Experienced Customer Service Assistant Manager – Customer Experience and Team Leadership

At arenaflex, we're dedicated to providing world-class products and services that exceed our customers' expectations. As a leading brand in the industry, we're committed to building a team of passionate and results-driven professionals who share our vision for excellence. We're seeking an experienced Customer Service Assistant Manager to join our team, leading our customer service efforts and driving team success.

About arenaflex

arenaflex is a dynamic and innovative company that's been outfitting pioneers with high-quality products for over 100 years. Our commitment to American craftsmanship and customer service has earned us a reputation as a leader in the industry. At arenaflex, we believe that every team member is a key stakeholder, making decisions that impact our overall vision and direction. We're a growing and evolving company, and we're looking for individuals who share our passion for innovation, excellence, and customer service.

About the Role

We're seeking a results-driven and experienced Customer Service Assistant Manager to join our team. The ideal candidate will lead with a focus on continuous process improvement and empathy, prioritizing the needs and concerns of both customers and team members. Your ability to build strong, trusting relationships will enhance our customer experience and drive team success. If you're passionate about customer service, we'd love to hear from you!

Key Responsibilities

* Design and implement training programs to ensure team members stay updated on policies, tools, customer service best practices, and operational procedures.

• Monitor phone dashboards and queues to observe performance and productivity in an effort to provide real-time feedback and supervision.
• Coach Customer Service Team Members to achieve goals, set expectations, and reinforce policies and procedures.
• Assist in managing the Contact Center including staffing, scheduling, coaching, performance management, and process improvement initiatives.
• Performance management of team members which includes attendance, productivity, conduct, and any other criteria pertinent to job function
• Resolves customer challenges as necessary; directly addresses escalated customer concerns, complaints, and complex issues that cannot be resolved by front line team members or supervisors
• Establish and maintain a feedback loop to collect, analyze, and act on customer insights, driving continuous improvement in service quality.
• Works collaboratively across teams to identify customer experience challenges; especially those impacting order fulfillment and return resolution
• Keeps the Senior Manager of Customer Service apprised of department performance, productivity, challenges, disciplinary actions, and staffing needs
• Oversight of customer interactions, ensuring they are handled with attention to detail in an effort to enhance the customer experience
• Cultivates a supportive culture; offers guidance and support to improve the team members' experiences thereby enhancing the customer experience
• Identify opportunities to improve processes, increase operational effectiveness, and implement new initiatives to optimize the department.
• Provides recognition for team members' productivity and performance in an effort to boost individual and department morale
• Utilize customer service platforms, ticketing systems, and reporting tools (e.g., Zendesk, Salesforce) to streamline operations and maintain high service standards.

Qualifications

* Minimum of two years of Leadership experience with at least five years' experience in a Call Center environment, or experience leading a customer-focused team within a fast-paced growing environment

• Strong understanding of call center and customer service metrics
• Experience in a retail setting
• Cloud phone system & CRM experience
• Problem Solving Skills
• Time Management and Multitasking
• Ability to coach, train, and motivate team members and evaluate their performance
• Must work well in a dynamic, fast-paced work environment, and be good at dealing with constant change

What We Offer

* Competitive salary range: $77,000 - $90,000 depending on location and experience

• Opportunity to work with a dynamic and innovative company
• Collaborative and supportive work environment
• Professional development and growth opportunities
• Recognition and rewards for outstanding performance
• Comprehensive benefits package, including medical, dental, and vision insurance
• Generous paid time off and holidays
• Access to cutting-edge technology and tools

About Our Culture

At arenaflex, we're committed to creating a workplace that's inclusive, diverse, and supportive. We believe that every team member has the right to work in surroundings that are free from all forms of unlawful discrimination. We're an equal opportunity employer, and we welcome applications from diverse candidates.

How to Apply

If you're passionate about customer service and leadership, we'd love to hear from you! Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you!

Note

arenaflex is an equal opportunity employer. We believe that every team member has the right to work in surroundings which are free from all forms of unlawful discrimination. It is our policy that all decisions involving any aspect of the employment relationship will be made without regard to race, color, sex, religion, age, national origin, marital status, sexual orientation, gender identity, the presence of any sensory, mental, or physical disability, veteran and military status, genetic information, political ideology or any other status or characteristic protected by local, state or federal law. Discrimination and/or harassment based on any of those factors are totally inconsistent with our philosophy of doing business and will not be tolerated. With regard to applicants or team members with disabilities, the company offers what the law refers to as "reasonable accommodation" to enable a person to perform his or her job. Note: This job description is not meant to be all-inclusive. Team members may be required to perform other duties to meet the ongoing needs of the organization. Apply for this job