Experienced Customer Contact Representative Lead - Hybrid Role for Exceptional Customer Service and Team Leadership
Welcome to arenaflex: Where Customer Satisfaction Meets Exceptional Service
At arenaflex, we pride ourselves on being a community of food people who are passionate about delivering outstanding customer experiences. As a leader in the food industry, we are committed to providing our customers with the best possible service, and we are looking for 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 exceptional leadership and support to our customer contact representative team.
About the Role
As a Customer Contact Representative Lead, you will serve as a subject matter expert and play a critical role in ensuring that our customers receive the highest level of service and support. You will work closely with our customer contact representative team, providing daily support, on-the-floor coaching, and new team member support to enable them to deliver exceptional service. Your problem-solving and people skills will be essential in building rapport with internal and external stakeholders, improving relationships, and enhancing the customer experience.
Key Responsibilities
Mentor, advise, and lead team members to achieve the team's activities and goals, providing real-time feedback and necessary support
Respond to immediate needs and questions related to company processes, products, policies, procedures, and tools, serving as a subject matter expert
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, addressing immediate needs and supporting customer challenges and concerns
Collaborate 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 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, as well as 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 that supports 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, 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
Skills and Competencies
The ideal candidate will possess:
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 access to training and development opportunities, as well as the chance to work on cross-company projects and collaborate with other departments. You will also have the opportunity to develop your leadership skills and take on additional responsibilities as you grow in your role.
Work Environment and Company Culture
Our company culture is built on a foundation of respect, inclusivity, and teamwork. We believe in creating a positive and supportive work environment that encourages collaboration, creativity, and innovation. As a hybrid role, you will have the flexibility to work remotely and onsite, allowing you to balance your work and personal life. Our team is passionate about delivering exceptional customer experiences, and we are looking for someone who shares our values and is committed to making a difference.
Compensation, Perks, and Benefits
We offer a competitive compensation package, with a typical pay range of $23.00 - $27.00 per hour, depending on location and experience. Our benefits package includes health insurance, pre-tax spending accounts, retirement benefits, paid time off, short-term and long-term disability, employee stock purchase plan, and life insurance. We also offer opportunities for overtime compensation and professional development.
Conclusion
If you are a motivated and experienced customer service professional looking for a new challenge, 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. Don't miss out on this opportunity to join our community of food people and take your career to the next level. Apply now and become a part of our dynamic team!
Apply Now
At arenaflex, we pride ourselves on being a community of food people who are passionate about delivering outstanding customer experiences. As a leader in the food industry, we are committed to providing our customers with the best possible service, and we are looking for 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 exceptional leadership and support to our customer contact representative team.
About the Role
As a Customer Contact Representative Lead, you will serve as a subject matter expert and play a critical role in ensuring that our customers receive the highest level of service and support. You will work closely with our customer contact representative team, providing daily support, on-the-floor coaching, and new team member support to enable them to deliver exceptional service. Your problem-solving and people skills will be essential in building rapport with internal and external stakeholders, improving relationships, and enhancing the customer experience.
Key Responsibilities
Mentor, advise, and lead team members to achieve the team's activities and goals, providing real-time feedback and necessary support
Respond to immediate needs and questions related to company processes, products, policies, procedures, and tools, serving as a subject matter expert
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, addressing immediate needs and supporting customer challenges and concerns
Collaborate 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 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, as well as 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 that supports 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, 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
Skills and Competencies
The ideal candidate will possess:
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 access to training and development opportunities, as well as the chance to work on cross-company projects and collaborate with other departments. You will also have the opportunity to develop your leadership skills and take on additional responsibilities as you grow in your role.
Work Environment and Company Culture
Our company culture is built on a foundation of respect, inclusivity, and teamwork. We believe in creating a positive and supportive work environment that encourages collaboration, creativity, and innovation. As a hybrid role, you will have the flexibility to work remotely and onsite, allowing you to balance your work and personal life. Our team is passionate about delivering exceptional customer experiences, and we are looking for someone who shares our values and is committed to making a difference.
Compensation, Perks, and Benefits
We offer a competitive compensation package, with a typical pay range of $23.00 - $27.00 per hour, depending on location and experience. Our benefits package includes health insurance, pre-tax spending accounts, retirement benefits, paid time off, short-term and long-term disability, employee stock purchase plan, and life insurance. We also offer opportunities for overtime compensation and professional development.
Conclusion
If you are a motivated and experienced customer service professional looking for a new challenge, 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. Don't miss out on this opportunity to join our community of food people and take your career to the next level. Apply now and become a part of our dynamic team!
Apply Now