At arenaflex, we're dedicated to delivering exceptional customer experiences in a fast-paced, high-touch service environment. As a Customer Service Lead, you'll play a vital role in ensuring our customers receive world-class service while overseeing the daily coordination of process and workflow management. If you're passionate about customer service, have a knack for problem-solving, and enjoy working in a dynamic team environment, we'd love to hear from you.
**About arenaflex**
arenaflex is a leading provider of innovative solutions and services, committed to empowering our customers to achieve their goals. Our team of experts is passionate about delivering exceptional customer experiences, and we're always looking for talented individuals to join our ranks. As a Customer Service Lead, you'll be part of a collaborative and inclusive team that values diversity, equity, and inclusion.
**Key Responsibilities**
As a Customer Service Lead, you'll be responsible for:
* Providing 1x1 coaching to Customer Service Associates (CSAs) and Lead team members to ensure performance meets company standards
* Identifying performance improvement opportunities through contact evaluations, providing feedback to managers and Quality Assurance (QA)
* Serving as a reference and point of contact for escalated customer situations, offering guidance and using judgment to resolve issues promptly
* Escalating and documenting progress and operational roadblocks to management
* Monitoring real-time adherence reporting to ensure service metrics are met
* Acting as a Subject Matter Expert (SME) for company policies and processes
* Delivering quick results with minimal supervision in a dynamic and often ambiguous work environment
**A Day in the Life**
As a Customer Service Lead, your day will be filled with a variety of tasks, including:
* Managing the CS help inbox, including monitoring and reporting trends, utilizing tools like Seller Central, CSC Call Center Manager, TT, SIM, and shipping carrier admin sites
* Monitoring and guiding daily workflow across phone, email, and chat channels, ensuring consistent coverage and service delivery
* Facilitating high-volume CS help desk communication using SIM, prioritizing issues and ensuring resolutions are handled within the SLA
* Maintaining and following up on manual, mishandled, or exception orders to ensure customer satisfaction
* Managing CS Issue ticketing with brand and fulfillment teams to resolve customer and departmental technical issues
* Assisting with new hire training programs and onboarding of new CSAs, ensuring a smooth transition into the team
* Distributing and managing special project workflows, collaborating with CSAs
* Adopting CS policies and procedures, ensuring compliance and consistency through contact coaching and providing general support for the CS staff
* Collaborating with internal groups such as QC, Returns departments, Brand Teams, Merchandising, and FC to resolve customer-facing issues
* Sustaining SLA adherence by managing high-volume workloads and assisting with peak demand periods
**Preferred Qualifications**
* Demonstrated success in coaching, mentoring, and/or leading a small team in a customer service environment
* Mastery of essential customer service functions
* Collaborative approach to problem-solving, with a focus on sharing and enhancing team knowledge
* Excellent attention to detail and ability to work in a team-oriented environment
**What We Offer**
* Competitive base pay, ranging from $37,200/year in our lowest geographic market up to $59,700/year in our highest geographic market
* Total compensation package, including equity, sign-on payments, and other forms of compensation
* Full range of medical, financial, and/or other benefits
* Opportunity to work with a diverse and inclusive team
* Collaborative and dynamic work environment
* Professional development and growth opportunities
* Recognition and rewards for outstanding performance
**How to Apply**
If you're passionate about customer service and have a knack for problem-solving, we'd love to hear from you. Please apply via our internal or external career site. We're an equal opportunity employer and welcome applications from diverse candidates.
**Equal Employment Opportunity**
arenaflex is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
**Accommodations**
If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information.
**Los Angeles County Applicants**
Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company's reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
**San Francisco Fair Chance Ordinance**
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
**Our Inclusive Culture**
Our inclusive culture empowers arenaflexians to deliver the best results for our customers. We're committed to diversity, equity, and inclusion, and we welcome applications from diverse candidates.
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