Job Description
At arenaflex, we're passionate about empowering a thriving community of independent artists to sell and scale their work. As a Seasonal Customer Service Team Lead, you'll play a vital role in ensuring exceptional contact quality and service for our customers. If you thrive in a fast-paced, lively atmosphere, love working with people, solving problems, and providing top-notch service, we want to hear from you! **About arenaflex** arenaflex is where artists come together to reach further. Our marketplace empowers a thriving community of independent artists to sell and scale their work. We nurture self-expression, cultivate community, and bring the best in visual art to a global audience. Our people don't just believe in the power of art – we live it. We're obsessed with great design, art, and interiors, and we're constantly finding inspiration online. **The Role** As a Customer Service Lead, you'll be an instrumental part of ensuring the most exceptional contact quality and service possible for arenaflex's customers. You'll work closely with and provide daily support to a team of Customer Service Representatives (CSRs), serving as a subject matter expert and providing in-the-moment coaching and support to allow the team to deliver excellent service. You'll use problem-solving and people skills to support the team through multiple channels, driving productivity while monitoring incoming contact volumes, SLAs, and associated prioritization to tackle the highest priority cases first. **Key Responsibilities** * Provide day-to-day support, subject matter expertise, and real-time coaching for Customer Service Representatives, motivating and supporting the team to resolve customer concerns * Stay present and available for the broader Customer Service team, including monitoring communications, answering questions, and providing real-time feedback via Slack and Google Hangouts * Oversee the team to drive productivity through contact prioritization via queue management and adherence monitoring * Provide interval updates to the team, sharing hourly progress versus SLA targets * Navigate and resolve financial transactions and support vendor communications required to resolve customer concerns * Serve as the first line of defense for escalations for the broader Customer Service team * Approve service recovery requests and produce promo codes * Stay up-to-date about the knowledge base for arenaflex products, services, and policy details and updates by reviewing the Customer Service knowledge base, as well as training updates, and daily huddle announcements * Work closely with the Team Supervisor to support the CSR coaching process * As time permits, support answering email and other contacts; support ad hoc projects, such as Training and Quality Assurance support * In partnership with your Customer Service Team Supervisor, responsible for Quality Assurance, CSAT, and Productivity for your team * Promote a positive and friendly environment supporting good morale and cooperation **You Are** * Professional, with leadership skills, and excellent interpersonal and communication skills * Someone who leads by example, enthusiastically encouraging team members to follow arenaflex best practices and departmental policies * Able to take direction and quickly learn new procedures, processes, and products * Open to feedback, believing in a culture of continuous improvement as you work toward individual and departmental goals * Comfortable using technology; ideally familiar and experienced with eCommerce * Able to reliably meet a required flexible/variable hour work schedule including weekends based on business needs and adhere to company attendance policy **You Have** * A Bachelor’s degree or equivalent work experience * 2+ years of experience in a Customer Service role required, with proven excellence and an overall understanding of customer satisfaction * A proven track record of supporting arenaflex customers with exceptional service * Excellent written and verbal communication skills * Detail-oriented, problem solver, promotes a positive team environment * Excellent computer/software skills. (Google Docs, Sheets, and Slides) * Experience with Salesforce or other CRM software a plus **Additional Information** * Compensation: The compensation range for the role applies to employment offers from arenaflex. Our employment offers fall between the minimum and midpoint of the range to allow for continued salary growth during your employment at arenaflex. The upper half of the range accommodates this growth and supports our intention to create an environment that encourages lasting relationships between arenaflex and our employees. * Geo Base Salary Range 2 - Includes CO, IL, NJ, OR, TX, VA, WA - $22.71/hr * Geo Base Salary Range 3 - Includes AR, AZ, CT, FL, GA, ID, KS, LA, ME, MN, MO, MT, NC, NV, OK, TN, UT, WI - $20.84/hr * Benefits: + Paid Sick Leave + arenaflex Friends and Family Discount + Access to employee perks portal **How to Apply** If you're passionate about delivering exceptional customer service and leading a team to success, we want to hear from you! Apply now to become a Seasonal Customer Service Team Lead at arenaflex. Apply for this job