Job Description
At arenaflex, we're not just a company – we're a community of innovators, thinkers, and doers who are passionate about shaping a better future. We believe that the true you can learn, grow, and thrive in an environment that empowers creativity, impact, and innovation. Our V Team is a community of people who anticipate, lead, and believe that listening is where learning begins. We're a diverse network of people driven by our shared ambition to make a difference in the world. **Join the arenaflex Family** When you join arenaflex, you become part of a global community that's transforming the way we connect across the globe. We're a company that's always pushing the boundaries of what's possible, and we're looking for talented individuals like you to join our team. Our culture is built on a foundation of trust, empathy, and open communication, and we're committed to creating a workplace that's inclusive, supportive, and empowering. **About the Role** As a Customer Service Loyalty Champion II, you'll be responsible for resolving customer needs through first contact resolution, building value by proactively uncovering upselling opportunities that align with their needs to drive loyalty and retention. You'll engage with customers that are high-risk churn call types, providing an exceptional experience through actively listening, problem-solving, and de-escalation. You'll promote and provide arenaflex products and services, including Phones, Upgrades & Verizon Home Internet and other services to meet and exceed monthly targets. **Key Responsibilities:** * Resolve customer needs through first contact resolution * Build value by proactively uncovering upselling opportunities that align with customer needs to drive loyalty and retention * Engage with customers that are high-risk churn call types, providing an exceptional experience through actively listening, problem-solving, and de-escalation * Promote and provide arenaflex products and services, including Phones, Upgrades & Verizon Home Internet and other services to meet and exceed monthly targets * Identify plans and services that would suit customer needs in order to prevent future contacts * Turn every contact into a sale or save opportunity with a premium experience **What We're Looking For:** * Bachelor's degree or one or more years of work experience * One or more years of customer service or sales experience * Experience resolving customer issues, problem-solving, billing, and/or handling product Q&A * Ability to work independently and self-manage your work environment and deliver on expectations of your role * Experience promoting and upselling products or services * Skilled in working in an ever-changing, fast-paced environment * Experience troubleshooting customers' products and services and working knowledge of our network to position network solutions * Willingness to work evenings, weekends, and holidays **Even Better If You Have:** * A degree * Ability to empathize with customers, while resolving issues that may drive unnecessary churn * Passion for technology, innovation, and building relationships with customers * Multi-tasking skills that help in leveraging tools to serve customers thoroughly while maintaining a conversation * Exceptional listening and communication skills **Home Office Requirements:** * 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) * Wireless connections or DSL are not acceptable * 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 ergonomic chair, desk, and 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. **Why Join arenaflex?** * We're a company that's always pushing the boundaries of what's possible * We're a diverse network of people driven by our shared ambition to make a difference in the world * We're committed to creating a workplace that's inclusive, supportive, and empowering * We offer a comprehensive benefits package that's designed to help you move forward in your career and in areas of your life outside of arenaflex * We're a company that's always learning and growing, and we're looking for talented individuals like you to join our team **How to Apply:** If you're a motivated and results-driven individual who is passionate about delivering exceptional customer service, we encourage you to apply for this exciting opportunity. Please submit your application through our website, and we'll be in touch to discuss your qualifications further. 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