Introduction to arenaflex
arenaflex is a dynamic and growth-oriented organization that is revolutionizing the way customers interact with our products and services. As a leader in our industry, we are committed to providing an exceptional experience for our customers and clients. Our team is dedicated to delivering outstanding results, and we are seeking an experienced Customer Service Team Lead to join our ranks. In this role, you will have the opportunity to supervise and coach a fast-paced team, drive productivity and customer satisfaction, and contribute to the overall success of our organization.
Job Summary
As a Customer Service Team Lead at arenaflex, you will be responsible for leading a team of customer service representatives to provide an exceptional experience for our customers and clients. You will oversee day-to-day operations, monitor open orders, intervene as necessary to correct problems, provide support and decisioning for the team, and ensure that key performance indicators (KPIs) are met. You will also work closely with the Broker Relationship Management team and coach, develop, and provide reviews to your associates. This is a unique opportunity to have a positive impact in a high-growth business and build customer and client relationships while working closely with all levels of the organization.
Key Responsibilities
- Supervise and coach a team of customer service representatives to provide an exceptional experience for our customers and clients
- Oversee day-to-day operations, including queue management and inbound/outbound broker and customer communication
- Monitor and manage strategy to meet service level agreements (SLAs) for inbound phone, chat, and queue work
- Handle escalated broker and customer issues and provide real-time support to Order Fulfillment agents, offshore partners, internal departments, and sellers
- Facilitate agent development through bi-annual reviews, new agent training, frequent coaching feedback, and audit agent order handling
- Communicate high-level issues and fulfillment trends to upper management and audit agent order handling
- Interview and hire agents, prepare and facilitate corrective action when needed, and approve and audit bi-weekly payroll
- Manage multiple tasks and projects simultaneously and contribute to the overall success of the organization
Schedule and Work Environment
The schedule for this position is 3:00 pm - 12:00 am, with Sunday and Monday off. We offer a hybrid working model, with 3 days in the office and 2 days remote. This allows for a great balance between collaboration and flexibility, and we are committed to providing a supportive and inclusive work environment that allows our team members to thrive.
Role Expectations and Progression
As a Team Lead - Customer Service at arenaflex, your role expectations will progress as follows:
First 30 Days
- Complete new hire orientation and gain the resources you need to be successful
- Gain advanced knowledge of how our industry operates and how you'll contribute to providing great experiences for our customers
- Become familiar with Work Force Management tools such as ADP, InContact reporting, and Freshdesk reporting
- Begin having 1-1 meetings with direct reports, focusing on coaching and rapport
First 90 Days
- Contribute to our approaches, methods, or technologies to support overall business goals and drive team efficiencies
- Maintain, harvest, and aid internal and external relationships to achieve progress and advance objectives
- Gain the ability to recognize order issues and trends while monitoring agent's day-to-day activity
- Display the ability to recognize and address agent errors and provide constructive feedback on how to meet their KPIs more effectively
First 180 Days
- Apply methods to execute individual tasks that positively impact the team
- Play an active role in continued learnings to advance skill sets necessary for team goals
- Complete Tri-Annual reviews for direct reports in support of your Sr. Manager
- Independently resolve escalated customer issues to provide a positive ticket buying experience
Essential Qualifications and Skills
To be successful in this role, you will need:
- Excellent knowledge of the ticket fulfillment process
- Strong problem-solving and independent decision-making skills
- Ability to manage multiple tasks and projects simultaneously
- Proactive in identifying potential order problems and finding resolutions
- Track record of performance and reliability
In addition to these essential qualifications, we are looking for someone with a strong passion for customer service, excellent communication and coaching skills, and the ability to work in a fast-paced environment.
Career Growth Opportunities and Learning Benefits
At arenaflex, we are committed to the growth and development of our team members. As a Customer Service Team Lead, you will have access to a range of training and development opportunities, including:
- Bi-annual reviews and feedback sessions
- New agent training and coaching programs
- Opportunities to attend industry events and conferences
- Access to online training and development resources
We are also committed to promoting from within and providing opportunities for career advancement and professional growth.
Work Environment and Company Culture
At arenaflex, we are proud of our dynamic and inclusive work environment. We believe in fostering a culture of collaboration, innovation, and mutual respect, and we are committed to providing a supportive and inclusive workplace that allows our team members to thrive. Some of the benefits of working at arenaflex include:
- Competitive compensation and bonus incentives
- Equity for all employees
- FLEX PTO and mental health days
- Medical, dental, and vision insurance
- 401K matching and monthly credits and discounts for attending live events
- A hybrid working model that allows for flexibility and work-life balance
Conclusion
If you are a motivated and experienced customer service professional looking for a new challenge, we encourage you to apply for this exciting opportunity. As a Customer Service Team Lead at arenaflex, you will have the chance to make a real impact on our customers and our business, while also developing your skills and advancing your career. Don't miss out on this opportunity to join our dynamic and growth-oriented team - apply today!
Apply Now