Experienced Customer Experience Champion II – Driving Customer Loyalty and Growth

Are you a customer-centric professional with a passion for delivering exceptional experiences? Do you thrive in a dynamic environment where innovation and creativity drive business success? Look no further than arenaflex, a leading provider of training, technology, and communications services that's transforming the way we connect across the globe. At arenaflex, we're a diverse network of people driven by our shared ambition to shape a better future. 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 & always. If you're ready to join a team that's moving the world forward, we invite you to apply for the Experienced Customer Experience Champion II role.

About the Role

As a Customer Experience Champion II at arenaflex, you'll be responsible for resolving customer needs through first-contact resolution and enhancing customer experiences with an emphasis on discovery, efficiency, and quality in your day-to-day activities. You'll be the face of arenaflex, serving as a brand ambassador and advocate for customers newly joined to our network, throughout every contact and highlighting all that we have to offer through our products and services.

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 so customers will want to stay 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 the customers in your queue.
• Serve as a brand ambassador and advocate for customers newly joined to arenaflex, throughout every contact and 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.
• After issues have been resolved, 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, with the ability to meet and exceed monthly sales targets.

Work Environment and Culture

As a remote role, you'll work from home with occasional in-person trainings and meetings. You'll be required to work from a location within a reasonable commute to our hub location in Irving, TX. 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. Our culture is built on the principles of innovation, creativity, and impact. We're a community of people who are passionate about making a difference and driving business success. We believe in empowering our employees to learn, grow, and thrive in their careers, and we offer a range of benefits and opportunities to support their success.

Requirements

To be eligible for this position, you must have:

• A 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.
• 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

• 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 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). Wireless connections, satellite, or DSL are not acceptable.
• 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.

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. This is an incentive-based position with the potential to earn more.

How to Apply

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. Apply now and join our team of innovators, creatives, and impact-makers who are shaping a better future for our customers and our communities. Apply Job! Apply for this job