At arenaflex, we're on a mission to revolutionize the way we deliver exceptional customer experiences. As a leading distributor of shipping, industrial, and packaging materials, we're committed to empowering our team members to be the ultimate problem solvers and deliver fast, friendly, and customer-focused experiences that our customers love. We're now seeking an experienced Customer Service Team Lead - Bilingual in Garland, TX to join our team and help us lead the way in legendary customer service.
**About arenaflex**
arenaflex is a family-owned company with over 9,000 employees across 13 locations in North America. We're a drug-free workplace and an EEO/AA Employer/Vet/Disabled. Our commitment to diversity, equity, and inclusion is at the heart of everything we do. We're proud to be a leader in our industry and are dedicated to providing our customers with the best possible experience.
**Job Summary**
As a Customer Service Team Lead - Bilingual in Garland, TX, you'll be responsible for coaching and developing our Customer Service Representatives in all areas, including product knowledge, policies, and procedures, as well as performance metrics. You'll review phone, email, and other customer interactions to evaluate quality, track results, and provide coaching and performance reviews for increased success. You'll also provide feedback to management on process improvements that increase efficiency and customer satisfaction.
**Key Responsibilities**
* Coach and develop Customer Service Representatives in all areas, including product knowledge, policies, and procedures, as well as performance metrics.
* Review phone, email, and other customer interactions to evaluate quality, track results, and provide coaching and performance reviews for increased success.
* Provide feedback to management on process improvements that increase efficiency and customer satisfaction.
* Facilitate team meetings and one-on-one sessions to communicate policy updates, company information, and provide training and coaching.
* Handle escalated customer issues and provide weekly support for customer interactions.
**Minimum Requirements**
* High School diploma or equivalent required. Bachelor's degree preferred.
* 3+ years of customer service experience.
* 2+ years of experience in a leadership/supervisory role preferred.
* Effective communication skills.
* Bilingual (English/Spanish) - Fluent in both verbal and written forms.
**Preferred Qualifications**
* Experience in a fast-paced customer service environment.
* Proven track record of success in coaching and developing team members.
* Strong analytical and problem-solving skills.
* Ability to work in a team environment and provide support to colleagues.
**Benefits**
* Complete health insurance coverage and 401(k) with 6% employer match that starts day one!
* Multiple bonus programs.
* Paid holidays and generous paid time off.
* Tuition Assistance Program that covers professional continuing education.
* Employee Perks:
+ Best-in-class, clean, modern facilities.
+ First-class fitness center and beautifully maintained walking paths.
**Work Environment and Company Culture**
At arenaflex, we're committed to creating a positive and inclusive work environment that supports the growth and development of our team members. We believe in empowering our employees to be their best selves and providing them with the tools and resources they need to succeed. Our company culture is built on the values of teamwork, innovation, and customer focus.
**Compensation and Perks**
* Pay from $28 to $35 per hour with significant growth and earning potential!
* Opportunities for career advancement and professional growth.
* Comprehensive benefits package, including health insurance, 401(k), and paid time off.
* Employee Perks, including best-in-class facilities, fitness center, and walking paths.
**How to Apply**
If you're passionate about delivering exceptional customer experiences and are looking for a challenging and rewarding role, we encourage you to apply for this position. Please submit your resume and cover letter to [insert contact information]. We can't wait to hear from you!
**Equal Employment Opportunity**
arenaflex is an EEO/AA Employer/Vet/Disabled and is committed to providing equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, national origin, age, disability, or any other protected characteristic. We're proud to be a diverse and inclusive workplace and encourage applications from underrepresented groups.
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