Experienced Remote Customer Service and Sales Representative – Retention Specialist for arenaflex

Introduction to arenaflex

Imagine being part of a team that makes a real difference in people's lives. At arenaflex, we are dedicated to providing exceptional customer experiences and saving lives through our innovative security solutions. As a leader in the industry, we are committed to helping our customers feel safe and secure in their homes and businesses. Our mission is clear: we help save lives for a living. If you are passionate about delivering award-winning customer service and driving sales growth, we want to hear from you.

Job Overview

In this Remote Customer Service/Sales Representative role, you will be a Retention Specialist who plays a key role in the growth of our organization. Your primary goal will be to retain customers who want to cancel their services by providing expert problem-solving solutions and recommending long-term solutions to keep their business. You will handle a high volume of incoming calls from customers requesting to cancel and act as an expert by proactively identifying opportunities to upsell and cross-sell our services.

Key Responsibilities

• Utilize customer service and sales experience daily to resolve customer complaints and concerns
• Save the business by re-selling customers on the value of arenaflex services and what matters most to them
• Persuade and upsell customers while reducing their frustration and displeasure to ultimately save their business
• 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, and ask the right questions to uncover issues and concerns and provide solutions to save/sell
• Leverage exceptional de-escalation skills on difficult escalated calls with a focus on identifying concerns and providing multiple offers to resolve customer concerns
• 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 and create quick calculations to work with the customer to negotiate the right solution
• Consistently improve performance and achieve goals
• Ability to multitask and use several tools (10+) to help retain customers and make them customers for life
• Maintain knowledge of arenaflex policies, products, services, and systems as well as knowledge of the industry, service capabilities, and other security companies

Essential Qualifications

To be successful in this role, you will need:

• 2+ years of experience in a sales role, where you had to sell or save a customer, with a focus on 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 and negotiation skills

Preferred Qualifications

While not required, the following qualifications are preferred:

• Previous experience in a retention or sales role, with a focus on customer service and sales growth
• Knowledge of the security industry and arenaflex services and products
• Experience with customer relationship management (CRM) software and other sales tools
• Ability to speak multiple languages

Skills and Competencies

To be successful in this role, you will need to possess the following skills and competencies:

• Excellent communication and interpersonal skills
• Ability to work in a fast-paced environment and handle multiple priorities
• Strong problem-solving and analytical skills
• Ability to work independently and as part of a team
• Strong customer service and sales skills
• Ability to adapt to changing situations and priorities

Career Growth Opportunities

• Onsite training at our Wichita, KS office
• Daily support from our training and onboarding teams
• Product knowledge, selling/saving, competition, and systems training
• Development opportunities to advance your career with other internal roles and opportunities for long-term success

Work Environment and Company Culture

• A culture of coaching, development, and career growth opportunities
• Energetic and engaging work environments
• Medical, dental, vision, 401(k) with employer matching, and paid vacation time
• Tuition reimbursement, employee referral bonuses, and a range of other benefits
• A closed department on weekends and most holidays, allowing our employees to enjoy every weekend off

Compensation and Benefits

We offer a competitive compensation and benefits package, including:

• Paid training
• Full benefits on the 1st of the month after 31 days of employment
• A starting hourly rate of $18.00 per hour, with incremental increases of $0.50 every 30 days until reaching $21.00 per hour
• 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

Conclusion

If you are passionate about delivering exceptional customer service and driving sales growth, we want to hear from you. At arenaflex, we are committed to helping our employees grow and develop in their careers, and we offer a range of training and development programs to support your success. Apply today to join our team and start your journey as a Remote Customer Service and Sales Representative – Retention Specialist.

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