Senior Customer Retention Advisor arenaflex Championing Customer Loyalty &

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About arenaflex

At arenaflex, were on a mission to bring lightningfast, reliable broadband to every corner of the country, especially the places that other providers often overlook. Our vision is simple: everyone deserves great internet, no matter where they live or what they do online. To achieve this, we rely on a team of passionate, innovative, and customercentric professionals who are committed to delivering an exceptional digital experience.

Why This Role Matters

Customer retention is the lifeblood of any subscriptionbased business. As a Customer Retention Advisor at arenaflex, youll be the frontline champion who turns atrisk customers into loyal advocates. Your work will directly influence our growth, brand reputation, and the overall satisfaction of thousands of households that rely on our services to stay connected, work, learn, and play.

Key Responsibilities

Proactive Engagement: Identify atrisk customers through data analytics, usage patterns, and proactive outreach. Initiate conversations to understand their concerns, objections, and expectations.

Resolution & Retention: Resolve objections with tailored solutionswhether its a service upgrade, a technical fix, or a flexible payment planensuring the customer feels heard and valued.

Cancellation & Termination Management: Handle cancellations, terminations, and MAC (Move, Add, Change) requests with empathy and efficiency, minimizing churn and preserving goodwill.

CrossFunctional Collaboration: Work closely with Technical Support, Billing, and Product teams to expedite issue resolution and deliver a seamless experience.

CRM Stewardship: Maintain accurate, uptodate records in our CRM system. Use data insights to identify trends, flag potential churn risks, and recommend process improvements.

Advocacy & Feedback Loop: Act as the customers voice within arenaflex, providing actionable feedback to product and service teams to enhance future offerings.

Continuous Improvement: Participate in regular Lunch & Learn sessions, team huddles, and strategy meetings to stay aligned with arenaflexs evolving goals.

Essential Qualifications

High school diploma or equivalent; Bachelors degree in Business, Communications, or a related field is a plus.

Minimum of 2 years of experience in customer service, preferably in telecom, broadband, or subscriptionbased industries.

Proven track record of meeting or exceeding retention targets in a fastpaced environment.

Strong analytical skills with the ability to interpret customer data and translate insights into action.

Excellent verbal and written communication skills in English; additional languages are a bonus.

Proficiency with CRM platforms (e.g., Salesforce, HubSpot) and Microsoft Office Suite.

Demonstrated empathy, patience, and the ability to remain calm under pressure.

Preferred Qualifications

Experience in a customersuccess or retention role within a highgrowth tech or telecom company.

Knowledge of broadband technologies, network infrastructure, and common service issues.

Familiarity with datadriven retention metrics such as churn rate, Net Promoter Score (NPS), and Customer Lifetime Value (CLV).

Previous exposure to remote or hybrid work environments.

Certifications in customer service excellence or related fields.

Skills & Competencies

CustomerCentric Mindset: Ability to put the customer first while aligning with business objectives.

ProblemSolving: Quick thinker who can diagnose issues, propose solutions, and follow through.

Relationship Building: Natural rapportbuilder who earns trust and maintains longterm relationships.

Organizational Excellence: Detailoriented, with strong timemanagement and multitasking skills.

Adaptability: Thrives in dynamic, evolving environments and embraces change.

Team Collaboration: Works effectively across departments to achieve shared goals.

Data Literacy: Comfortable working with metrics, dashboards, and reporting tools.

Career Growth & Learning Opportunities

At arenaflex, we believe in nurturing talent and providing clear pathways for advancement. As a Customer Retention Advisor, youll have the opportunity to:

Progress into senior retention or accountmanagement roles.

Transition into product management, operations, or business development.

Lead crossfunctional projects that shape arenaflexs customer experience strategy.

Participate in leadership development programs, mentorship, and continuous learning workshops.

Attend industry conferences, webinars, and training sessions to stay ahead of market trends.

Work Environment & Culture at arenaflex

Our culture is built on transparency, collaboration, and a shared commitment to customer excellence. Youll find:

A supportive, inclusive workplace that values diverse perspectives.

Regular Elevenses meetups where teams discuss company direction and celebrate wins.

Opendoor leadership that encourages feedback and .