Experienced Customer Service Lead – Luxury Stores Customer Service

At arenaflex, we're committed to delivering exceptional customer experiences that exceed our customers' expectations. As a Customer Service Lead in our Luxury Stores team, you'll play a critical role in ensuring that our customers receive world-class service while navigating complex issues. If you're a seasoned customer service professional with a passion for luxury retail, we want to hear from you.

About arenaflex

arenaflex is a leading provider of innovative solutions and services that empower businesses to thrive in a rapidly changing world. Our team of experts is dedicated to delivering exceptional customer experiences that drive loyalty, retention, and growth. With a strong focus on diversity, equity, and inclusion, we're committed to creating a workplace culture that values and celebrates individuality.

Job Summary

As a Customer Service Lead in our Luxury Stores team, you'll be responsible for providing coaching, guidance, and support to our Customer Service Associates (CSAs) to ensure that they deliver exceptional customer service while managing workflow and processes effectively. You'll work closely with our Luxury Stores Manager to identify areas for improvement, provide feedback, and implement solutions to drive business results.

Key Responsibilities

* Provide 1x1 coaching to CSAs and Lead team members to ensure performance meets company standards

• Identify performance improvement opportunities through contact evaluations, providing feedback to managers and Quality Assurance (QA)
• Serve as a reference and point of contact for escalated customer situations, offering guidance and using judgment to resolve issues promptly
• Escalate and document progress and operational roadblocks to management
• Monitor real-time adherence reporting to ensure service metrics are met
• Act as a Subject Matter Expert (SME) for company policies and processes
• Deliver quick results with minimal supervision in a dynamic and often ambiguous work environment

A Day in the Life

* Manage CS help inbox, including monitoring and reporting trends, utilizing tools like Seller Central, CSC Call Center Manager, TT, SIM, and shipping carrier admin sites

• Monitor and guide daily workflow across phone, email, and chat channels, ensuring consistent coverage and service delivery
• Facilitate high-volume CS help desk communication using SIM, prioritizing issues and ensuring resolutions are handled within the SLA
• Maintain and follow up on manual, mishandled, or exception orders to ensure customer satisfaction
• Manage CS Issue ticketing with brand and fulfillment teams to resolve customer and departmental technical issues
• Assist with new hire training programs and onboarding of new CSA's, ensuring a smooth transition into the team
• Distribute and manage special project workflows, collaborating with Customer Service Associates (CSAs)
• Adopt CS policies and procedures, ensuring compliance and consistency through contact coaching and providing general support for the CS staff
• Collaborate with internal groups such as QC, Returns departments, Brand Teams, Merchandising, and FC to resolve customer-facing issues
• Sustain SLA adherence by managing high-volume workloads and assisting with peak demand periods

Preferred Qualifications

* Demonstrated success in coaching, mentoring, and/or leading a small team in a customer service environment

• Mastery of essential customer service functions
• Collaborative approach to problem-solving, with a focus on sharing and enhancing team knowledge
• Excellent attention to detail and ability to work in a team-oriented environment

What We Offer

* Competitive base pay ranging from $37,200/year in our lowest geographic market up to $59,700/year in our highest geographic market

• Total compensation package, including equity, sign-on payments, and other forms of compensation
• Full range of medical, financial, and/or other benefits
• Opportunity to work in a dynamic and fast-paced environment with a team of passionate and dedicated professionals
• Collaborative and inclusive workplace culture that values and celebrates individuality
• Professional development opportunities to help you grow and advance in your career

How to Apply

If you're a motivated and results-driven customer service professional with a passion for luxury retail, we want to hear from you. Please submit your application via our internal or external career site. We can't wait to hear your story and learn more about your experience.

Equal Employment Opportunity

arenaflex is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. We're committed to creating a workplace culture that values and celebrates individuality.

Accommodations

If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.

Los Angeles County and San Francisco Fair Chance Ordinance

Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. Apply for this job