At arenaflex, we're committed to delivering exceptional customer experiences that exceed our customers' expectations. As a Customer Service Lead in our Luxury Stores team, you'll play a critical role in ensuring that our customers receive world-class service while navigating complex issues. If you're passionate about customer service, have a knack for problem-solving, and thrive in a fast-paced environment, we want to hear from you.
**About arenaflex**
arenaflex is a leading provider of innovative solutions that empower businesses to deliver exceptional customer experiences. Our team of experts is dedicated to helping our customers succeed in a rapidly changing market. We're proud of our inclusive culture, which values diversity, equity, and inclusion. Our commitment to these values is reflected in our hiring practices, which prioritize talent, skills, and experience over background or personal characteristics.
**Job Summary**
As a Customer Service Lead in our Luxury Stores team, you'll oversee a team of Customer Service Associates (CSAs) and provide guidance on workflow and process management. You'll be responsible for ensuring that our customers receive exceptional service while navigating complex issues. Your expertise will be invaluable in helping us maintain our high standards of customer service and drive business growth.
**Key Responsibilities**
* Provide 1x1 coaching to CSAs and Lead team members to ensure performance meets company standards.
* Identify performance improvement opportunities through contact evaluations, providing feedback to managers and Quality Assurance (QA).
* Serve as a reference and point of contact for escalated customer situations, offering guidance and using judgment to resolve issues promptly.
* Escalate and document progress and operational roadblocks to management.
* Monitor real-time adherence reporting to ensure service metrics are met.
* Act as a Subject Matter Expert (SME) for company policies and processes.
* Deliver quick results with minimal supervision in a dynamic and often ambiguous work environment.
**A Day in the Life**
* Manage CS help inbox, including monitoring and reporting trends, utilizing tools like Seller Central, CSC Call Center Manager, TT, SIM, and shipping carrier admin sites.
* Monitor and guide daily workflow across phone, email, and chat channels, ensuring consistent coverage and service delivery.
* Facilitate high-volume CS help desk communication using SIM, prioritizing issues and ensuring resolutions are handled within the SLA.
* Maintain and follow up on manual, mishandled, or exception orders to ensure customer satisfaction.
* Manage CS Issue ticketing with brand and fulfillment teams to resolve customer and departmental technical issues.
* Assist with new hire training programs and onboarding of new CSA's, ensuring a smooth transition into the team.
* Distribute and manage special project workflows, collaborating with Customer Service Associates (CSAs).
* Adopt CS policies and procedures, ensuring compliance and consistency through contact coaching and providing general support for the CS staff.
* Collaborate with internal groups such as QC, Returns departments, Brand Teams, Merchandising, and FC to resolve customer-facing issues.
* Sustain SLA adherence by managing high-volume workloads and assisting with peak demand periods.
**Preferred Qualifications**
* Demonstrated success in coaching, mentoring, and/or leading a small team in a customer service environment
* Mastery of essential customer service functions.
* Collaborative approach to problem-solving, with a focus on sharing and enhancing team knowledge
* Excellent attention to detail and ability to work in a team-oriented environment.
**What We Offer**
* Competitive base pay ranging from $37,200/year in our lowest geographic market up to $59,700/year in our highest geographic market.
* Total compensation package, including equity, sign-on payments, and other forms of compensation.
* Comprehensive medical, financial, and other benefits.
* Opportunity to work with a diverse and inclusive team.
* Collaborative and dynamic work environment.
* Professional development and growth opportunities.
**How to Apply**
If you're passionate about customer service and have a knack for problem-solving, we want to hear from you. Apply now to join our team of experts and help us deliver exceptional customer experiences.
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**Equal Employment Opportunity**
arenaflex is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. We're committed to creating a diverse and inclusive workplace that values talent, skills, and experience over background or personal characteristics.
**Accommodations**
If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.
**Los Angeles County and San Francisco Fair Chance Ordinance**
arenaflex will consider for employment qualified applicants with arrest and conviction records. Pursuant to the Los Angeles County Fair Chance Ordinance and the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
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