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. As a Customer Experience Champion II, you'll be at the forefront of this revolution, empowering customers to achieve their goals and exceed their expectations. If you're ready to join a team that values creativity, collaboration, and customer-centricity, then this role is for you.
**About arenaflex**
arenaflex is a leading provider of innovative solutions, transforming the way we connect and interact with each other. Our diverse network of talented individuals is driven by a shared ambition to create a better future for all. With the ability to learn and grow at the speed of technology, we're constantly pushing the boundaries of what's possible. Join us, and you'll be part of a dynamic team that's shaping the future of customer experience.
**What You'll Be Doing**
As a Customer Experience Champion II, you'll be responsible for delivering exceptional customer experiences through first-contact resolution, discovery, and targeted recommendations. Your day-to-day activities will involve:
* 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, 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, leveraging customer-specific insights
* 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 we have 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 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 training and meetings. To be eligible for this position, you must be within a reasonable commute to the hub location in Texas. 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 succeed in this role, you'll need:
* 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
**Why Join arenaflex?**
* Competitive compensation and benefits package
* Opportunities for career growth and professional development
* Collaborative and dynamic 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 high-impact projects and initiatives
* Collaborative and supportive team environment
**Equal Employment Opportunity**
arenaflex is an equal opportunity employer. We evaluate qualified applicants without regard to veteran status, disability, or other legally protected characteristics.
**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. Apply now and join our team of innovators, thinkers, and doers who are shaping the future of customer experience.