At arenaflex, we're on a mission to revolutionize the mortgage industry with our cutting-edge technology and exceptional customer service. As a Customer Service Team Lead, you'll play a vital role in driving our success by leading a team of Customer Service Representatives (CSRs) and ensuring that our customers receive the highest level of service.
**About arenaflex**
arenaflex is a leading national business-to-business mortgage acquirer and servicer. With a flexible and scalable platform, advanced data and analytics capabilities, and a highly efficient cost structure, we're able to target profitability in all market environments. Our organization has a track record of consistent, prudent, and profitable growth, and we're committed to delivering excellence in lending.
**Job Summary**
As a Customer Service Team Lead, you'll assist the AVP Customer Service Manager with a team of CSRs, providing leadership, direction, and support to ensure that our customers receive exceptional service. You'll be responsible for dialing and transferring calls, loading leads into Velocify (CRM), and assisting with various functions such as reports management, daily management of the team, and training of new hires. You'll also provide coverage, leadership, and direction to the CSR team when the CSR Manager is in meetings or absent.
**Key Responsibilities**
* Assist the AVP Customer Service Manager with a team of CSRs
* Dial and transfer calls, and load leads into Velocify (CRM)
* Assist with various functions such as reports management, daily management of the team, and training of new hires
* Provide coverage, leadership, and direction to the CSR team when the CSR Manager is in meetings or absent
* Participate in interviewing and hiring process of new CSRs
* Assist with training of new hires and provide minimal input during the Performance Evaluation process
* Maintain team motivation by overseeing daily contests and encouraging, motivating, and assisting team members in accomplishing daily dial and transfer goals
**What You'll Need**
* 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 You'll Love**
At arenaflex, we offer a comprehensive benefits package that includes:
* Competitive salaries
* An ownership stake in the company
* Medical and dental insurance
* Time off
* A great 401k matching program
* Tuition assistance program
* Employee volunteer program
* Wellness program
**Career Growth Opportunities and Learning Benefits**
As a Customer Service Team Lead at arenaflex, you'll have the opportunity to bolster your business knowledge, learning the ins and outs of how successful companies operate and manage their finances. You'll gain invaluable hands-on experience to help grow your career, and you'll be part of a dynamic and fast-paced team that's always looking for top talent to join our growing organization.
**Work Environment and Company Culture Highlights**
At arenaflex, we're committed to creating a work environment that's friendly, inclusive, and supportive. We believe in fostering a culture of excellence, innovation, and teamwork, and we're always looking for ways to improve and grow. Our offices are located in Dallas, TX, and Irvine, CA, and we offer a range of benefits and perks to support your well-being and success.
**Compensation, Perks, and Benefits**
We offer a competitive salary and a comprehensive benefits package that includes medical and dental insurance, time off, a great 401k matching program, tuition assistance program, employee volunteer program, and wellness program. We're also committed to providing opportunities for career growth and development, and we offer a range of training and development programs to support your success.
**How to Apply**
If you're a motivated and experienced Customer Service Team Lead looking for a new challenge, we'd love to hear from you. Please submit your application through our website, and we'll be in touch to discuss your qualifications and experience.
**Equal Employment Opportunity**
arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. We're committed to creating a workplace that's inclusive, respectful, and supportive of all employees, and we're proud to be an employer of choice for top talent in the mortgage industry.
**Contact Us**
If you have any questions or would like to learn more about this opportunity, please don't hesitate to contact us. We're always happy to hear from you and look forward to connecting with you soon.
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