Experienced Customer Service Team Lead for Nights and Weekends - Exceptional Leadership and Coaching Opportunity in a Fast-Paced Environment

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 leadership and 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 maintain, harvest, and aid internal and external relationships to achieve progress and advance objectives

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

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 first 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. In 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, 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 leadership or supervisory role
• Strong communication and interpersonal skills
• Ability to work in a fast-paced environment and adapt to changing circumstances
• Strong analytical and problem-solving skills
• Experience with Work Force Management tools and software

Skills and Competencies

To be successful in this role, you will need to possess excellent leadership and coaching skills, with the ability to motivate and develop a team of customer service representatives. You will need to be proactive, flexible, and adaptable, with a strong focus on customer satisfaction and experience. You will also need to have excellent communication and interpersonal skills, with the ability to work effectively with all levels of the organization.

Career Growth Opportunities and Learning Benefits

At arenaflex, we are committed to providing our employees with opportunities for career growth and development. We offer a range of training and development programs, including leadership development, customer service training, and technical skills training. We also provide opportunities for advancement and promotion, with a focus on recognizing and rewarding outstanding performance.

Work Environment and Company Culture

Our work 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. Our company culture is built on a foundation of respect, integrity, and excellence, with a focus on providing exceptional customer experiences and building strong relationships with our customers and clients.

Compensation, Perks, and Benefits

We offer a competitive compensation package, including bonus incentives and equity for all employees. We also provide a range of benefits and perks, 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 provides flexibility and work-life balance, with 3 days in the office and 2 days remote.

Conclusion

If you are a motivated and results-driven individual with a passion for leadership and customer service, we encourage you to apply for this exciting opportunity. As a Team Lead of Customer Service Nights and Weekends at arenaflex, you will have the opportunity to make a positive impact in a high-growth business and build customer and client relationships, working closely with all levels of the organization. Apply now to join our team and take the first step in an exciting and rewarding career with arenaflex.