Experienced Customer Service Team Lead (Nights & Weekends) – Driving Operational Excellence at arenaflex
At arenaflex, we're passionate about delivering exceptional customer experiences that exceed our clients' expectations. As a seasoned Customer Service Team Lead, you'll play a pivotal role in shaping the future of our customer service operations, driving productivity, and fostering a culture of excellence. If you're a results-driven leader with a passion for customer-centricity, we invite you to join our dynamic team and embark on a thrilling journey with us.
About arenaflex
arenaflex is a leading provider of innovative solutions in the ticketing industry. Our mission is to revolutionize the way people experience live events, and we're committed to delivering unparalleled customer satisfaction. With a strong focus on growth, innovation, and employee development, we're creating a workplace that inspires creativity, collaboration, and excellence.
Job Summary
As a Customer Service Team Lead, you'll be responsible for leading a high-performing team of customer service representatives, providing coaching, guidance, and support to ensure exceptional customer experiences. You'll work closely with our Broker Relationship Management team, leveraging data and analytics to drive operational improvements, increase productivity, and enhance customer satisfaction. Your expertise will be instrumental in shaping our customer service strategy, driving business growth, and fostering a culture of excellence within our organization.
Schedule and Work Environment
* Work schedule: 3:00 pm - 12:00 am, with Sunday and Monday off
- Hybrid model: 3 days in the office and 2 days remote
- Collaborate with a dynamic team of customer service representatives, brokers, and internal stakeholders
- Enjoy a flexible work environment that promotes work-life balance and employee well-being
Key Responsibilities
* Monitor day-to-day team operations, including queue management, inbound/outbound broker and customer communication, and pending orders
- Develop and implement strategies to meet Service Level Agreements (SLAs) for inbound phone, chat, and queue work
- Handle escalated broker and customer issues, providing real-time support to Order Fulfillment agents, Offshore (BPO) partners, internal departments, and sellers
- Facilitate agent development through bi-annual reviews, new agent training, frequent coaching feedback, and audit agent order handling
- Communicate high-level issues and fulfillment trends to upper management
- Audit agent order handling and provide feedback in 1:1 meetings
- Interview and hire agents
- Prepare and facilitate corrective action when needed
- Approve and audit bi-weekly payroll
- Manage multiple tasks and projects simultaneously
Career Growth and Learning Opportunities
* Complete new hire orientation, gaining the resources you need to be successful
- Gain advanced knowledge of how ticket marketplaces operate and how you'll contribute to providing great experiences for our customers
- Become familiar with Work Force Management tools such as ADP, InContact reporting, and Freshdesk reporting
- Begin having 1-1 meetings with direct reports, focusing on coaching and rapport-building
- Contribute to our approaches, methods, or technologies to support overall business goals and drive team efficiencies
- Maintain, harvest, and aid internal and external relationships to achieve progress and advance objectives
- Display ability to recognize order issues and trends while monitoring agent's day-to-day activity
- Apply methods to execute individual tasks that positively impact the team
- Play an active role in continued learnings to advance skill sets necessary for team goals
What You'll Bring
* Excellent knowledge of the ticket fulfillment process
- Strong problem-solving and independent decision-making skills
- Ability to manage multiple tasks and projects simultaneously
- Proactive in identifying potential order problems and finding resolutions
- Track record of performance and reliability
Benefits
* Competitive compensation, bonus incentives, and equity for all employees
- FLEX PTO, mental health days, medical, dental, and vision insurance, 401K matching
- Monthly credits and discounts for attending live events
- Hybrid working model
- Variety of additional workplace perks
How to Apply
If you're a motivated and results-driven leader with a passion for customer-centricity, we invite you to apply for this exciting opportunity. Please submit your application through our website, and join our team of innovators, thinkers, and doers who are shaping the future of the ticketing industry. Apply Now! Apply for this job