**Experienced Customer Service Representative – Membership Department**
At arenaflex, we're on a mission to revolutionize the world of digital media by empowering creators and publishers with innovative tools to publish and monetize their content. As a key member of our Membership department, you'll play a vital role in delivering exceptional customer experiences that drive retention and growth. If you're passionate about delivering top-notch service, building strong relationships, and staying ahead of the curve in a fast-paced environment, we want to hear from you!
**About arenaflex**
arenaflex is an innovative technology platform and media company that's transforming the media landscape. With a proven playbook and a unified technology platform, we empower creators and publishers to build their businesses and reach over 100 million users monthly across our diverse portfolio of over 265 brands. Our anchor brands, including Sports Illustrated, TheStreet, Parade, Men's Journal, and HubPages, are just a few examples of the many iconic names that trust arenaflex to help them succeed.
**What You'll Do**
As an Experienced Customer Service Representative in our Membership department, you'll be responsible for delivering exceptional customer experiences across multiple channels, including digital (chat, SMS, and email) and telephone. Your primary goal will be to serve as an ambassador for our brand, managing and fulfilling member and prospect member needs and inquiries for our brands and partners. You'll work closely with our team to prevent members from canceling their subscriptions through value-driven conversations and offers.
**Key Responsibilities:**
* Handle customer service queue of incoming member calls and emails within SLA goals
* Handle live chat and SMS text queues within SLA goals
* Process daily orders, including new subscriptions, subscription upgrades, username changes, service changes, refunds, and cancellations
* Process all credits and adjustments to member accounts
* Update and document all systems of record with customer interactions outcomes, the reason for the contact, and any comments or feedback
* Achieve assigned retention goals by saving members from canceling subscriptions
* Send confirmation documents of transactions and actions taken when appropriate
**What You'll Bring**
To succeed in this role, you'll need to bring the following skills and qualities:
* Demonstrated customer service and retention experience
* Excellent verbal and written communication skills
* Self-motivated team player who can also work well independently
* Ability to multitask in a fast-paced environment
* Confidence in speaking to customers
* Computer literacy (proficiency in MS Office applications, Salesforce experience a plus)
* Desire to learn new products and applications
* Friendly and outgoing demeanor
* Prior up-selling/cross-selling experience is a plus
**Benefits and Perks**
At arenaflex, we believe in taking care of our employees and offering a comprehensive benefits package that includes:
* Medical, Dental, and Vision Coverage
* Retirement Savings Plan (401K) with a percentage match
* Flexible Spending Account (FSA) & Health Savings Account (HSA)
* Commuter Benefits
* Reimbursement for business cell phone use per company policy
* Employee Stock Option Plan (Publicly Traded Company - AREN)
* Unlimited Paid Time Off
* Paid Parental Leave
**Why Join arenaflex?**
As an equal opportunity employer, we're committed to fostering an inclusive environment where everyone can thrive. We're passionate about innovation, creativity, and collaboration, and we're looking for like-minded individuals to join our team. If you're ready to take your career to the next level and be part of a dynamic and growing company, we want to hear from you!
**How to Apply**
If you're excited about this opportunity and want to join our team, please submit your application through our website. We can't wait to hear from you!
**Equal Opportunity Employer**
arenaflex is an equal opportunity employer committed to fostering an inclusive environment. We do not discriminate against any employee or applicant for employment on the basis of age, race, color, ancestry, national origin, religion, disability, sex, gender identity or expression, sexual orientation, status as a protected veteran, or any other protected status in accordance with applicable law.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Last updated: 2024-09-13
**About arenaflex**
arenaflex is an innovative technology platform and media company that's transforming the media landscape. With a proven playbook and a unified technology platform, we empower creators and publishers to build their businesses and reach over 100 million users monthly across our diverse portfolio of over 265 brands. Our anchor brands, including Sports Illustrated, TheStreet, Parade, Men's Journal, and HubPages, are just a few examples of the many iconic names that trust arenaflex to help them succeed.
**What You'll Do**
As an Experienced Customer Service Representative in our Membership department, you'll be responsible for delivering exceptional customer experiences across multiple channels, including digital (chat, SMS, and email) and telephone. Your primary goal will be to serve as an ambassador for our brand, managing and fulfilling member and prospect member needs and inquiries for our brands and partners. You'll work closely with our team to prevent members from canceling their subscriptions through value-driven conversations and offers.
**Key Responsibilities:**
* Handle customer service queue of incoming member calls and emails within SLA goals
* Handle live chat and SMS text queues within SLA goals
* Process daily orders, including new subscriptions, subscription upgrades, username changes, service changes, refunds, and cancellations
* Process all credits and adjustments to member accounts
* Update and document all systems of record with customer interactions outcomes, the reason for the contact, and any comments or feedback
* Achieve assigned retention goals by saving members from canceling subscriptions
* Send confirmation documents of transactions and actions taken when appropriate
**What You'll Bring**
To succeed in this role, you'll need to bring the following skills and qualities:
* Demonstrated customer service and retention experience
* Excellent verbal and written communication skills
* Self-motivated team player who can also work well independently
* Ability to multitask in a fast-paced environment
* Confidence in speaking to customers
* Computer literacy (proficiency in MS Office applications, Salesforce experience a plus)
* Desire to learn new products and applications
* Friendly and outgoing demeanor
* Prior up-selling/cross-selling experience is a plus
**Benefits and Perks**
At arenaflex, we believe in taking care of our employees and offering a comprehensive benefits package that includes:
* Medical, Dental, and Vision Coverage
* Retirement Savings Plan (401K) with a percentage match
* Flexible Spending Account (FSA) & Health Savings Account (HSA)
* Commuter Benefits
* Reimbursement for business cell phone use per company policy
* Employee Stock Option Plan (Publicly Traded Company - AREN)
* Unlimited Paid Time Off
* Paid Parental Leave
**Why Join arenaflex?**
As an equal opportunity employer, we're committed to fostering an inclusive environment where everyone can thrive. We're passionate about innovation, creativity, and collaboration, and we're looking for like-minded individuals to join our team. If you're ready to take your career to the next level and be part of a dynamic and growing company, we want to hear from you!
**How to Apply**
If you're excited about this opportunity and want to join our team, please submit your application through our website. We can't wait to hear from you!
**Equal Opportunity Employer**
arenaflex is an equal opportunity employer committed to fostering an inclusive environment. We do not discriminate against any employee or applicant for employment on the basis of age, race, color, ancestry, national origin, religion, disability, sex, gender identity or expression, sexual orientation, status as a protected veteran, or any other protected status in accordance with applicable law.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Last updated: 2024-09-13