**Experienced Retention and Customer Service Representative – Remote Opportunity to Save Lives and Build a Career**

At arenaflex, we're not just a company – we're a family united by a noble purpose: helping save lives for a living. As the #1 smart home security provider in the U.S., we've been protecting and connecting families, businesses, and larger commercial customers every day since 1874. Our continuous innovation, advanced technology, and strategic partnerships deliver products and services that help protect life and valuables, whether at home, your business, or on the go. If you're looking for a career where you can make a real impact, join our team today and put purpose behind your paycheck. As an Experienced Retention and Customer Service Representative, you'll play a key role in the growth of our organization by serving as an expert problem solver in a retention and sales capacity. **Job Summary:** In this dynamic, fully remote role, you'll handle a high volume of incoming calls from customers requesting to cancel their arenaflex services. Your primary goal is to provide an award-winning customer experience that increases brand loyalty and retains customers for the long term. As a successful retention specialist, you'll get it right the first time by making a situation right and reducing the need for repeat calls or escalations. **Key Responsibilities:** * Handle a high volume of incoming calls from customers requesting to cancel their arenaflex services * Act as an expert by proactively identifying opportunities and recommending long-term solutions to keep a customer's business * Provide an award-winning customer experience that increases brand loyalty and retains customers for the long term * Utilize customer service and sales experience daily to save the business by re-selling customers on the value of arenaflex and what matters most * Appropriately handle back-to-back calls with care, empathy, compassion, overcoming objections, de-escalation, and professionalism to ensure the best customer experience * 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 your goals * Ability to multitask and use several tools to help retain customers and make them customers for life through tools like negotiating a lower rate, crediting them for billing errors, providing service to fix their system, and even selling them additional equipment * Maintain knowledge of arenaflex policies, products, services, and systems as well as knowledge of the wireless industry, service capabilities, and other security companies **Essential Qualifications:** * 2+ years of experience in a sales role, in which 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 * 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 * Negotiation Skills **Preferred Qualifications:** * Experience in a retention and sales capacity * Knowledge of the wireless industry, service capabilities, and other security companies * Proven problem-solving skills * Excellent communication and interpersonal skills * Ability to work in a fast-paced environment and meet deadlines **What We Offer:** * 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 * Starting hourly rate of $18.00 per hour, with incremental increases of $0.50 every 30 days until reaching $21.00 per hour after 180 days of employment * 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 among others **Why Choose arenaflex?** At arenaflex, it's more than a job – it's a noble purpose that defines us. We're the leading provider of electronic security, interactive home and business automation, and monitoring services for residences and small businesses in the United States. Every employee, from our executive leadership team to our support centers, is united under one noble purpose: helping save lives for a living. We're everyday heroes, and you'll be doing more than earning a paycheck – you'll be making an impact in the lives of our customers every single day. **How to Apply:** If you're passionate about making a difference and building a career, apply today to become an Experienced Retention and Customer Service Representative at arenaflex. Visit our website at [arenaflex website URL] to learn more about our company culture, benefits, and career growth opportunities. Apply for this job