Experienced Customer Contact Representative Lead - Hybrid Role for Exceptional Customer Service and Team Leadership

Introduction to arenaflex

arenaflex is a leading organization in the food industry, dedicated to providing exceptional service to its customers and sellers. As a community of food people, we strive to make a positive impact on the lives of those we serve. Our mission is to deliver outstanding customer experiences, and we are seeking a talented and experienced Customer Contact Representative Lead to join our team. In this hybrid role, you will have the opportunity to work remotely and onsite, providing support to our customer contact representative team and ensuring that our customers receive the best possible service.

Job Overview

The Customer Contact Representative Lead will serve as a subject matter expert and play a key role in ensuring that arenaflex customers receive exceptional contact quality and service. As a team lead, you will be responsible for providing daily support to the customer contact representative team, including on-the-floor coaching and new team member support. You will use your problem-solving and people skills to support the team through multiple channels and build rapport with internal and external stakeholders to improve relationships and the customer experience.

Key Responsibilities

• Mentor, advise, and lead team members to support the team's activities and goals, providing real-time feedback and necessary support
• Serve as a subject matter expert to motivate the team's success, responding to immediate needs and questions related to company processes, products, policies, and procedures
• Take escalations from the team and support other internal department resources as needed
• Review and present daily metric and communication updates, as well as daily huddle announcements
• Provide thorough customer and order solution options to customers and contact representatives, serving immediate needs to support customer challenges and concerns
• Work closely with the Customer Contact Manager to support the coaching process, quality performance review, meeting and metric data support, and pull necessary reports to ensure measurement of quality and performance goals
• Participate in cross-company projects to improve and optimize the customer's experience
• Conduct analysis to produce customer-specific reports or activities as contractually required
• Assist sellers with preparation of customer business analysis, product research, and recommendation for profitability, and other internal reporting as requested
• Approve service recovery requests as back-up support to Manager and provide guidance to peers
• Promote a positive and friendly environment, supporting good morale and cooperation
• Help identify trending issues among customers, team members, products, and services from interactions with customers

Essential Qualifications

To be successful in this role, you will need:

• High School diploma or equivalent required, with a minimum of 5 years of customer service or support experience
• At least 5 years of previous sales support or customer service experience, maintaining customer relations, with a proven track record of supporting customers and team members with exceptional service and leadership
• Foodservice or distribution experience preferred
• Experience working virtually (i.e., from home)
• Ability to communicate with customers and team members through various channels
• Acknowledge and resolve customer escalations or complaints
• Assist Manager with team support as necessary
• Product knowledge to support customer needs
• Initiate and resolve requests for customer or organizational reporting
• Coach and mentor colleagues as necessary
• Ensure customer satisfaction and provide professional customer support
• Organize and coordinate schedules

Preferred Qualifications

In addition to the essential qualifications, we are looking for candidates with:

• Professional leadership skills, with the ability to lead by example
• Excellent written and verbal communication skills
• Able to take direction and quickly learn new procedures, processes, and product information
• Open to feedback, with a culture of continuous improvement, working towards individual and department goals
• Comfortable navigating technology, phone systems, and tools
• Strong attention to detail, multi-tasking, and time-management skills
• Detail-oriented with strong critical thinking ability to quickly define problems and reach valid conclusions
• Exceptional ability to collaborate with customers, vendors, and internal partners
• Customer service orientation and ability to adapt and respond to different personalities
• Advanced knowledge of Microsoft applications, with Salesforce.com experience

Career Growth Opportunities and Learning Benefits

At arenaflex, we are committed to the growth and development of our employees. As a Customer Contact Representative Lead, you will have the opportunity to develop your leadership skills, expand your knowledge of the food industry, and take on new challenges. You will also have access to training and development programs, as well as opportunities for advancement within the company.

Work Environment and Company Culture

arenaflex is a dynamic and fast-paced organization, with a culture that values teamwork, innovation, and customer satisfaction. As a hybrid role, you will have the flexibility to work remotely and onsite, with a balance of independence and collaboration. Our team is passionate about delivering exceptional customer experiences, and we are looking for individuals who share our commitment to excellence.

Compensation, Perks, and Benefits

The typical pay for this role is around $23.00 - $27.00 per hour, depending on location and experience. You will also be eligible for a range of benefits, including health insurance, pre-tax spending accounts, retirement benefits, paid time off, short-term and long-term disability, employee stock purchase plan, and life insurance.

Conclusion

If you are a motivated and experienced customer service professional, with a passion for leadership and teamwork, we encourage you to apply for this exciting opportunity. As a Customer Contact Representative Lead at arenaflex, you will have the chance to make a real difference in the lives of our customers and team members, while developing your skills and advancing your career. Don't miss out on this opportunity to join our community of food people and take your career to the next level.