Experienced Customer Service Manager – Virtual Team Lead
At arenaflex, we're passionate about delivering exceptional customer experiences that leave a lasting impression. Our award-winning Customer Service Team is the backbone of our success, and we're seeking a seasoned leader to join our ranks as a Customer Service Manager – Virtual Team Lead. If you're a strategic thinker with a knack for building high-performing teams, we want to hear from you.
About arenaflex
arenaflex is one of the world's largest online destinations for the home, offering a vast selection of products and a commitment to industry-leading technology and creative problem-solving. Our global headquarters is based in Boston, with offices and warehouses throughout the world. We're a community of innovators, risk-takers, and trailblazers who celebrate our differences and know that our unique perspectives make us stronger, smarter, and well-positioned for success.
The Role
As a Customer Service Manager – Virtual Team Lead, you'll be responsible for managing a team of 18-20 consultants at varying skill levels, providing extensive coaching and counseling to assist consultants in meeting customer satisfaction, resolution targets, and exceeding customer expectations. You'll conduct side-by-side observations and quality assurance (call monitoring) reviews, make recommendations and/or take corrective action to manage performance, and work closely with Talent Management and Senior Leadership to address and resolve employee issues.
Key Responsibilities
* Manage a team of 18-20 consultants at varying skill levels, providing guidance and support to ensure exceptional customer experiences
- Supervise consultants answering calls and emails from customers seeking assistance with post-order issues such as returns, replacements, refunds, delivery status, back order inquiries, and any other issues that may arise in the order fulfillment process
- Provide extensive coaching and counseling to assist consultants in meeting customer satisfaction, resolution targets, exceed customer expectations, build customer loyalty, and take advantage of sales opportunities
- Conduct side-by-side observations and quality assurance (call monitoring) reviews to assess team performance and identify areas for improvement
- Make recommendations and/or take corrective action to manage performance, including disciplinary and termination processes
- Work closely with Talent Management and Senior Leadership to address and resolve employee issues, including interviewing and recommending candidates for hire
- Analyze trends based on historical data to close performance gaps and identify opportunities for growth and improvement
- Respond in a professional and courteous manner to escalated customer service inquiries, requests, or complaints to reach an effective resolution
What You'll Need
* Strong problem-solving skills and the ability to think analytically while working in a fast-paced environment
- Proven ability to close performance gaps and drive team results
- Excellent communication and relationship-building skills, with the ability to build trust and rapport with team members and customers
- Proven ability to successfully provide relevant and immediate feedback in a fast-paced and complex environment
- Bachelor's Degree or equivalent customer-facing and management work experience
What We Offer
* Competitive salary range of $59K-65K, with base pay offered may vary depending on location, job-related knowledge, skills, and experience
- Restricted stock units may be provided as part of the compensation package, in addition to a full range of medical, financial, and/or other benefits, dependent on the position offered
- Opportunity to work with a dynamic and innovative team, with a focus on customer satisfaction and team growth
- Flexible work arrangements, including remote work options and flexible scheduling
- Professional development opportunities, including training and education programs to help you grow and succeed in your career
- A collaborative and inclusive work environment, with a focus on diversity, equity, and inclusion
Work Environment and Company Culture
arenaflex is a remote-friendly company, with a focus on flexibility and work-life balance. Our virtual team is designed to be collaborative and inclusive, with regular check-ins and team-building activities to help you connect with your colleagues and build strong relationships. We're committed to creating a workplace culture that's welcoming, supportive, and inclusive, with a focus on diversity, equity, and inclusion.
Compensation and Benefits
The salary range for this position is $59K-65K, with base pay offered may vary depending on location, job-related knowledge, skills, and experience. Restricted stock units may be provided as part of the compensation package, in addition to a full range of medical, financial, and/or other benefits, dependent on the position offered.
Assistance for Individuals with Disabilities
arenaflex is fully committed to providing equal opportunities for all individuals, including individuals with disabilities. As part of this commitment, we will make reasonable accommodations to the known physical or mental limitations of qualified individuals with disabilities, unless doing so would impose an undue hardship on business operations. If you require a reasonable accommodation to participate in the job application or interview process, please contact [email protected].
How to Apply
If you're a motivated and results-driven leader with a passion for customer service, we want 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 and learn more about your qualifications and experience.
About arenaflex
arenaflex is one of the world's largest online destinations for the home, offering a vast selection of products and a commitment to industry-leading technology and creative problem-solving. Our global headquarters is based in Boston, with offices and warehouses throughout the world. We're a community of innovators, risk-takers, and trailblazers who celebrate our differences and know that our unique perspectives make us stronger, smarter, and well-positioned for success.
Equal Opportunity Employer
arenaflex is an equal opportunity employer, committed to diversity, equity, and inclusion. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, genetic information, or any other legally protected characteristic.
Candidate Privacy Notice
arenaflex is committed to protecting your personal data and ensuring that it is processed in accordance with our Candidate Privacy Notice. If you have any questions regarding our processing of your personal data, please contact us at [email protected]. If you would rather not have us retain your data, please contact us anytime at [email protected].
Apply Now
Ready to join our team and take your career to the next level? Apply now and become a part of our dynamic and innovative team at arenaflex. Apply for this job