Experienced Senior Client Support Supervisor – Leadership Development and Team Management

At arenaflex, we're on a mission to revolutionize the way we care for our furry friends and their human families. As a Senior Client Support Supervisor, you'll play a vital role in shaping the future of our company while leading a team of talented professionals. If you're a natural leader with a passion for delivering exceptional customer experiences, we want to hear from you!

About arenaflex

arenaflex is a leading online retailer of pet products, founded in 2011 by Ryan Cohen and Michael Day. Our headquarters is based in Dania Beach, Florida, USA, and we've grown into one of the largest online marketplaces specializing in pet food, treats, supplies, and other related items. Our commitment to customer-centricity has earned us a reputation for providing top-notch service, including 24/7 customer support and an intuitive website.

Job Summary

We're seeking an experienced Senior Client Support Supervisor to join our Pharmacy Healthcare Client Care Team. As a key member of our leadership team, you'll be responsible for building high-performing teams, driving business growth, and delivering exceptional customer experiences. If you're a results-driven leader with a passion for developing talent and driving business outcomes, we want to hear from you!

Key Responsibilities

* Develop and implement strategies to drive business growth, improve customer satisfaction, and enhance team performance

• Lead team meetings and workshops to communicate business updates, drive engagement, and facilitate collaboration
• Participate in and own the performance evaluation process for team members
• Foster a culture of excellence in Pharmacy Healthcare through effective training, feedback, and development plans for team leaders
• Collaborate with cross-functional teams to develop and execute new onboarding programs that enhance the career development experience
• Contribute to the development of business strategies and drive change management initiatives (e.g., Open Strategies refinement, Client Experience Improvement Drives, Tweet feedback execution, etc.)
• Demonstrate a willingness to learn, share, and receive feedback
• Provide exceptional customer service, working with empathy, compassion, and attention to detail
• Identify and implement process improvements that enhance the customer experience, employee experience, or operational efficiencies
• Drive Labor Force Planning initiatives 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 regulatory requirements for Pharmacy-related tasks related to the PIC
• 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
• Establish relationships with key stakeholders in Marketing, Product, Business Insights, 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 "focus in" to tackle various challenges
• Demonstrated teaching abilities that can influence both front-line specialists and leadership
• Must be willing to work 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 skills 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 of 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

Benefits of Working at arenaflex

* Competitive hourly rate of $30/hour

• Opportunity to work with a dynamic and growing company in the pet industry
• Collaborative and supportive work environment
• Professional development and growth opportunities
• Comprehensive benefits package (including health, dental, and vision insurance)
• Paid time off and holidays
• Access to a wide range of pet products and services
• Recognition and rewards for outstanding performance

How to Apply

If you're a motivated and results-driven leader with a passion for delivering exceptional customer experiences, we want to hear from you! Apply now to join our team and be a part of shaping the future of arenaflex! Apply Job! Apply for this job