Job Description
Are you a seasoned customer service professional with a passion for delivering exceptional experiences? Do you thrive in fast-paced environments and enjoy working with people from diverse backgrounds? If so, we invite you to join arenaflex as a Seasonal Customer Service Team Lead. As a key member of our customer service team, you will play a vital role in ensuring that our customers receive the highest level of service and support. **About arenaflex** arenaflex is a leading marketplace that empowers independent artists to sell and scale their work. Our platform connects artists with a global audience, fostering a community that celebrates creativity and self-expression. With a passion for great design, art, and interiors, we're committed to discovering and showcasing the best in visual art. Our team is dedicated to nurturing a culture of inclusivity, diversity, and innovation, and we're excited to welcome like-minded individuals to join our community. **The Role** As a Seasonal Customer Service Team Lead, you will be responsible for providing day-to-day support, subject matter expertise, and real-time coaching to our Customer Service Representatives (CSRs). You will work closely with our Team Supervisor to drive productivity, monitor incoming contact volumes, and ensure that our customers receive exceptional service. Your primary objective will be to offer the best experience possible for any customer interacting with arenaflex, and you will support CSRs in achieving this goal by providing hands-on team support. **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:** * A professional with leadership skills, 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 **Compensation and Benefits** * 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 * Paid Sick Leave * Minted Friends and Family Discount * Access to employee perks portal **How to Apply** If you're a motivated and customer-focused individual with a passion for delivering exceptional experiences, we invite you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you! **Disclaimer** arenaflex is an Equal Opportunity Employer committed to inclusion and diversity. We welcome people of different backgrounds, experiences, abilities, and perspectives and will consider all qualified applicants for employment in accordance with all state, local, and federal laws. arenaflex participates in the E-verify program. Apply for this job