Lead Supervisor - Customer Care: Championing Exceptional Customer Experience at arenaflex

Job Title:

Lead Supervisor - Customer Care

Reports to:

Manager, Customer Relations Center

Location:

Kirkwood, NY

Work Type:

Office

Job Type:

Full-time

About arenaflex:

arenaflex is a leading energy company at the forefront of the global 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 around the world. Our mission is to be a champion of the energy transition, and we're committed to creating a better future for our customers, employees, and the communities we serve.

Job Summary:

We're seeking an experienced and customer-focused Lead Supervisor to join our Customer Care Center team at arenaflex. As a Lead Supervisor, you'll be responsible for overseeing the daily operations and staff of the Customer Care Center, ensuring timely responses to customer inquiries and requests, and managing employee performance. If you're passionate about delivering exceptional customer experiences and have a proven track record in leadership and customer service, we encourage you to apply for this exciting opportunity.

Responsibilities:

* Supervise team members to handle inbound customer telephone calls with maximum productivity, high-quality customer service, and adherence to policy and procedures.

• Respond to escalated customer complaints and provide coaching, counseling, and performance feedback to both CSR and supervisory team members.
• Handle routine personnel issues and contribute to establishing and maintaining a work environment that is customer-focused, recognizes achievement, rewards high performance, and promotes opportunity.
• Perform supervisory stand-by duty, as required, during weekends or emergency situations.
• Respond to PSC inquiries as needed.

Key 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 and 3 years of supervisory experience.
• Strong leadership and communication skills, with the ability to motivate and develop a high-performing team.
• Excellent customer service skills, with a focus on delivering exceptional experiences and resolving customer complaints.
• Ability to work in a fast-paced environment and adapt to changing priorities and deadlines.
• Strong analytical and problem-solving skills, with the ability to analyze data and make informed decisions.
• Proficiency in Microsoft Office and customer relationship management (CRM) software.

Preferred Qualifications:

* Experience working in a call center or customer service environment.

• Knowledge of customer service metrics and performance indicators.
• Certification in customer service or a related field (e.g., Certified Customer Service Representative (CCSR) or Certified Customer Experience Professional (CCEP)).
• Experience with quality management and process improvement initiatives.

Skills and Competencies:

* Strong leadership and communication skills.

• Excellent customer service skills.
• Ability to work in a fast-paced environment and adapt to changing priorities and deadlines.
• Strong analytical and problem-solving skills.
• Proficiency in Microsoft Office and CRM software.
• Ability to motivate and develop a high-performing team.
• Strong attention to detail and organizational skills.

Career Growth Opportunities and Learning Benefits:

arenaflex is committed to the growth and development of our employees. As a Lead Supervisor, you'll have opportunities to:

• Develop your leadership and management skills through training and mentorship programs.
• Participate in quality management and process improvement initiatives.
• Collaborate with cross-functional teams to drive business results and improve customer experiences.
• Access training and development programs to enhance your skills and knowledge.
• Contribute to the development of our customer service strategy and initiatives.

Work Environment and Company Culture:

arenaflex is a dynamic and inclusive workplace that values diversity, equity, and inclusion. As a Lead Supervisor, you'll be part of a team that is passionate about delivering exceptional customer experiences and making a positive impact on our customers and communities. Our company culture is built on the following values:

• Customer focus: We're committed to delivering exceptional customer experiences and meeting the needs of our customers.
• Innovation: We're always looking for new and innovative ways to improve our services and products.
• Collaboration: We work together as a team to drive business results and improve customer experiences.
• Integrity: We operate with integrity and transparency in all our interactions with customers, employees, and stakeholders.
• Respect: We value and respect the diversity of our employees, customers, and stakeholders.

Compensation, Perks, and Benefits:

arenaflex offers a competitive compensation package, including:

• Base salary range: $92,185 to $115,232 (dependent on experience and location).
• Bonus and incentive opportunities.
• 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 customer experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter to [insert contact information]. We look forward to hearing from you!

Equal Employment Opportunity:

arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating a workplace that is inclusive and respectful of all employees, regardless of their background, culture, or identity.

Accommodation:

arenaflex is committed to providing reasonable accommodations to individuals with disabilities or disabilities. If you require an accommodation to apply for this position, please contact our People and Organization department at [insert contact information].

Job Posting End Date:

January 31, 2025

Join the arenaflex team and be part of the energy of the future!

Apply for this job