At arenaflex, we're on a mission to revolutionize the mortgage industry by providing exceptional customer experiences and innovative solutions. As a Customer Service Representative Team Lead, you'll play a vital role in leading our team of Customer Service Representatives (CSRs) to deliver outstanding service to our clients. If you're a motivated and experienced leader with a passion for customer service, we want to hear from you!
**About arenaflex**
arenaflex is a leading national business-to-business mortgage acquirer and servicer, committed to delivering excellence in lending. With a flexible and scalable platform, advanced data and analytics capabilities, and a highly efficient cost structure, we're well-positioned to target profitability in all market environments. Our team of over 1,000 employees is dedicated to building trust with our clients and driving consistent, prudent, and profitable growth.
**Job Summary**
As a Customer Service Representative Team Lead, you'll assist the AVP Customer Service Manager in leading a team of CSRs, providing guidance, support, and direction to ensure exceptional customer experiences. You'll be responsible for:
* Assisting with various functions, including reports management, daily management of the team, and participating in interviewing and hiring processes
* Assisting with training of new hires and providing input during performance evaluations
* Maintaining team motivation by overseeing daily contests and providing coverage, leadership, and direction to the CSR team
* Performing additional tasks and functions as requested
**Responsibilities**
* Lead a team of CSRs to deliver exceptional customer experiences
* Assist with reports management, daily management of the team, and participating in interviewing and hiring processes
* Assist with training of new hires and provide input during performance evaluations
* Maintain team motivation by overseeing daily contests and providing coverage, leadership, and direction to the CSR team
* Perform additional tasks and functions as requested
* Dial and transfer calls, and load leads into Velocify (CRM)
* Provide support to the CSR team, including answering team member questions and participating in team meetings
* Collaborate with the AVP Customer Service Manager to develop and implement strategies to improve customer satisfaction and team performance
**Requirements**
* High School Diploma or GED equivalent required
* Associate or bachelor's degree preferred
* 2-3 years of Customer Service Call Center Team Lead experience in a mortgage or financial institution setting required
* Proficiency with Microsoft Office
* Experience working with Velocify and Gensys Cloud preferred
* Strong communication skills
**Benefits**
* Competitive salaries
* Ownership stake in the company
* Medical and dental insurance
* Time off
* Great 401k matching program
* Tuition assistance program
* Employee volunteer program
* Wellness program
* Opportunity to bolster your business knowledge and learning the ins and outs of how successful companies operate and manage their finances
**Work Environment and Company Culture**
* arenaflex is a fast-paced and friendly work environment
* Our team is dedicated to building trust with our clients and driving consistent, prudent, and profitable growth
* We're committed to providing a supportive and inclusive work environment that fosters growth and development
* Our company culture is built on a foundation of trust, respect, and open communication
**How to Apply**
If you're a motivated and experienced leader with a passion for customer service, we want to hear from you! Please submit your application through our website, including your resume and a cover letter outlining your experience and qualifications.
**Equal Employment Opportunity**
arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. We're committed to providing a workplace that's inclusive and respectful of all employees, and we're dedicated to creating a culture that values diversity and promotes equal opportunities for all.
**Accommodations for Individuals with Disabilities**
If you're an individual with a disability and require a reasonable accommodation to complete any part of the application process, please email [email protected] or call 602-386-2488. We'll only respond to inquiries concerning requests that involve a reasonable accommodation in the application process.
**About arenaflex**
arenaflex is a leading national business-to-business mortgage acquirer and servicer, committed to delivering excellence in lending. With a flexible and scalable platform, advanced data and analytics capabilities, and a highly efficient cost structure, we're well-positioned to target profitability in all market environments. Our team of over 1,000 employees is dedicated to building trust with our clients and driving consistent, prudent, and profitable growth.
**Contact Us**
If you have any questions or would like to learn more about this opportunity, please don't hesitate to contact us. We look forward to hearing from you!
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