FT Customer Service Representative - Work From Home

The Arena Group is seeking a Customer Service Representative in their Membership department whose primary function is to serve as an ambassador for the brand, managing and fulfilling member and prospect member needs and inquiries for brands and partners. Representatives work digital (chat, SMS and email) and telephone channels, simultaneously in many cases. This role has a strong focus on customer retention. The goal is to prevent members from cancelling their subscription through value driven conversations and offers. This is a fast-paced environment, often with multiple competing deadlines, so the ability to multi-task is an invaluable skill.

Responsibilities

• Handle customer service queue of incoming member calls and emails within the SLA goals
• Handle live chat and SMS text queues within the SLA goals
• Process daily orders including 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 the assigned retention goals by saving members from cancelling subscriptions
  

Requirements

• 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

Snapshot of Benefits

• Medical, Dental and, Vision Coverage
• Retirement Savings Plan (401K), with company match
• Flexible Spending Account (FSA) & Health Savings Account (HSA)
• Reimbursement for business cell phone use per company policy
• Employee Stock Option Plan (Publicly Traded Company - AREN)
• Unlimited Paid Time Off
• Paid Parental Leave
• 12 Paid Holidays