Welcome to arenaflex: Where Customer Satisfaction Meets Exceptional Service
arenaflex is a community of dedicated professionals passionate about delivering outstanding customer experiences. As a leader in the food industry, we pride ourselves on our commitment to quality, integrity, and customer satisfaction. We are now seeking an experienced Customer Contact Representative Lead to join our dynamic team, providing exceptional service to our customers and supporting our team members in their journey to success.
Job Overview
The Customer Contact Representative Lead will serve as a subject matter expert, ensuring arenaflex customers receive the highest quality contact and service possible. As a team lead, you will work closely with the Customer Contact Representative team, providing daily support, on-the-floor coaching, and new team member support to deliver excellent service. You will use your problem-solving and people skills to support the team through multiple channels, building rapport with internal and external stakeholders to improve relationships and the customer experience.
Key Responsibilities:
- Mentor, advise, and lead team members to achieve the team's activities and goals, providing real-time feedback and necessary support
- Serve as a subject matter expert, responding to immediate needs and questions related to arenaflex's processes, products, policies, procedures, and tools
- Take escalations from the team and support other internal department resources when needed
- Review and present daily metric and communication updates, as well as daily huddle announcements
- Provide thorough customer and order solution options to customers and contact representatives, addressing immediate needs and supporting customers' challenges and concerns
- Work closely with the Customer Contact Manager to support the coaching process, quality performance review, meeting and metric data support, and pull necessary reports to ensure measurement of quality and performance goals
- Participate in cross-company projects to improve and optimize the customer experience
- Conduct analysis to produce customer-specific reports or activities as contractually required
- Assist sellers with preparation of customer business analysis, product research, and recommendation for profitability, as well as other internal reporting as requested
- Approve service recovery requests as back-up support to Manager and provide guidance to peers
- Promote a positive and friendly environment, supporting good morale and cooperation
- Help identify trending issues among customers, team members, products, and services from interactions with customers
Essential Qualifications:
To be successful in this role, you will need:
- High School diploma or equivalent required, with a minimum of 5 years of customer service or support experience
- At least 5 years of previous sales support or customer service experience, maintaining customer relations and demonstrating exceptional service and leadership skills
- Foodservice or distribution experience preferred
- Experience working virtually (i.e., from home)
- Professional leadership skills, with the ability to lead by example
- Excellent written and verbal communication skills
- Able to take direction and quickly learn new procedures, processes, and product information
- Open to feedback, with a culture of continuous improvement, working toward individual and department goals
- Comfortable navigating technology, phone systems, and tools
- Strong attention to detail, multi-tasking, and time-management skills
- Detail-oriented with strong critical thinking ability to quickly define problems and reach valid conclusions
- Exceptional ability to collaborate with customers, vendors, and internal partners
- Customer service orientation and ability to adapt and respond to different personalities
- Advanced knowledge of Microsoft applications, with Salesforce.com experience
Preferred Qualifications:
- Previous experience in a leadership or team lead role, with a proven track record of supporting team members and delivering exceptional customer service
- Experience working in a fast-paced, dynamic environment, with the ability to prioritize tasks and manage multiple projects simultaneously
- Strong analytical and problem-solving skills, with the ability to analyze data and make informed decisions
- Excellent coaching and mentoring skills, with the ability to develop and support team members
Career Growth Opportunities and Learning Benefits:
At arenaflex, we are committed to the growth and development of our team members. As a Customer Contact Representative Lead, you will have access to:
- Comprehensive training programs, designed to enhance your skills and knowledge
- Opportunities for career advancement, with a clear path for professional growth
- A dynamic and supportive work environment, with a focus on collaboration and teamwork
- Regular feedback and coaching, to help you achieve your goals and develop your skills
Work Environment and Company Culture:
arenaflex is a community of dedicated professionals, passionate about delivering exceptional customer experiences. Our company culture is built on the values of:
- Integrity, with a commitment to doing the right thing, every time
- Quality, with a focus on delivering exceptional products and services
- Customer satisfaction, with a passion for exceeding our customers' expectations
- Teamwork, with a collaborative and supportive work environment
Compensation, Perks, and Benefits:
arenaflex offers a competitive compensation package, with a hourly rate of $23.00 - $27.00, depending on location and experience. Our benefits package includes:
- Health insurance, with a range of options to suit your needs
- Pre-tax spending accounts, to help you save for the future
- Retirement benefits, with a company-matched 401(k) plan
- Paid time off, with a generous vacation and holiday package
- Short-term and long-term disability, to protect you and your loved ones
- Employee stock purchase plan, with the opportunity to own a part of arenaflex
- Life insurance, to provide peace of mind for you and your family
Conclusion:
If you are a motivated and experienced customer service professional, with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. As a Customer Contact Representative Lead at arenaflex, you will be part of a dynamic team, dedicated to making a difference in the lives of our customers. Join us today and take the first step towards a rewarding and challenging career.
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