Job description
Title: Customer Service Representative
Employment Type: Full Time
Location: Remote
Position Overview
We are seeking a Customer Service Representative in our 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 our 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.
**We are seeking candidates that are outside of the Tri-State Area**
Compensation Package
- Full-Time: $32,000 per year
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)
- 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
- 12 Paid Holidays
Company Overview
The Arena Group creates dynamic, digital destinations that delight consumers with stories and news about the things they love – their favorite sports teams, the inside scoop on personal finance, and the latest on lifestyle essentials. We are building out a robust media ecosystem that brings together consumers, publishers and advertisers with a proven strategy that brings sustainable performance growth in audience, engagement and monetization. We harness the authority of trusted brands and the editorial prowess of our leading writers and editors. Our destinations live on a robust technology platform that helps deliver best in class capabilities in direct sales and programmatic advertising, data, SEO, social, and operations.
The Arena Group 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.
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