Customer Care Team Lead – arenaflex Health Services

At arenaflex, we're revolutionizing the future of pharmacy by delivering exceptional customer experiences that set a new standard in the industry. As a Customer Care Team Lead, you'll play a pivotal role in shaping the vision and culture of our Pharmacy Customer Care team, driving customer satisfaction, and identifying innovative solutions to customer-impacting issues. If you're passionate about the future of healthcare and are ready to make history, join us on this exciting journey.

What You'll Do

As a Customer Care Team Lead at arenaflex, you'll be responsible for leading and developing a high-performing team of associates, driving performance goals, and maintaining a customer-centric culture. Your key responsibilities will include:

• Leading and developing a team of associates, focusing on performance management, coordination, and evaluation to achieve exceptional results
• Developing and achieving performance goals and objectives aligned with arenaflex's network-wide vision and goals
• Carrying out supervisory responsibilities in accordance with arenaflex's policies and procedures, including interviewing, training, planning, and assigning work, reviewing employee performance, and conflict resolution
• Mentoring new managers and high-growth potential employees to foster a culture of growth and development
• Developing and achieving performance goals for individual and team members
• Communicating policies to associates as the primary information source for staff
• Leading engagement activities across your site to foster a positive and inclusive work environment
• Managing Service Level Agreements (SLA) and metrics surrounding quality, customer experience, customer satisfaction, and other necessary Key Performance Indicators (KPI)
• Troubleshooting issues related to process affecting SLA compliance
• Assuming direct report job responsibilities as needed to meet performance goals and ensure SLAs are met
• Responsible for the quality and productivity of assigned teams
• Identifying customer issues, building, and implementing solutions, including process improvements
• Driving process improvement and continuous improvement culture through 'kaizen' and lean projects
• Identifying and eliminating barriers to accuracy, productivity, and quality
• Additional responsibilities include interviewing, training, and motivating employees, planning, assigning, and directing work, recognizing and administering rewards for associates

What We're Looking For

To succeed in this role, you'll need:

• A Bachelor's Degree or 2+ years of experience in a related field
• Flexibility to work varying shifts, including nights, weekends, and holidays, as needed
• Proficiency in Microsoft Office Suite and Google Suite
• Proof of full vaccination against COVID-19 for positions based in New York State, Washington State, and other jurisdictions as required by, and subject to, applicable law

Preferred Qualifications

* Display a positive work ethic, strong interpersonal skills, adherence to company policies, and a commitment to excellent customer service

• Passionate problem-solving skills
• Ability to thrive in a fast-paced work environment and adjust focus as needed
• Ability to work from the arenaflex by Amazon Pharmacy facility
• Demonstrated experience managing Sales/Customer Service teams, preferably in a contact center environment
• Strong preference for those who managed other people managers
• Powerful communication skills across all mediums and excellent attention to detail
• Ability to maintain confidentiality
• An enthusiastic leader who can motivate and drive others
• Experience with Slack

Why Join arenaflex?

At arenaflex, we're committed to creating a diverse and inclusive workplace where everyone can thrive. We're an equal opportunity employer and do not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit our website.

What We Offer

As a Customer Care Team Lead at arenaflex, you'll enjoy a competitive compensation package, including:

• Competitive salary
• Comprehensive benefits package
• Opportunities for career growth and professional development
• Collaborative and dynamic work environment
• Recognition and rewards for outstanding performance

How to Apply

If you're passionate about the future of healthcare and are ready to make history, apply now to join our team at arenaflex. Apply for this job