First Look: Customer Service Representative 

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 canceling 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.

The Arena Group’s expected annualized base salary range for this position is currently $32,000. Actual salaries will vary based on multiple factors including, but not limited to location, education, experience, and other factors permitted by law. The listed salary range is but one component of The Arena Group’s total compensation and benefits available to its employees. 

Please note: due to the volume of applications we receive, only applicants selected for consideration will be contacted.

What You’ll Do

• 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 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 the assigned retention goals by saving members from canceling subscriptions
• Send confirmation documents of transactions and actions taken when appropriate

What You’ll Bring

• 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 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
• 12 Paid Holidays, including Juneteenth and New Year’s Eve