Join arenaflex, the #1 smart home security provider in the U.S., on a mission to help save lives for a living. 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, driving sales growth, and making a real impact, this is the perfect opportunity for you.
**About arenaflex**
arenaflex has been in the business of helping save lives since 1874. Our continuous innovation, advanced technology, and strategic partnerships deliver products and services that help protect life and valuables, whether at home, your business, or on the go. With a strong commitment to our mission, we strive to create a culture of career advancement, inclusivity, and community involvement. At arenaflex, you'll find a family-like atmosphere where everyone shares the same goal: Saving Lives.
**The Role**
As a Remote Customer Service/Sales Representative, you will be responsible for retaining customers who want to cancel their arenaflex services. You will handle a high volume of incoming calls, proactively identifying opportunities and recommending long-term solutions to keep customers' businesses. Your primary goal is to provide an award-winning customer experience that increases brand loyalty and retains customers for the long term.
**Key Responsibilities:**
* Utilize customer service and sales experience daily to retain customers and drive sales growth
* Save the business by re-selling customers on the value of arenaflex and what matters most
* Must have sales experience, 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
* Use attention to detail, listen to customer clues, to ask the right questions to uncover issues and/or concerns
* 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 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
**What We're Looking For:**
* 2+ years of experience in a sales role, selling or saving customers in a company tied to performance
* 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
**Training and Development:**
* Onsite paid training for the first 8-12 weeks in Irving, TX
* Daily support from our training and onboarding teams to ensure you are successful
* Learning journey focused on product knowledge, selling/saving, competition, and systems training
* Development to advance your career with other internal roles and opportunities for your long-term success
**Work Environment and Culture:**
* Remote work environment with a designated distraction-free place to work from home
* High-speed internet (DSL, Cable, or Fiber) with the ability to hardwire via ethernet from cable modem to your PC
* 5G Home Internet and Fixed wireless internet are not accepted providers
* Internet Speeds of at least 25mbps to download and 15mbps to upload
* Culture of coaching, development, and career growth opportunities
* Energetic and engaging work environments
* Medical, Dental, Vision, 401(k) with employer matching
* Paid vacation time
* Tuition reimbursement, employee referral bonuses
**Pay and Benefits:**
* Starting hourly rate of $18.00 per hour, reaching $21.00 per hour after 180 days of employment
* Incremental increases of $0.50 every 30 days until the rate of $21.00 is reached
* Full benefits on the 1st of the month after 31 days of employment
* Paid training
* Paid vacation time
* Tuition reimbursement, employee referral bonuses
* A culture of coaching, development, and career growth opportunities
**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, is 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.
**Equal Employment Opportunity (EEO) Employer:**
arenaflex is an 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 website] to learn more.
**Apply Now:**
If you're passionate about delivering exceptional customer experiences, driving sales growth, and making a real impact, apply now to join our team at arenaflex. Don't miss this opportunity to be part of a company that helps save lives for a living.
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