Introduction to arenaflex
arenaflex is a dynamic and growth-oriented organization that values exceptional customer experiences and strives for excellence in all aspects of its operations. As a leader in its industry, arenaflex recognizes the importance of building strong relationships with its customers, clients, and partners. With a focus on innovation, teamwork, and continuous improvement, arenaflex offers a unique and rewarding work environment that fosters professional growth and development.
Job Overview
We are seeking an experienced and skilled Customer Service Team Lead to join our team, leading our nights and weekends operations. As a Team Lead, you will supervise and coach a fast-paced team to provide an exceptional experience to our customers and clients. Your expertise and leadership will be instrumental in driving productivity, increasing customer satisfaction, and utilizing data to make operational improvements. You will have the opportunity to build customer and client relationships, working closely with all levels of the organization, and contributing to the success of arenaflex.
Key Responsibilities
- Oversee day-to-day operations, monitoring open orders, intervening as necessary to correct problems, providing support and decision-making for the team, and ensuring KPIs are met
- Work closely with the Broker Relationship Management team to coach, develop, and provide reviews to associates
- Build customer and client relationships, working closely with all levels of the organization
- Monitor and manage strategy 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 and organizing work to meet deadlines and achieve goals
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-facing role, preferably in a leadership or supervisory position
- Strong communication and interpersonal skills, with the ability to build relationships with customers, clients, and team members
- Experience with Work Force Management tools, such as ADP, InContact reporting, and Freshdesk reporting
- Ability to work in a fast-paced environment, with a focus on adaptability and flexibility
Career Growth and Development
At arenaflex, we are committed to the growth and development of our team members. As a Customer Service Team Lead, you will have the opportunity to develop your skills and expertise, with a focus on leadership, coaching, and operational excellence. Our comprehensive training program will provide you with the tools and resources you need to succeed, and our performance management process will help you set and achieve goals, with regular feedback and coaching.
Role Expectations and Progression
In the first 30, 90, and 180 days, you can expect to:
- Complete new hire orientation, gaining the resources you need to be successful
- Gain advanced knowledge of how ticket marketplaces operate and how you'll contribute to providing great experiences for our customers
- Become familiar with Work Force Management tools and begin having 1-1 meetings with direct reports, focusing on coaching and rapport
- 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
- Display ability to recognize and address agent errors and provide constructive feedback on how to meet their KPIs more effectively
- Apply methods to execute individual tasks that positively impact the team, playing 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, and independently resolve escalated customer issues to provide positive ticket buying experiences
Work Environment and Company Culture
arenaflex offers a dynamic and supportive work environment, with a focus on teamwork, collaboration, and innovation. Our company culture values diversity, equity, and inclusion, and we are committed to creating a workplace that is welcoming and inclusive for all employees. With a hybrid working model, you will have the flexibility to work from home and in the office, with a schedule that includes 3 days in the office and 2 days remote.
Compensation, Perks, and Benefits
arenaflex offers a competitive compensation package, with bonus incentives and equity for all employees. Our benefits include FLEX PTO, mental health days, medical, dental, and vision insurance, 401K matching, and monthly credits and discounts for attending live events. We also offer a variety of additional workplace perks, including a hybrid working model, to support your well-being and work-life balance.
Conclusion
If you are a motivated and experienced customer service professional, with a passion for leadership and coaching, 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 positive impact on our customers and clients, while developing your skills and expertise in a fast-paced and dynamic environment. Join our team and be a part of our mission to provide exceptional customer experiences and drive business success.
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