As a Customer Experience Champion II at arenaflex, you'll be at the forefront of delivering exceptional customer experiences, driving sales growth, and shaping the future of customer service. arenaflex is a leading provider of innovative communication and technology solutions, empowering individuals and businesses to connect, innovate, and thrive. Our V Team is a vibrant community of passionate professionals who share a common goal: to make a meaningful impact in the lives of our customers.
**Join the arenaflex Journey**
At arenaflex, we believe that the true you can learn, grow, and thrive in a dynamic and inclusive environment. Our culture is built on the principles of empowerment, innovation, and community. We're a company that values diversity, equity, and inclusion, and we're committed to creating a workplace where everyone feels valued, respected, and empowered to succeed.
**What You'll Be Doing**
As a Customer Experience Champion II, you'll play a critical role in delivering exceptional customer experiences, driving sales growth, and shaping the future of customer service. Your responsibilities will include:
* Handling and resolving customer concerns through first-contact resolution, while educating customers with varying complexity levels of device-related inquiries.
* Turning every contact into a sell or save opportunity with a premium experience, ensuring customers 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.
* Navigating systems and using tools and resources to be self-sufficient and effectively provide billing explanations for customers in your queue.
* Serving as a brand ambassador and advocate for customers newly joined to arenaflex, 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.
* Identifying plans and services that would suit customer needs to prevent future contacts.
* Promoting and providing solutions about arenaflex products, including phone, home internet, and other services, on each call, with the ability to meet and exceed monthly sales targets.
**Where You'll Be Working**
You'll work from home in this remote role, with occasional in-person trainings and meetings. You'll be based in Irving, TX, with a reasonable commute to the hub location. 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.
**What We're Looking For**
To be eligible for this position, you'll need to 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.
**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 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.
**Equal Employment Opportunity**
arenaflex is an equal opportunity employer. We evaluate qualified applicants without regard to veteran status, disability, or other legally protected characteristics.
**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.
Apply for this job