Introduction to arenaflex
arenaflex is a leading player in the industry, known for its commitment to providing exceptional customer experiences. As a high-growth business, we are constantly looking for talented and dedicated professionals to join our team. Our customer service team is the backbone of our organization, and we are seeking an experienced Team Lead to supervise and coach our nights and weekends team. If you are a motivated and results-driven individual with a passion for customer service, we encourage you to apply for this exciting opportunity.
Job Summary
As a Team Lead of Customer Service Nights and Weekends at arenaflex, you will be responsible for leading a fast-paced team to provide an exceptional experience to 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 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, working closely with all levels of the organization.
Key Responsibilities
- Supervise and coach a team of customer service representatives to provide an exceptional experience to 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 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 display ability to recognize and address agent errors and provide constructive feedback
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. Our office environment is dynamic and fast-paced, with a focus on collaboration and teamwork. We believe in providing our employees with the tools and resources they need to succeed, and we offer a range of benefits and perks to support their well-being and career development.
Role Expectations and Progression
As a Team Lead - Customer Service at arenaflex, your role expectations will progress as follows:
- Within the first 30 days, you will complete new hire orientation, gain advanced knowledge of how ticket marketplaces operate, and become familiar with Work Force Management tools such as ADP, InContact reporting, and Freshdesk reporting
- Within the first 90 days, you will contribute to our approaches, methods, or technologies to support overall business goals and drive team efficiencies, maintain and harvest internal and external relationships, and display ability to recognize order issues and trends while monitoring agent's day-to-day activity
- Within the first 180 days, you will 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, and independently resolve escalated customer issues to provide a positive ticket buying experience
Essential Qualifications
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
Preferred Qualifications
While not essential, the following qualifications are preferred:
- Previous experience in a team lead or supervisory role
- Experience working in a fast-paced, dynamic environment
- Knowledge of Work Force Management tools such as ADP, InContact reporting, and Freshdesk reporting
- Excellent communication and interpersonal skills
Skills and Competencies
To succeed in this role, you will need to possess the following skills and competencies:
- Strong leadership and coaching skills
- Excellent communication and interpersonal skills
- Ability to work in a fast-paced, dynamic environment
- Strong problem-solving and analytical skills
- Ability to manage multiple tasks and projects simultaneously
- Proactive and results-driven approach
Career Growth Opportunities and Learning Benefits
At arenaflex, we are committed to providing our employees with opportunities for career growth and development. As a Team Lead - Customer Service, you will have access to a range of training and development programs, including:
- Bi-annual reviews and feedback sessions
- New agent training and coaching programs
- Opportunities for career advancement and promotion
- Access to industry-leading tools and technologies
Work Environment and Company Culture
At arenaflex, we pride ourselves on our dynamic and fast-paced work environment. Our company culture is built around a passion for customer service, a commitment to teamwork, and a focus on continuous learning and development. We believe in providing our employees with the tools and resources they need to succeed, and we offer a range of benefits and perks to support their well-being and career development.
Compensation, Perks, and Benefits
As a Team Lead - Customer Service at arenaflex, you will be eligible for a range of benefits, including:
- 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
- Hybrid working model and a range of additional workplace perks
Conclusion
If you are a motivated and results-driven individual with a passion for customer service, we encourage you to apply for this exciting opportunity. As a Team Lead - Customer Service at arenaflex, you will have the chance to make a real impact in a high-growth business and build customer and client relationships, working closely with all levels of the organization. Don't miss out on this opportunity to join our dynamic and fast-paced team - apply today!
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