Lead Supervisor - Customer Care: Championing Exceptional Service at arenaflex

Job Title:

Lead Supervisor - Customer Care

Reports to:

Manager, Customer Relations Center

Location:

Kirkwood, NY

Work Type:

Office

About arenaflex:

As a leading energy company, arenaflex is at the forefront of the energy transition towards a low-emissions economy. With a presence in dozens of countries, we supply energy to nearly 100 million people and develop our renewable, network, and commercial activities in various regions. Our commitment to innovation, sustainability, and customer satisfaction drives us to excel in everything we do. We're not just an energy company; we're a champion of the future.

Job Summary:

We're seeking an exceptional Lead Supervisor - Customer Care to join our team at arenaflex. As a key member of our Customer Relations Center, you'll oversee the daily operations and staff, ensuring timely responses to customer inquiries and requests, and managing employee performance. If you're passionate about delivering exceptional customer service, leading high-performing teams, and driving business results, we want to hear from you.

Responsibilities:

As a Lead Supervisor - Customer Care, you'll be responsible for:

• Supervising team members to handle inbound customer telephone calls with maximum productivity, high-quality customer service, and adherence to policy and procedures
• Responding to escalated customer complaints and resolving issues in a timely and professional manner
• Providing coaching, counseling, and performance feedback to both CSR and supervisory team members to ensure they meet or exceed performance expectations
• Handling routine personnel issues, including performance management, discipline, and employee relations
• Contributing to establishing and maintaining a work environment that is customer-focused, recognizes achievement, rewards high performance, and promotes opportunity
• Performing supervisory stand-by duty, as required, during weekends or emergency situations
• Responding to PSC inquiries as needed

Essential Qualifications:

* Bachelor's or Master's degree in a related field (e.g., Business Administration, Communications, or Customer Service)

• Minimum 5 years of experience in the customer service field, with at least 3 years of supervisory experience
• Proven track record of delivering exceptional customer service and leading high-performing teams
• Strong communication, coaching, and interpersonal skills
• Ability to work in a fast-paced environment and adapt to changing priorities
• Familiarity with customer relationship management (CRM) software and other relevant tools

Preferred Qualifications:

* Experience working in a call center or customer service environment

• Knowledge of arenaflex's products and services
• Certification in customer service or a related field (e.g., Certified Customer Service Representative (CCSR))
• Experience with performance management, employee relations, and conflict resolution

Skills and Competencies:

* Excellent communication, coaching, and interpersonal skills

• Strong problem-solving and analytical skills
• Ability to work in a team environment and build strong relationships with colleagues and customers
• Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook)
• Familiarity with CRM software and other relevant tools
• Ability to adapt to changing priorities and work in a fast-paced environment

Career Growth Opportunities and Learning Benefits:

At arenaflex, we're committed to helping our employees grow and develop their careers. As a Lead Supervisor - Customer Care, you'll have opportunities to:

• Develop your leadership skills and take on new challenges
• Participate in training and development programs to enhance your knowledge and skills
• Collaborate with cross-functional teams to drive business results and improve customer satisfaction
• Contribute to the development of arenaflex's customer service strategy and initiatives

Work Environment and Company Culture:

arenaflex is a dynamic and inclusive workplace that values diversity, equity, and inclusion. We're committed to creating a work environment that's supportive, collaborative, and fun. As a Lead Supervisor - Customer Care, you'll have the opportunity to work with a talented team of professionals who share your passion for delivering exceptional customer service.

Compensation, Perks, and Benefits:

arenaflex offers a competitive compensation package, including:

• Base salary range: $92,185 to $115,232
• Comprehensive benefits package, including medical, dental, and vision insurance
• 401(k) retirement plan with company match
• Paid time off and holidays
• Opportunities for professional development and career growth

How to Apply:

If you're a motivated and customer-focused leader who is passionate about delivering exceptional service, we want to hear from you. Please submit your application, including your resume and a cover letter, through our website. We can't wait to hear your story and learn more about your qualifications.

Equal Employment Opportunity:

arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. We're committed to creating a workplace that's inclusive, respectful, and free from discrimination. If you're an individual with a disability or a disabled veteran who is unable to use our online tool to search for or apply for jobs, please contact our People and Organization department at [email protected].

Job Posting End Date:

January 31, 2025

Join the arenaflex Team:

Do you want to be part of the energy of the future? Join us at arenaflex and help shape the future of energy. We're not just an energy company; we're a champion of the future. Apply for this job