Assistant Manager, Customer Service – Delivering Exceptional Experiences at arenaflex

At arenaflex, we're passionate about crafting world-class products that inspire our customers to live well, with confidence and joy. As a leading brand in the industry, we're committed to providing unparalleled customer service that sets us apart from the rest. We're seeking a results-driven and experienced Customer Service Assistant Manager to join our team and help us achieve our vision of delivering exceptional experiences to our customers.

About arenaflex

arenaflex is a dynamic and innovative company that's dedicated to providing pioneers of all fields with unfailing goods made from the highest quality materials available. Our legacy of American craftsmanship and commitment to innovation have made us a leader in the industry. We're proud of our heritage and strive to create products that are not only beautiful but also durable and long-lasting. Our team is the backbone of our success, and we're looking for individuals who share our passion for excellence and customer service.

The Role

We're seeking a Customer Service Assistant Manager who will lead our customer service team with a focus on continuous process improvement and empathy. The ideal candidate will have a strong understanding of call center and customer service metrics, experience in a retail setting, and a proven track record of coaching, training, and motivating team members. If you're passionate about customer service and have a knack for building strong relationships, we'd love to hear from you!

Key Responsibilities

As a Customer Service Assistant Manager at arenaflex, you'll be responsible for:

• Designing and implementing training programs to ensure team members stay updated on policies, tools, customer service best practices, and operational procedures.
• Monitoring phone dashboards and queues to observe performance and productivity in an effort to provide real-time feedback and supervision.
• Coaching Customer Service Team Members to achieve goals, set expectations, and reinforce policies and procedures.
• Assisting in managing the Contact Center, including staffing, scheduling, coaching, performance management, and process improvement initiatives.
• Performance management of team members, including attendance, productivity, conduct, and any other criteria pertinent to job function.
• Resolving customer challenges as necessary, directly addressing escalated customer concerns, complaints, and complex issues that cannot be resolved by front-line team members or supervisors.
• Establishing and maintaining a feedback loop to collect, analyze, and act on customer insights, driving continuous improvement in service quality.
• Working collaboratively across teams to identify customer experience challenges, especially those impacting order fulfillment and return resolution.
• Keeping the Senior Manager of Customer Service apprised of department performance, productivity, challenges, disciplinary actions, and staffing needs.
• Oversight of customer interactions, ensuring they are handled with attention to detail in an effort to enhance the customer experience.
• Cultivating a supportive culture, offering guidance and support to improve team members' experiences, thereby enhancing the customer experience.
• Identifying opportunities to improve processes, increase operational effectiveness, and implement new initiatives to optimize the department.
• Providing recognition for team members' productivity and performance in an effort to boost individual and department morale.
• Utilizing customer service platforms, ticketing systems, and reporting tools (e.g., Zendesk, Salesforce) to streamline operations and maintain high service standards.

Qualifications

To be successful in this role, you'll need:

• A minimum of two years of leadership experience, with at least five years' experience in a Call Center environment, or experience leading a customer-focused team within a fast-paced growing environment.
• A strong understanding of call center and customer service metrics.
• Experience in a retail setting.
• Cloud phone system & CRM experience.
• Problem-solving skills.
• Time management and multitasking skills.
• The ability to coach, train, and motivate team members and evaluate their performance.
• The ability to work well in a dynamic, fast-paced work environment and be good at dealing with constant change.

What We Offer

As a Customer Service Assistant Manager at arenaflex, you'll enjoy:

• A competitive salary range of $77,000 - $90,000, depending on location and experience.
• A dynamic and supportive work environment that encourages growth and development.
• Opportunities for career advancement and professional growth.
• A comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off.
• A fun and collaborative team culture that values diversity, equity, and inclusion.

Equal Opportunity Employer

arenaflex is an equal opportunity employer. We believe that every team member has the right to work in surroundings that are free from all forms of unlawful discrimination. It is our policy that all decisions involving any aspect of the employment relationship will be made without regard to race, color, sex, religion, age, national origin, marital status, sexual orientation, gender identity, the presence of any sensory, mental, or physical disability, veteran and military status, genetic information, political ideology, or any other status or characteristic protected by local, state, or federal law. Discrimination and/or harassment based on any of those factors are totally inconsistent with our philosophy of doing business and will not be tolerated.

Accommodations for Applicants and Team Members with Disabilities

With regard to applicants or team members with disabilities, the company offers what the law refers to as "reasonable accommodation" to enable a person to perform his or her job.

Note

This job description is not meant to be all-inclusive. Team members may be required to perform other duties to meet the ongoing needs of the organization.

Apply Now!

If you're passionate about delivering exceptional customer experiences and have the skills and qualifications we're looking for, we'd love to hear from you! Apply now to join our team and be a part of arenaflex's mission to inspire our customers to live well, with confidence and joy. Apply for this job