Experienced Remote Customer Service and Sales Representative - Retention Specialist for a Leading Smart Home Security Provider

Introduction to arenaflex arenaflex has been at the forefront of revolutionizing the smart home security industry since its inception. As a pioneer in providing innovative security solutions, we have been helping protect and connect families, businesses, and larger commercial customers every day. Our mission is clear: we help save lives for a living. With a strong foundation built on continuous innovation, advanced technology, and strategic partnerships, we deliver products and services that make a real impact in the lives of our customers. At arenaflex, we believe in creating a culture of career advancement, inclusivity, and fun, where every employee can thrive and grow. About the Role 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 responsibility will be to retain customers who want to cancel their services by serving as an expert problem solver in a retention and sales capacity. You will handle a high volume of incoming calls from customers requesting to cancel and act as an expert by proactively identifying opportunities and recommending long-term solutions to keep a customer's business. The Retention Specialist's number one 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 resolve customer issues and retain business Save the business by re-selling customers on the value of arenaflex and what matters most Persuade and upsell customers while reducing customers' frustration and displeasure to ultimately save customers 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 the 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 goals Ability to multitask and use several tools to help retain customers and make them customers for life Essential and Preferred Qualifications To be successful in this role, you should have: 2+ years of experience in a sales role, where you had to sell or save a customer, selling and/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 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 Skills and Competencies The ideal candidate should possess: Excellent communication and interpersonal skills Ability to work with numerous screens and programs open to help resolve customer issues Strong problem-solving and analytical skills Ability to work in a fast-paced environment and handle multiple tasks simultaneously Strong attention to detail and ability to maintain accuracy in a high-volume call center environment Career Growth Opportunities and Learning Benefits At arenaflex, we are committed to creating a culture of career advancement and development. As a Retention Specialist, you will have access to: Onsite paid training for the first 8-12 weeks in Irving, TX Daily support from our training and onboarding teams to ensure your success A comprehensive learning journey focused on 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 At arenaflex, we pride ourselves on creating an inclusive and engaging work environment that fosters growth, development, and fun. As a remote employee, you will be expected to have a private, undisturbed place to work from home, free from any distractions, with high-speed internet and a designated distraction-free workspace. Compensation, Perks, and Benefits We offer a competitive compensation package, including: 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 Conclusion If you are a motivated and results-driven individual who is passionate about providing exceptional customer experiences and driving business growth, we encourage you to apply for this exciting opportunity. As a Retention Specialist at arenaflex, you will be part of a dynamic team that is dedicated to making a real impact in the lives of our customers. Join our team today and put purpose behind your paycheck. Apply now and take the first step towards a rewarding and challenging career with arenaflex. Apply for this job