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.
Apply Now
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.
Apply Now