Experienced Full Stack Leadership Professional – Client Experience and Operations Management

At arenaflex, we're on a mission to revolutionize the way we interact with our customers and drive business growth through exceptional leadership and operational excellence. As a Senior Client Support Supervisor, you'll play a pivotal role in shaping our team's culture and driving results that exceed our customers' expectations.

About arenaflex

arenaflex is a leading online retailer of pet products, dedicated to providing a seamless and enjoyable shopping experience for our customers. With a strong focus on customer satisfaction and a commitment to innovation, we've become one of the largest online business platforms specializing in pet food, treats, supplies, and other related items.

Job Summary

We're seeking an experienced and results-driven Senior Client Support Supervisor to join our Pharmacy Healthcare Client Care Team. As a key member of our team, you'll be responsible for leading a high-performing team of leaders, driving business growth, and ensuring exceptional customer experiences. If you're a natural leader with a passion for driving results and a customer-first mindset, we want to hear from you.

Key Responsibilities

* Lead and develop a team of leaders to achieve exceptional business results and drive customer satisfaction

• Conduct regular team meetings and training sessions to ensure seamless execution of business objectives and drive colleague engagement
• Participate in and own the performance evaluation process for all team members
• Foster a culture of excellence in Pharmacy Healthcare through effective coaching, feedback, and development plans for team leaders
• Develop and execute new leadership onboarding programs to enhance the career development experience
• Contribute to strategic planning and drive change management initiatives for business growth (Open Strategies refinement, Customer Experience Improvement Drives, etc.)
• Demonstrate a willingness to learn, share, and receive feedback
• Provide exceptional customer service and support to internal colleagues and external customers
• Identify and implement process improvements that enhance the customer experience, colleague experience, or operational efficiencies
• Drive Labor Force Planning activities for the business through collaboration with the WFM team (Continuous Line Management, Overtime and VTO management, Maintaining Staffing records and Team Tasks)
• Ensure compliance with all regulatory requirements for Pharmacy-related tasks
• Participate in weekly call listening meetings to follow the healthcare customer journey and drive improvement in the customer experience
• Ensure compliance with all organizational policies and procedures
• Establish relationships with key stakeholders in Marketing, Product, Business Intelligence, Quality, Labor, and Learning and Development to build trust and partnerships
• Perform other duties as assigned and required

Requirements

* 5+ years of multi-channel contact center management experience or Healthcare/Pharmacy Services experience or equivalent experience

• Ability to adapt to rapidly changing objectives and willing to "dive in" to tackle various challenges
• Demonstrated teaching abilities that can influence both front-line specialists and leadership
• Must be willing to live within 100 miles of Pittston, PA
• BS/BA degree or equivalent experience (e.g., 5+ years industry experience in lieu of degree)
• Strong PC and web capabilities in a technology-driven environment
• Proficiency in MS Office suite (Excel is a must)
• Excellent oral and written communication skills, and a pleasant and clear manner in presenting information to a group
• Candidate should be flexible with scheduling as the position may include nights, weekends, and some holidays
• Position may require travel

About arenaflex and its Benefits

arenaflex is a leading online retailer of pet products, dedicated to providing a seamless and enjoyable shopping experience for our customers. With a strong focus on customer satisfaction and a commitment to innovation, we've become one of the largest online business platforms specializing in pet food, treats, supplies, and other related items.

arenaflex Benefits

* Competitive hourly rate of $30/hour

• Opportunity to work in a dynamic and innovative environment
• Collaborative and supportive team culture
• Professional development and growth opportunities
• Comprehensive benefits package (medical, dental, vision, etc.)
• Paid time off and holidays
• Flexible scheduling and remote work options

Why Join arenaflex?

At arenaflex, we're passionate about delivering exceptional customer experiences and driving business growth through innovative leadership and operational excellence. If you're a results-driven leader with a customer-first mindset, we want to hear from you. Join our team and be part of a dynamic and innovative organization that's shaping the future of online retail.

How to Apply

If you're ready to take your leadership skills to the next level and join a team that's passionate about delivering exceptional customer experiences, apply now! Visit our website to learn more about our company culture and benefits, and submit your application today. Apply Now! Apply for this job