Customer Experience Loyalty Champion II – Retention & Upsell Specialist (Remote – Florida)

Welcome to arenaflex – Where Connection Meets Innovation

At arenaflex, we don’t just provide services; we create experiences that empower people to live, work, and play the way they truly want. As a leading force in the communications and technology space, we power millions of households and businesses, delivering the reliable connectivity that fuels productivity, creativity, and joy. Our culture is built on curiosity, bold ideas, and a relentless commitment to listening—because we know that listening is the first step to learning and growing together.

Join the #arenaflexTeamLife and become part of a community that celebrates diversity, embraces daring ideas, and supports every individual in reaching their full potential. Whether you’re tackling a crisis or celebrating a win, you’ll find a supportive network of teammates who lift each other up and champion excellence every single day.

About the Role: Customer Experience Loyalty Champion II

We are seeking a dynamic, customer‑focused professional to join our Loyalty team as a Customer Experience Loyalty Champion II. In this remote, Florida‑based position, you will be the frontline guardian of our customers’ satisfaction, proactively preventing churn, driving revenue through upsell opportunities, and delivering a premium experience that turns each interaction into a lasting relationship.

If you thrive in fast‑paced environments, love solving complex problems, and have a proven record of meeting or exceeding sales and retention goals, this is the perfect platform for you to shine.

Key Responsibilities

• Escalation Management: Resolve high‑complexity customer concerns, ensuring swift, effective solutions that restore confidence and trust.
• Revenue Generation: Convert every contact into a “sale or save” opportunity by presenting tailored offers that meet the customer’s needs while protecting arenaflex’s bottom line.
• Service Plus Mindset: Anticipate future issues and address them proactively, reducing the likelihood of repeat contacts.
• Account Analysis: Conduct thorough end‑to‑end account reviews to identify usage patterns, risk factors, and upsell potential.
• Loyalty & Retention Strategies: Deploy targeted retention tactics for high‑value and at‑risk accounts, leveraging historical data and real‑time insights.
• Churn Detection: Listen for “bells of churn” during conversations, applying analytics and past reports to intervene before disengagement occurs.
• Tool Mastery: Navigate arenaflex’s suite of CRM, billing, and analytics platforms independently, ensuring you can deliver the full spectrum of offers available.
• Brand Advocacy: Serve as a passionate ambassador for arenaflex, highlighting product benefits, service innovations, and community initiatives.
• Business Acumen: Balance customer delight with cost‑effectiveness, making decisions that benefit both the consumer and the organization.
• Post‑Resolution Planning: Recommend relevant plans, products, and services after issue resolution to prevent future contacts and deepen loyalty.

Essential Qualifications

• Bachelor’s degree or a minimum of one year of progressive customer service experience.
• At least one year of proven sales experience, with a demonstrable record of meeting or surpassing revenue and retention targets.
• Strong background in handling complex escalations, billing inquiries, and product‑related Q&A.
• Excellent communication skills, both verbal and written, with a natural ability to build rapport and trust.
• Willingness to work a rotating schedule—including nights, weekends, and holidays—to align with business demands.
• Compliance with home‑office requirements: a dedicated private workspace, reliable high‑speed internet (minimum 25 Mbps), and the ability to set up and maintain company‑provided equipment.

Preferred (Nice‑to‑Have) Qualifications

• Additional degree or certifications related to customer experience, sales, or telecommunications.
• Hands‑on troubleshooting experience with arenaflex’s products and services, including a solid understanding of our network architecture.
• Demonstrated success in promoting and upselling complementary products or services.
• One or more years of dedicated retention experience, preferably within a high‑volume contact‑center environment.
• Residence within a 75‑mile radius of the Florida hub (Temple Terrace, FL) to facilitate in‑person training and periodic collaboration sessions.

Core Skills & Competencies for Success

• Analytical Thinking: Ability to interpret data, spot trends, and make data‑driven recommendations.
• Emotional Intelligence: Sensitivity to customer tone, needs, and concerns, fostering empathy and effective problem‑solving.
• Negotiation & Persuasion: Skilled at presenting value propositions that resonate with diverse customer profiles.
• Time Management: Balancing multiple cases simultaneously while meeting SLA requirements.
• Technical Proficiency: Comfortable navigating CRM platforms, billing systems, and analytics dashboards.
• Adaptability: Thrive in a remote setting, self‑motivate, and quickly adjust to evolving policies or product updates.

Work Environment & Culture at arenaflex

Our remote model empowers you to work from the comfort of your own home while staying connected to a vibrant, collaborative team. You’ll attend periodic in‑person trainings and meetings at our state‑of‑the‑art hub in Temple Terrace, FL, fostering relationships with peers and leaders alike. arenaflex values:

• Innovation: Continuous improvement through bold ideas and cutting‑edge technology.
• Inclusivity: A workplace where diverse perspectives are celebrated and every voice matters.
• Community: Engagement initiatives that support local neighborhoods and global causes.
• Growth: Structured development pathways, mentorship programs, and tuition assistance.

Compensation, Perks & Benefits

arenaflex offers a competitive total rewards package designed to support your professional ambitions and personal well‑being.

• Base Salary + Incentives: Performance‑based bonus structure, shift differentials, overtime, and holiday pay.
• Health & Wellness: Medical, dental, vision coverage, short and long‑term disability, and AD&D insurance.
• Financial Security: 401(k) match, stock incentive programs, and supplemental life insurance.
• Work‑life Balance: Up to 8 paid holidays, 6 personal days, parental leave, adoption assistance, and a generous vacation accrual that starts at 15 days for new hires and grows with tenure.
• Additional Perks: Identity theft protection, pet insurance, group home & auto insurance, and a home‑office stipend for high‑speed internet.
• Professional Development: Tuition assistance, internal training resources, and pathways to leadership roles within arenaflex.

This position is incentive‑based, giving you the opportunity to earn beyond the standard salary by delivering exceptional retention and sales results.

Career Growth & Learning Opportunities

At arenaflex, we believe your career should evolve alongside the company’s growth. As a Customer Experience Loyalty Champion II, you will:

• Gain deep exposure to advanced analytics, predictive modeling, and cross‑functional collaboration.
• Access mentorship from senior retention strategists and product managers.
• Participate in leadership development programs that prepare you for supervisory or specialist roles.
• Earn certifications in customer experience management, sales methodologies, and telecommunications technology.
• Move laterally into related domains such as product development, quality assurance, or operations, should your interests expand.

How to Apply

If you are ready to make a meaningful impact, champion arenaflex’s brand, and help our customers stay connected to what they love, we encourage you to submit your application today. Even if you don’t meet every “nice‑to‑have” qualification, we value potential, passion, and a growth mindset.

Click the link below to begin your journey with arenaflex:

Equal Employment Opportunity

arenaflex is an equal‑opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability, or any other protected characteristic. Our commitment to diversity fuels innovation and strengthens our community.

Join arenaflex – Elevate the Customer Experience

Are you ready to bring your expertise, empathy, and energy to a role where every conversation matters? Become a driving force behind arenaflex’s mission to keep customers connected, satisfied, and loyal. Apply now and embark on a rewarding career that blends purpose, performance, and personal growth.