Are you passionate about delivering exceptional customer experiences and driving business growth? Do you thrive in a fast-paced, dynamic environment where no two interactions are the same? If so, we invite you to join arenaflex as an Experienced Inbound Customer Service Retention Representative. As a key member of our customer service team, you will play a critical role in resolving customer concerns, retaining business, and driving revenue growth through personalized attention and expert product knowledge.
**About arenaflex**
arenaflex is a leading provider of innovative solutions and services, committed to making a positive impact on the lives of our customers and the communities we serve. Our mission is to empower our associates to reach their full potential, while delivering exceptional customer experiences and driving business growth. We are proud to be an employer of choice, recognized for our commitment to diversity, equity, and inclusion.
**Position Overview**
As an Experienced Inbound Customer Service Retention Representative, you will be responsible for receiving inbound calls from customers with potential cancellation concerns. Your primary objective will be to resolve these concerns through personalized attention, expert product knowledge, and high-value saving techniques. By doing so, you will play a critical role in retaining customers, driving revenue growth, and delivering exceptional customer experiences.
**Responsibilities**
• Receive inbound calls from customers with potential cancellation concerns and resolve these concerns through personalized attention and expert product knowledge.
• Apply high-value saving techniques to meet product and service sales retention targets, driving revenue growth and customer loyalty.
• Escalate customer issues requiring extensive problem-solving to ensure a close-loop customer experience and learning opportunities for arenaflex.
• Apply 5 Pillar Quality standards in accordance with arenaflex's QA Model, ensuring exceptional customer experiences and driving business growth.
• Use specialized offers and save training to retain customers, driving revenue growth and customer loyalty.
• Notify customers and designated personnel of findings, adjustments, and recommendations, such as refunds, credits, or bill adjustments.
• Update and maintain customer databases with accurate customer information and timely data entry.
• Positively represent the arenaflex brand in all written and oral communications and correspondence.
**Competencies**
• **Customer Focus**: Build strong customer relationships and deliver customer-centric solutions, driving customer loyalty and retention.
• **Drives Results**: Consistently achieve results, even under tough circumstances, driving revenue growth and business success.
• **Situational Adaptability**: Adapt approach and demeanor in real-time to match the shifting demands of different situations, delivering exceptional customer experiences.
• **Accountability**: Hold self and others accountable to meet commitments, driving business growth and customer loyalty.
• **Problem Solving and Decision Making**: Apply critical thinking and problem-solving skills to resolve complex customer issues, driving business growth and customer loyalty.
**Education and Experience Requirements**
• High school diploma or general education degree (GED); or up to one-year related experience and/or training, or an equivalent combination of education and experience.
• At least 1 year of sales or 2 years of customer care experience.
• Associate degree from a two-year college or technical school preferred.
**Knowledge, Skills, and Abilities**
• Ability to build customer relationships and provide customer service, driving customer loyalty and retention.
• Knowledge and ability to cope with and resolve escalated customer service issues, driving business growth and customer loyalty.
• Conflict resolution skills, applying critical thinking and problem-solving skills to resolve complex customer issues.
• Knowledge of arenaflex products and services, driving revenue growth and customer loyalty.
• Attention to detail and accuracy, ensuring exceptional customer experiences and driving business growth.
• Written and verbal communication skills, positively representing the arenaflex brand in all written and oral communications and correspondence.
• Computer skills with Microsoft Office applications (Word, Excel, Outlook, PowerPoint), driving business growth and customer loyalty.
• Mathematical skills to calculate figures and amounts, such as discounts, commissions, proportions, percentages, area, and volume.
• Time management skills, including punctuality for on-time attendance, driving business growth and customer loyalty.
• Ability to prioritize, organize, and perform multiple tasks, driving business growth and customer loyalty.
**Physical Demands & Working Conditions**
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Regularly required to:
• Sit, stand, and walk
• Use hands and arms to handle, feel, or reach
• Speak and hear
• Use close vision abilities
Occasionally required to:
• Lift or move up to 25 lbs. independently
• Stoop, kneel, crouch, or crawl
**Working Conditions**
Noise level: Low to moderate
Adverse Conditions: Minimal
**Ability to Speak, Read, and Write Fluently in English**
Ability to speak, read, and write fluently in English is required.
**Work Location**
You MUST BE physically located in the United States while performing this job.
**Pay Ranges**
$27,669.00 - $51,188.00
This range is based on the qualifications necessary for the position, including experience, training, and other considerations permitted by law. Factors that may be used when making an offer may include a candidate's skills, experience, and geographic location, the expected quality and quantity of work, and internal pay alignment, as needed. Most candidates will start in the bottom half of the pay range. The upper end of the range will generally be reserved for candidates with extensive experience.
**Benefits**
In addition to monetary compensation, we offer benefits, including Medical/Dental/Vision insurance and Company-matching 401(k) in addition to other programs and perks.
**Diversity and Inclusion**
arenaflex is committed to diversity and inclusion, encouraging diverse candidates to apply to this position.
**Equal Opportunity/Affirmative Action Employer**
arenaflex is an Equal Opportunity/Affirmative Action Employer - Minorities/Females/Protected Veterans/Individuals with Disabilities. To learn more, please visit EEOC/EEO | arenaflex (arenaflex.com).
**California Residents**
When you express interest in or apply for a job with arenaflex, we collect personal information about you, potentially including personal identifiers, contact information, protected classifications, pre-hire information, professional or employment-related information, education history, and/or medical information, for the following business purposes: to comply with state and federal law and regulations requiring employers to maintain certain records; to evaluate your job application and candidacy for employment; and to obtain and verify background checks (including criminal and motor vehicle records), pre-employment drug testing, and references.
**Massachusetts Residents**
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
**arenaflex performs pre-employment testing.**
To view our disclaimer, https://arenaflex.com/us/en/disclaimer