As a seasoned Customer Service Team Lead at arenaflex, you will have the unique opportunity to lead a high-performing team in providing exceptional experiences to our customers and clients. In this dynamic role, you will be responsible for supervising and coaching a fast-paced team to achieve outstanding results, driving productivity, and delivering exceptional customer satisfaction. If you are a motivated and results-driven leader with a passion for customer service, we encourage you to apply for this exciting opportunity to join the arenaflex team.
**About arenaflex**
arenaflex is a leading provider of innovative solutions in the ticketing industry. Our mission is to deliver exceptional experiences to our customers and clients, and we are committed to building long-lasting relationships with our stakeholders. As a Team Lead at arenaflex, you will be part of a dynamic team that is passionate about delivering outstanding results and making a positive impact in the industry.
**Key Responsibilities**
As a Customer Service Team Lead at arenaflex, your key responsibilities will include:
* Supervising and coaching a fast-paced team to achieve outstanding results
* Developing and implementing new ideas to increase productivity and customer satisfaction
* Utilizing data to make operational improvements and drive business growth
* Overseeing day-to-day operations, including monitoring open orders, intervening as necessary to correct problems, and providing support and decisioning for the team
* Ensuring Key Performance Indicators (KPIs) are met and working closely with the Broker Relationship Management team
* Building customer and client relationships, working closely with all levels of the organization
* Facilitating agent development through bi-annual reviews, new agent training, and frequent coaching feedback
* Communicating high-level issues and fulfillment trends to upper management
* Auditing agent order handling and providing feedback in 1x1 meetings
* Interviewing and hiring agents
* Preparing and facilitating corrective action when needed
* Approving and auditing bi-weekly payroll
* Managing multiple tasks and projects simultaneously
**Schedule and Work Environment**
As a Customer Service Team Lead at arenaflex, you will work a hybrid schedule, with 3 days in the office and 2 days remote. Your working hours will be from 3:00 pm to 12:00 am, with Sunday and Monday off. You will be part of a dynamic team that is passionate about delivering outstanding results and making a positive impact in the industry.
**How Your Role Contributes to the Success of arenaflex**
As a Customer Service Team Lead at arenaflex, your role will contribute to the success of the company in several ways:
* Monitoring day-to-day team operations, including queue management and inbound/outbound broker and customer communication
* Monitoring and managing strategy to meet Service Level Agreements (SLAs) for Inbound phone, chat, and queue work
* Handling escalated broker and customer issues
* Providing real-time support to Order Fulfillment agents, Offshore (BPO) partners, internal departments, and sellers
* Facilitating agent development through bi-annual reviews, new agent training, and frequent coaching feedback
* Communicating high-level issues and fulfillment trends to upper management
* Auditing agent order handling
* Interviewing and hiring agents
* Preparing and facilitating corrective action when needed
* Approving and auditing bi-weekly payroll
* Managing multiple tasks and projects simultaneously
**Role Expectations and Progression**
As a Customer Service Team Lead at arenaflex, your role expectations will progress as follows:
* **30 days in**: 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.
* **90 days in**: 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.
* **180 days in**: 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.
**What You'll Bring as a Customer Service Team Lead**
As a Customer Service Team Lead at arenaflex, you will bring the following skills and qualifications:
* 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
**Benefits**
As a Customer Service Team Lead at arenaflex, you will enjoy a range of benefits, including:
* Competitive compensation
* Bonus incentives and equity for all employees
* FLEX PTO
* Mental health days
* Medical, dental, and vision insurance
* 401K matching
* Monthly credits and discounts for attending live events
* Hybrid working model
* Variety of additional workplace perks
**How to Apply**
If you are a motivated and results-driven leader with a passion for customer service, we encourage you to apply for this exciting opportunity to join the arenaflex team. Please visit our website to learn more about the role and to submit your application.
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