Experienced Customer Service Team Lead - Bilingual in Denton, TX

At arenaflex, we're on a mission to revolutionize the way we deliver exceptional customer experiences. As a leading distributor of shipping, industrial, and packaging materials, we're committed to empowering our team members to be the ultimate problem solvers and deliver fast, friendly, and customer-focused experiences that our customers love. We're seeking an experienced Customer Service Team Lead - Bilingual to join our team in Denton, TX, and lead the way in legendary customer service.

About arenaflex

arenaflex is a family-owned company with over 9,000 employees across 13 locations in North America. We're proud to be a leading distributor of shipping, industrial, and packaging materials, and we're committed to providing our customers with the best possible experience. Our company culture is built on a foundation of teamwork, innovation, and customer-centricity, and we're always looking for talented individuals who share our passion for delivering exceptional results.

Job Summary

As a Customer Service Team Lead - Bilingual, you'll be responsible for leading a team of Customer Service Representatives in delivering exceptional customer experiences. You'll coach and develop your team members in all areas, including product knowledge, policies, and procedures, as well as performance metrics. You'll also review phone, email, and other customer interactions to evaluate quality, track results, and provide coaching and performance reviews for increased success. Additionally, you'll facilitate team meetings and one-on-one sessions to communicate policy updates, company information, and provide training and coaching.

Key Responsibilities

* Coach and develop Customer Service Representatives in all areas, including product knowledge, policies, and procedures, as well as performance metrics

• Review phone, email, and other customer interactions to evaluate quality, track results, and provide coaching and performance reviews for increased success
• Provide feedback to management on processes improvements that increase efficiency and customer satisfaction
• Facilitate team meetings and one-on-one sessions to communicate policy updates, company information, and provide training and coaching
• Handle escalated customer issues and provide weekly support for customer interactions
• Collaborate with other teams to ensure seamless customer experiences
• Stay up-to-date on industry trends and best practices to continuously improve customer service

Minimum Requirements

* High School diploma or equivalent required; Bachelor's degree preferred

• 3+ years of customer service experience
• 2+ years of experience in a leadership/supervisory role preferred
• Effective communication skills
• Bilingual (English/Spanish) - Fluent in both verbal and written forms

Preferred Qualifications

* Experience in a fast-paced, dynamic environment

• Proven track record of delivering exceptional customer experiences
• Strong leadership and coaching skills
• Ability to work in a team environment and collaborate with other teams
• Familiarity with customer service software and systems

Benefits

* Complete health insurance coverage and 401(k) with 6% employer match that starts day one!

• Multiple bonus programs
• Paid holidays and generous paid time off
• Tuition Assistance Program that covers professional continuing education
• Employee Perks:

+ Best-in-class, clean, modern facilities + First-class fitness center and beautifully maintained walking paths

Work Environment and Culture

* arenaflex is a dynamic and fast-paced environment that requires flexibility and adaptability

• We're committed to creating a culture that values teamwork, innovation, and customer-centricity
• Our team members are empowered to make decisions and take ownership of their work
• We prioritize work-life balance and offer flexible scheduling options
• We're a family-owned company with a strong sense of community and camaraderie

Compensation and Perks

* Competitive hourly rate: $28 - $35 per hour

• Opportunities for growth and advancement
• Comprehensive benefits package, including health insurance, 401(k), and paid time off
• Employee Perks:

+ Best-in-class, clean, modern facilities + First-class fitness center and beautifully maintained walking paths

How to Apply

If you're passionate about delivering exceptional customer experiences and leading a team of talented individuals, we want to hear from you! Apply now to join our team as a Customer Service Team Lead - Bilingual in Denton, TX. Apply for this job