Experienced Customer Experience Champion II – Delivering Exceptional Service and Driving Growth

🌍 Remote, USA 💹 Full-time 🕐 Posted Recently

Job Description

At arenaflex, we're not just a company – we're a community of innovators, thinkers, and doers who are passionate about shaping the future of customer experience. We're looking for a talented and driven Customer Experience Champion II to join our team and help us deliver exceptional service to our customers while driving growth and revenue.

*About arenaflex**

arenaflex is one of the world's leading providers of training, technology, and communications services, transforming the way we connect across the globe. We're a diverse network of people driven by our shared ambition to shape a better future. Here, we have the ability to learn and grow at the speed of technology, and the space to create within every role. Together, we're moving the world forward – and you can too.

*What You'll Be Doing**

As a Customer Experience Champion II, 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, providing exceptional service to our customers while promoting and upselling our products and services.

*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

*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
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

*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

*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

*Why Join arenaflex?**

We're proud to be an equal opportunity employer – and celebrate 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
Check out our diversity and inclusion page to learn more

*What We Offer:**

Competitive salary and benefits package
Opportunities for career growth and professional development
Collaborative and inclusive work environment
Recognition and rewards for outstanding performance
Flexible work arrangements, including remote work options
Access to cutting-edge technology and tools
Opportunities to work on exciting and challenging projects

*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. Please submit your application through our website, including your resume and a cover letter outlining your experience and qualifications.

*Equal Employment Opportunity:**

arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and respectful work environment that values and celebrates diversity.

*Scheduled Weekly Hours:**

*Remote Work Arrangements:**

This is a remote role, and you'll work from home with occasional in-person meetings and training. You'll need to have a dedicated quiet and private workspace, and meet all home office requirements, including a minimum internet speed and a desk for the required equipment provided.