Job Description
At arenaflex, we are seeking a highly motivated and experienced Supervisor (CSR) / Data Entry to join our team in Saint Louis, MO. As a key member of our operations team, you will be responsible for managing our Call Center and Data Entry staff, ensuring that all activities meet expectations and company standards. This is an exciting opportunity to work in a fast-paced environment, providing exceptional customer service and driving business growth. **About arenaflex** arenaflex is a leading provider of innovative solutions in the parking industry. Our mission is to deliver exceptional customer experiences, while providing efficient and effective services to our clients. We are committed to excellence, innovation, and customer satisfaction, and we are seeking like-minded individuals to join our team. **Job Purpose** We are searching for a dedicated, supportive Supervisor (CSR) / Data Entry who can coach and motivate call center representatives as they field calls from clients. The Supervisor (CSR) / Data Entry will assist in hiring employees and assist in the training process, ensuring that every representative is well prepared for their calls. They will continue to support agents after training by monitoring their progress, ensuring that they understand and meet expectations, answering their questions, and providing them with ongoing coaching opportunities and inspiration. **Key Responsibilities** As a Supervisor (CSR) / Data Entry, you will be responsible for: * Hiring, training, and preparing call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products. * Ensuring employees understand and comply with all company objectives, performance standards, and policies. * Answering agent questions regarding best practices or difficult calls. * Identifying operational issues and suggesting possible improvements. * Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary. * Preparing reports and analyzing data to assist management as they determine call center goals. * Working with other supervisors and management team members to support agents and maximize customer satisfaction. * Effectively managing large amounts of incoming calls. * Providing accurate, valid, and complete information by using the right methods/tools. * Handling complaints, providing appropriate solutions and alternatives within the time limits and following up to ensure resolution. * Monitoring incoming phone lines to ensure that the CSR's are answering calls in a timely manner. * Keeping records of customer interactions, processing customer accounts, and filing documents. * Communicating with citizens via the call center (Parking Violation Bureau) to address inquiries regarding parking citations in a professional and courteous manner. * Responsible for fully understanding the business practices in accordance with the City of St. Louis Treasurer’s Office program and arenaflex guidelines, policies, and procedures. * Establishing and maintaining excellent customer service with each citizen call. * Analyzing citizens’ accounts, using E-TIMS to assist with questions and informing citizens on proper ticket penalty structure, payment dates, and deadline, schedule adjudicator hearings. * Documenting/summarizing phone dialog with citizen in E-Tims system. * Recording mail correspondence per required policy and procedures. * Researching and reviewing correspondence to determine action required. * Continually maintaining working knowledge of all parking codes, pricing, and procedures. * Completing all required paperwork and reports accurately. * Ticket Data Entry * Inputting alpha/numeric data in the system with both speed and accuracy. * Identifying and interpreting data to be entered. * Resolving customer complaints, guiding them when needed, and providing relevant information. **Essential Qualifications** To succeed as a Supervisor (CSR) / Data Entry, you should possess: * A high school diploma or equivalent. * 2+ years of experience in a call center or customer service environment. * Excellent communication and interpersonal skills. * Ability to work in a fast-paced environment and prioritize tasks effectively. * Strong organizational and time management skills. * Ability to work beyond scheduled work hours, including evenings and weekends. * Familiarity with standard formatting of documents and letters. * Basic computer skills, including proficiency in Microsoft Office and data entry software. * Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public. * Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. * Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. * High energy level, dependable, productive, and customer service focused. * Maintains professionalism, attention to detail, and general math skills. **Preferred Qualifications** * Bachelor's degree in Business Administration, Communications, or a related field. * 3+ years of experience in a call center or customer service environment. * Experience with data entry software and E-TIMS system. * Knowledge of parking codes, pricing, and procedures. * Experience working in a government or municipal environment. **Work Environment and Culture** arenaflex is committed to creating a positive and inclusive work environment that supports the growth and development of our employees. We offer a dynamic and fast-paced work environment, with opportunities for professional growth and development. Our team is passionate about delivering exceptional customer experiences, and we are seeking like-minded individuals to join our team. **Compensation and Benefits** arenaflex offers a competitive salary and benefits package, including: * Competitive salary range: $45,000 - $60,000 per year. * Comprehensive benefits package, including medical, dental, and vision insurance. * 401(k) retirement plan with company match. * Paid time off and holidays. * Opportunities for professional growth and development. **How to Apply** If you are a motivated and experienced Supervisor (CSR) / Data Entry looking for a new challenge, please submit your application, including 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 positive and inclusive work environment that supports the growth and development of our employees. **Physical Requirements** Physical requirements include occasional lifting/carrying 25 pounds; visual acuity, speech, and hearing; hand and eye coordination, and manual dexterity necessary to operate two-way radio and data management. Subject to walking, standing, sitting, and kneeling to perform essential functions. Working conditions are primarily inside with limited exposure to temperature extremes, dust, damp/wet surfaces, and high noise levels. **Conditions of Employment** * Must pass pre-employment drug test. * Must pass criminal history check. * Must pass physical. We are excited to receive your application and look forward to the opportunity to discuss this position further. 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