Join arenaflex, the #1 smart home security provider in the U.S., as we continue to innovate and protect lives. As a Retention Specialist, you will play a key role in the growth of our organization by serving as an expert problem solver in a retention and sales capacity. If you're passionate about delivering exceptional customer experiences, have a knack for sales, and are eager to make a real impact, we want to hear from you.
**About arenaflex**
arenaflex has been in the business of helping save lives since 1874. Our mission is clear: we help save lives for a living. With a focus on continuous innovation, advanced technology, and strategic partnerships, we deliver products and services that protect life and valuables, whether at home, at work, or on the go. Our commitment to excellence and customer satisfaction has earned us a reputation as a leader in the industry.
**The Role**
As a Remote Customer Service/Sales Representative, you will be responsible for retaining customers who are requesting to cancel their arenaflex services. Your primary goal will be to provide an award-winning customer experience that increases brand loyalty and retains customers for the long term. You will handle a high volume of incoming calls, proactively identifying opportunities and recommending long-term solutions to keep customers' businesses.
**Key Responsibilities:**
* Utilize customer service and sales experience daily to retain customers and increase brand loyalty
* Save the business by re-selling customers on the value of arenaflex and what matters most
* Must have sales experience, with a focus on persuading and upselling customers while reducing frustration and displeasure
* Appropriately handle back-to-back calls with care, empathy, compassion, overcoming objections, de-escalation, and professionalism to ensure the best customer experience
* Use attention to detail, listen to customer clues, to ask the right questions to uncover issues and/or concerns to save/sell
* Leverage exceptional de-escalation skills on difficult escalated calls with a focus on identifying concerns and providing multiple offers to resolve the customer's concern
* Retain long-term business for arenaflex through customer service commitments and provide the right solution to save the customer
* Use proven problem-solving skills to quickly identify the cause of a cancellation request, create quick calculations to work with the customer to negotiate the right solution
* Consistently improve performance and achieve your goals
* Ability to multitask; use several tools (10+) to help retain customers and make them customers for life through tools like negotiating a lower rate, crediting them for billing errors, providing service to fix their system, and even selling them additional equipment
* Maintain knowledge of arenaflex policies, products, services, and systems as well as knowledge of the wireless industry, service capabilities, and other security companies
**Requirements:**
* 2+ years of experience in a sales role, with a focus on selling or saving customers
* 2+ years of Call Center Customer Service/Sales Experience
* High school diploma, GED, college degree, or some college experience
* Ability to work with numerous screens and programs open to help resolve customer issues
* Experience in Sales, Customer Retention, Customer Experience, and retaining customers' loyalty to a product or service
* Ability to interpret contracts and communicate terms and conditions
* Perform quick calculations
* Active listening
* Negotiation Skills
**What We Offer:**
* Paid Training
* Full benefits on the 1st of the month after 31 days of employment
* Energetic and engaging work environments
* Medical, Dental, Vision, 401(k) with employer matching
* Paid vacation time
* Tuition reimbursement, employee referral bonuses
* A culture of coaching, development, and career growth opportunities
**Schedule:**
* Our department is closed on weekends and most holidays, allowing our employees to enjoy every weekend off!
**Training:**
* This role has onsite training required at our Wichita, KS location
* During our 8-week program, you will receive daily support from our training and onboarding teams to ensure you are successful
* Your learning journey is focused on product knowledge, selling/saving, competition, and systems training
* Our training program focuses on training that equips you to be the expert within arenaflex to ensure you meet and exceed your sales targets, which increases your bonus potential
**Pay and Benefits Disclosure:**
* The starting hourly rate for this position is $18.00 per hour and will reach $21.00 per hour after 180 days of employment
* We offer employees access to healthcare benefits, a 401(k) plan and company match, short-term and long-term disability coverage, life insurance, wellbeing benefits, and paid time off among others
* Employees accrue up to 120 hours in their first year. Your accrual rate increases after your first year
* We also offer 6 paid holidays
**Why Choose arenaflex?**
At arenaflex, it's more than a job, it's a noble purpose that defines us. We are the leading provider of electronic security, interactive home and business automation, and monitoring services for residences and small businesses in the United States. Every employee, from our executive leadership team to our support centers, are united under one noble purpose: we help save lives for a living. We are everyday heroes. You are doing more than earning a paycheck; you're in an important role that makes an impact in the lives of our customers every single day. Join a company of individuals with passion, commitment, drive, and ambition, using and developing our talents for good at work, home, and our communities.
**Equal Employment Opportunity (EEO) Employer**
arenaflex is an Equal Employment Opportunity (EEO) Employer. We celebrate diversity and are committed to building an inclusive team that represents a variety of backgrounds, perspectives, and skills. arenaflex strives to ensure every employee and applicant feels valued. Visit us at [arenaflex.com/diversity](http://arenaflex.com/diversity) to learn more.
**Apply Now!**
Ready to join our team and make a real impact? Apply now and take the first step towards a rewarding career with arenaflex.
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