Experienced Customer Service Team Lead – Nights and Weekends – Driving Exceptional Customer Experiences and Team Success at arenaflex

Introduction to arenaflex and the Role arenaflex is a dynamic and growth-oriented organization that is revolutionizing the way customers interact with our products and services. As a key player in our customer service team, you will have the opportunity to make a significant impact on our customers' experiences and contribute to the success of our business. We are seeking an experienced and motivated Customer Service Team Lead to join our team, leading our nights and weekends operations to deliver exceptional customer experiences and drive team success. Job Summary As a Customer Service Team Lead at arenaflex, you will supervise and coach a fast-paced team to provide an exceptional experience to our customers and clients. You will lead your team to success by producing and implementing new ideas to increase productivity, increase customer satisfaction, and utilize data to make operational improvements. You will oversee day-to-day operations, monitor open orders, intervene as necessary to correct problems, provide support and decision-making for the team, ensure KPIs are met, and work closely with the Broker Relationship Management team. You will also coach, develop, and provide reviews to your associates, building customer and client relationships, and working closely with all levels of the organization. Key Responsibilities Lead and coach a team of customer service representatives to deliver exceptional customer experiences Monitor day-to-day team operations, including queue management, inbound/outbound broker and customer communication, and pending orders Develop and implement strategies to meet SLAs for inbound phone, chat, and queue work Handle escalated broker and customer issues, providing 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 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, prioritizing tasks to meet deadlines and achieve team goals Role Expectations and Progression As a Team Lead – Customer Service at arenaflex, your role expectations will progress over the first 30, 90, and 180 days. In 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. You will begin having 1-1 meetings with direct reports, focusing on coaching and rapport. In the next 90 days, you will contribute to our approaches, methods, or technologies to support overall business goals and drive team efficiencies. You will maintain, harvest, and aid internal and external relationships to achieve progress and advance objectives. After 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, and complete Tri-Annual reviews for direct reports. Essential Qualifications 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 Previous experience in a customer service leadership role Experience with Work Force Management tools, such as ADP, InContact reporting, and Freshdesk reporting Strong coaching and development skills, with experience in facilitating agent development and providing constructive feedback Ability to work in a fast-paced environment, prioritizing tasks to meet deadlines and achieve team goals Skills and Competencies To be successful in this role, you will need to possess excellent communication and interpersonal skills, with the ability to build strong relationships with customers, clients, and team members. You will need to be proactive, flexible, and adaptable, with a strong focus on delivering exceptional customer experiences. You will also need to be able to work independently, making decisions and taking actions to resolve issues and improve processes. 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 training and development programs, designed to help you build your skills and advance your career. You will also have the opportunity to work with a talented and experienced team, learning from their expertise and sharing your own knowledge and experience. Work Environment and Company Culture arenaflex is a dynamic and supportive work environment, where team members are encouraged to share their ideas and contribute to the success of the business. We offer a hybrid working model, with 3 days in the office and 2 days remote, allowing you to balance your work and personal life. Our company culture is built on a foundation of respect, inclusivity, and teamwork, where everyone is valued and supported. Compensation, Perks, and Benefits arenaflex offers a competitive compensation package, including bonus incentives and equity for all employees. We also offer a range of benefits, including FLEX PTO, mental health days, medical, dental, and vision insurance, 401K matching, and monthly credits and discounts for attending live events. Our hybrid working model and flexible work arrangements allow you to balance your work and personal life, while our company culture and team events provide a fun and supportive work environment. Conclusion If you are a motivated and experienced customer service professional, looking for a new challenge and opportunity to make a significant impact on customer experiences, we encourage you to apply for this role. As a Customer Service Team Lead at arenaflex, you will be part of a dynamic and growth-oriented organization, with a talented and experienced team, and a supportive and inclusive company culture. You will have the opportunity to build your skills and advance your career, while delivering exceptional customer experiences and driving team success. Apply now to join our team and take the first step in an exciting and rewarding career with arenaflex. Apply for this job