Experienced Customer Service Team Lead – Nights and Weekends – Driving Exceptional Customer Experiences through Strategic Leadership and Operational Excellence

Introduction to arenaflex

arenaflex is a dynamic and growth-oriented organization that is revolutionizing the way customers interact with our products and services. As a leader in our industry, we are committed to providing exceptional experiences that exceed our customers' expectations. To achieve this goal, we are seeking an experienced and skilled Customer Service Team Lead to join our team. In this role, you will have the opportunity to make a positive impact on our customers and drive business success through strategic leadership and operational excellence.

Job Summary

As a Customer Service Team Lead at arenaflex, you will supervise and coach a fast-paced team to provide an exceptional experience to our customers and clients. You will lead your team to success by producing and implementing new ideas to increase productivity, increase customer satisfaction, and utilize data to make operational improvements. You will oversee day-to-day operations, monitor open orders, intervene as necessary to correct problems, provide support and decisioning for the team, ensure KPIs are met, and work closely with the Broker Relationship Management team. You will also coach, develop, and provide reviews to your associates, building customer and client relationships, and working closely with all levels of the organization.

Key Responsibilities

• Monitor day-to-day team operations, including queue management and inbound/outbound broker and customer communication, as well as any pending orders to ensure timely confirmation by ticket sellers.
• Monitor and manage strategy to meet SLAs for Inbound phone, chat, and queue work.
• Handle escalated broker and customer issues.
• Provide real-time support to Order Fulfillment agents, Offshore (BPO) partners, internal departments, and sellers.
• Facilitate agent development through bi-annual reviews, new agent training, frequent coaching feedback in real-time, and audit agent order handling and provide feedback in 1x1 meetings.
• Communicate high-level issues and fulfillment trends to upper management.
• Audit agent order handling.
• Interview and hire agents.
• Prepare and facilitate corrective action when needed.
• Approve and audit bi-weekly payroll.
• Manage multiple tasks and projects simultaneously.

Role Expectations and Progression

As a Team Lead - Customer Service at arenaflex, your role expectations will progress as follows:

First 30 Days

• Complete new hire orientation, gaining the resources you need to be successful.
• Gain advanced knowledge of how ticket marketplaces operate and how you'll contribute to providing great experiences for our customers.
• Become familiar with Work Force Management tools such as ADP, InContact reporting, and Freshdesk reporting.
• Begin having 1-1 meetings with direct reports focusing on coaching and rapport.

First 90 Days

• Contribute to our approaches, methods, or technologies to support overall business goals and drive team efficiencies.
• Maintain, harvest, and aid internal and external relationships to achieve progress and advance objectives.
• Gain ability to recognize order issues and trends while monitoring agent's day-to-day activity.
• Display ability to recognize and address agent errors and provide constructive feedback on how to meet their KPIs more effectively.

First 180 Days

• Apply methods to execute individual tasks that positively impact the team.
• Play an active role in continued learnings to advance skill sets necessary for team goals.
• Complete Tri-Annual reviews for direct reports in support of your Sr. Manager.
• Independently resolve escalated customer issues to provide positive ticket buying experience.

Requirements and Qualifications

To be successful in this role, you will bring:

• Excellent knowledge of the ticket fulfillment process.
• Strong problem-solving and independent decision-making skills.
• Ability to manage multiple tasks and projects simultaneously.
• Proactive in identifying potential order problems and finding resolutions.
• Track record of performance and reliability.

Essential Skills and Competencies

• Strong leadership and coaching skills.
• Excellent communication and interpersonal skills.
• Ability to work in a fast-paced environment and adapt to changing priorities.
• Strong analytical and problem-solving skills.
• Ability to work independently and as part of a team.

Career Growth and Development

At arenaflex, we are committed to the growth and development of our employees. As a Customer Service Team Lead, you will have access to training and development opportunities, including:

• Leadership development programs.
• Coaching and mentoring.
• Training on industry-leading technologies and tools.
• Opportunities for career advancement and professional growth.

Work Environment and Company Culture

arenaflex is a dynamic and innovative company that values its employees and customers. Our company culture is built on a foundation of:

• Respect and inclusivity.
• Collaboration and teamwork.
• Innovation and creativity.
• Customer-centricity and excellence.

Compensation and Benefits

arenaflex offers a competitive compensation package, including:

• Salary and bonus incentives.
• Equity opportunities.
• FLEX PTO and mental health days.
• Medical, dental, and vision insurance.
• 401K matching.
• Monthly credits and discounts for attending live events.
• Hybrid working model and a variety of additional workplace perks.

Conclusion

If you are a motivated and experienced customer service professional looking for a new challenge, we encourage you to apply for this exciting opportunity. As a Customer Service Team Lead at arenaflex, you will have the chance to make a positive impact on our customers and drive business success through strategic leadership and operational excellence. Join our team and be part of a dynamic and innovative company that values its employees and customers. Apply now and take the first step towards an exciting and rewarding career with arenaflex!