**Job Summary:**
At arenaflex, we're on a mission to revolutionize the customer experience in the plasma industry. As a seasoned Customer Service Manager, you'll play a pivotal role in designing, managing, and maintaining customer success solutions that drive retention, reduce churn, and increase satisfaction across arenaflex's Biomat USA plasma centers. If you're a customer-centric leader with a passion for creating exceptional experiences, we want to hear from you.
**Job Description:**
**About arenaflex:**
arenaflex is a leading player in the plasma industry, dedicated to delivering innovative solutions that improve the lives of donors and patients. Our commitment to customer satisfaction is unwavering, and we're seeking a talented Customer Service Manager to join our team. As a hybrid role, you'll have the flexibility to work from our RTP, NC office or our office in Boca Raton, FL.
**Primary Responsibilities:**
* Develop and implement customer service standard guidelines and policies to enhance satisfaction and key metrics across all platforms
* Collaborate with teams such as Operations, Public Affairs, Quality, and Marketing to address issues impacting the customer experience
* Lead and support customer care, focusing on training, performance management, and aligning team goals with business objectives to improve service quality
* Record, track, and provide solutions for tickets from Donor centers and Donors (license management, account merge, complaints, etc.)
* Represent customer needs in cross-departmental discussions and advocate for personalized, customer-focused service experiences
* Use customer feedback to influence decision-making and operational improvements. Provide guidance to support improvement initiatives and to help drive change
* Manage the customer care department's budget and identify opportunities to optimize costs while maintaining high service quality, ensuring cost-effective operations
* Stay updated on industry trends and emerging technologies, preparing customer care operations for growth and scalability during peak periods or geographic expansion. Provide guidance to support improvement initiatives and to help drive change
* Partner with the Donor Technology Team to enhance service delivery
* Understand and comply with regulatory requirements for the plasma industry
**Additional Responsibilities:**
* Collaborate with colleagues and cross-functional groups on projects and strategies to reach operational targets
**Knowledge, Skills, and Abilities:**
* Customer-centric mindset and demonstrated ability to create shared vision, inspire collaboration, and drive change with momentum
* Strong background in customer research and analytics techniques, process improvement, human-centered design, and performance management
* Proficiency in Salesforce Service Cloud, including case management, workflows, and reporting
* Ability to configure dashboards and track KPIs using Salesforce
* Ability to create long-term strategies for scaling operations during peak periods or geographic expansion
* Strong problem-solving and decision-making capabilities
* Proven ability to manage diverse efforts' synergies, and ability to navigate ambiguity and change with an entrepreneurial mindset
* Excellent interpersonal skills, great listener, storyteller, written and oral communication skills, and ability to interact and collaborate with culturally diverse stakeholders
* Works independently with little guidance or reliance on oral or written instructions and plans work schedules to meet goals
* Managing other people and overseeing large projects. Proven ability to lead, train, and mentor customer service teams
* Spanish speaking is a must
**Education and Experience:**
* BS Degree in Business Administration, Marketing, or Communications
* Depending on the area of assignment, directly related experience or a combination of directly related education and experience and/or competencies may be considered in place of the stated requirements. Example: If a job level requires a Bachelor's degree plus 4 years of experience, an equivalency could include 8 years of experience, an Associate's degree with 6 years of experience, or a Master's degree with 2 years of experience
* Minimum 5 years working experience focusing on customer-management roles previously, such as voice of customer, experience design, customer care, customer intelligence, customer loyalty
* Minimum of 3 years working experience with Salesforce Sales and Service Clouds
* Comfortable presenting to C-level and senior leadership teams
**Occupational Demands:**
Work is performed in an office environment. Exposure to biological fluids with potential exposure to infectious organisms could be present when visiting plasma donation centers. Exposure to electrical office equipment. Frequently sits for 6-8 hours per day. Repetitive hand movement of both hands with the ability to make fast, simple, repeated movements of the fingers, hands, and wrists. Occasionally walks. Occasionally bends and twists neck. Light to moderate lifting and carrying objects with a maximum lift of 35lbs. Occasional international or U.S. travel required.
**What We Offer:**
* Competitive salary and benefits package
* Opportunity to work with a leading player in the plasma industry
* Collaborative and dynamic work environment
* Professional development and growth opportunities
* Recognition and rewards for outstanding performance
* Flexible work arrangements, including remote work options
* Comprehensive training and onboarding program
* Access to cutting-edge technology and tools
* Collaborative and supportive team environment
**How to Apply:**
If you're a motivated and customer-focused leader with a passion for creating exceptional experiences, we want to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you!
**Equal Employment Opportunity:**
arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and respectful work environment that values diversity, equity, and inclusion.
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