to offer through our products and services
* Practice an acceptable level of Business Acumen that encompasses the best interest of the Company, Customer, and fellow employees
* Identify plans and services that would suit customer needs in order to prevent future contacts
* Promote and provide solutions about arenaflex products, including phone, home internet, and other services, on each call, and meet and exceed monthly sales targets
**What We're Looking For:**
* 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 goals
* Willingness to work a rotating schedule (shifts) including nights, weekends, and holidays based on the needs of the business
* 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
**Even Better 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
* 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
**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
* Verizon conducts periodic home audits via webcam to ensure your workspace meets requirements
* 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
**Why Join arenaflex?**
* Competitive compensation and benefits package, including health and wellness benefits, 401(k) savings plan, stock incentive programs, and more
* Opportunity to work with a diverse and talented team of professionals who share your passion for innovation and customer experience
* Flexible work arrangements, including remote work options and a rotating schedule
* Ongoing training and development opportunities to help you grow and advance in your career
* Recognition and rewards for outstanding performance and contributions to the team
**How to Apply:**
If you're ready to join a team that's passionate about transforming customer experiences and making a lasting impact, then apply now! We're an equal opportunity employer and welcome applications from diverse candidates who share our values and passion for innovation.
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**Equal Employment Opportunity:**
arenaflex is an equal opportunity employer. We evaluate qualified applicants without regard to veteran status, disability, or other legally protected characteristics.
**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 benefits to a matched 401(k) savings plan, stock incentive programs, and more, 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, and more. 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.
This is an incentive-based position with the potential to earn more.
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