Job Description
At arenaflex, we're passionate about delivering world-class products and services that exceed our customers' expectations. As a leading brand in the industry, we're committed to innovation, excellence, and superior customer service. We're seeking a results-driven and experienced Customer Service Assistant Manager to join our team and help us achieve our vision. **About arenaflex** arenaflex is a dynamic and growing company that values its employees as key stakeholders. We believe in empowering our team members to make a significant contribution to our success. Our company culture is built on a foundation of trust, respect, and open communication. We're proud of our heritage and commitment to American craftsmanship, and we're excited to welcome talented individuals who share our passion for excellence. **The Role** We're looking for a Customer Service Assistant Manager who can lead our team with a focus on continuous process improvement and empathy. The ideal candidate will have a strong understanding of customer service best practices, operational procedures, and performance metrics. If you're passionate about delivering exceptional customer experiences and driving team success, we'd love to hear from you! **Key Responsibilities** • Design and implement training programs to ensure team members stay updated on policies, tools, customer service best practices, and operational procedures. • Monitor phone dashboards and queues to observe performance and productivity in an effort to provide real-time feedback and supervision. • Coach Customer Service Team Members to achieve goals, set expectations, and reinforce policies and procedures. • Assist in managing the Contact Center including staffing, scheduling, coaching, performance management, and process improvement initiatives. • Performance management of team members which includes attendance, productivity, conduct, and any other criteria pertinent to job function • Resolves customer challenges as necessary; directly addresses escalated customer concerns, complaints, and complex issues that cannot be resolved by front line team members or supervisors • Establish and maintain a feedback loop to collect, analyze, and act on customer insights, driving continuous improvement in service quality. • Works collaboratively across teams to identify customer experience challenges; especially those impacting order fulfillment and return resolution • Keeps the Senior Manager of Customer Service apprised of department performance, productivity, challenges, disciplinary actions, and staffing needs • Oversight of customer interactions, ensuring they are handled with attention to detail in an effort to enhance the customer experience • Cultivates a supportive culture; offers guidance and support to improve the team members' experiences thereby enhancing the customer experience • Identify opportunities to improve processes, increase operational effectiveness, and implement new initiatives to optimize the department. • Provides recognition for team members' productivity and performance in an effort to boost individual and department morale • Utilize customer service platforms, ticketing systems, and reporting tools (e.g., Zendesk, Salesforce) to streamline operations and maintain high service standards. **Qualifications** • Minimum of two years of Leadership experience with at least five years' experience in a Call Center environment, or experience leading a customer-focused team within a fast-paced growing environment • Strong understanding of call center and customer service metrics • Experience in a retail setting • Cloud phone system & CRM experience • Problem Solving Skills • Time Management and Multitasking • Ability to coach, train, and motivate team members and evaluate their performance • Must work well in a dynamic, fast-paced work environment, and be good at dealing with constant change **What We Offer** • Competitive salary range: $77,000 - $90,000 depending on location and experience • Opportunity to work with a dynamic and growing company that values its employees • Collaborative and supportive work environment • Professional development and growth opportunities • Recognition and rewards for outstanding performance • Comprehensive benefits package, including medical, dental, and vision insurance • Generous paid time off and holidays • Access to exclusive employee discounts and perks **arenaflex is an Equal Opportunity Employer** We believe that every team member has the right to work in surroundings which are free from all forms of unlawful discrimination. It is our policy that all decisions involving any aspect of the employment relationship will be made without regard to race, color, sex, religion, age, national origin, marital status, sexual orientation, gender identity, the presence of any sensory, mental, or physical disability, veteran and military status, genetic information, political ideology or any other status or characteristic protected by local, state or federal law. Discrimination and/or harassment based on any of those factors are totally inconsistent with our philosophy of doing business and will not be tolerated. **How to Apply** If you're passionate about delivering exceptional customer experiences and driving team success, we'd love to hear from you! Please submit your application through our website or by clicking the link below. We can't wait to hear from you and explore how you can contribute to our team's success! Apply for this job