Experienced Team Lead – Chat Customer Service Supervisor at arenaflex

Join arenaflex, a leading provider of innovative communication solutions, as we revolutionize the way people connect and interact with each other. Our mission is to deliver exceptional customer experiences, and we're seeking a highly motivated and experienced Team Lead to lead our Chat Customer Service team.

About arenaflex

arenaflex is a dynamic and forward-thinking company that's committed to empowering people to live their best lives. We're a team of passionate individuals who share a common goal: to make a positive impact on our customers' lives. With a strong presence in 41 states and a customer base of nearly 32 million, we're a leader in the communication industry. Our innovative solutions, including Spectrum Internet, TV, Mobile, and Voice, have transformed the way people connect, communicate, and access information.

Job Summary

We're seeking an experienced Team Lead to join our Chat Customer Service team at arenaflex. As a Team Lead, you'll be responsible for leading and developing a team of Chat Customer Service Representatives, ensuring they receive the support and resources they need to deliver exceptional customer experiences. You'll be the driving force behind our team's success, providing coaching, guidance, and feedback to help them achieve their key performance indicators (KPIs). If you're a motivated and results-driven leader with a passion for customer service, we want to hear from you!

Key Responsibilities

* Lead and develop a team of Chat Customer Service Representatives, providing coaching, guidance, and feedback to help them achieve their KPIs.

• Actively support all efforts to simplify and enhance the customer experience, ensuring that customers receive effortless and world-class service.
• Contribute to the arenaflex vision of being the industry leader in customer service through quality, commitment, courtesy, and teamwork.
• Effectively lead a team of representatives, utilizing supervisory skills such as time management, planning, communication, and coaching.
• Monitor individual and team performance to ensure performance and quality standards are met or exceeded.
• Assist team members with escalated customer issues, providing timely and effective resolutions.
• Ensure departmental standards regarding customer experience are met by regularly monitoring chat communications and performance metrics.
• Establish and maintain interdepartmental relationships to ensure alignment on all business initiatives.
• Develop staff to be more effective in their roles by providing ongoing coaching and on-the-job training.
• Handle department personnel issues, including performance reviews, counseling, and progressive disciplinary actions as needed.
• Ensure the Kronos payroll system is properly accounted for and accurately updated for the team.
• Motivate and inspire others to action, utilizing effective leadership skills such as problem-solving, team development, and communication.

Required Skills and Abilities

* Ability to read, write, speak, and understand English.

• Ability to hire, evaluate, coach, and counsel direct reports regularly in the performance of their duties.
• Ability to act with honesty and integrity.
• Ability to communicate verbally and in writing in a clear and straightforward manner.
• Ability to prioritize and organize effectively.
• Ability to supervise and motivate others.
• Ability to use personal computers and software applications (e.g., word processing, spreadsheet, cable billing system).
• Ability to manage projects.
• Knowledge of all functions and related tasks in the area of customer relations.
• Knowledge of applicable products and services.
• Knowledge of general accounting and billing procedures.
• Must be patient, flexible, dependable, and have an outstanding attendance record.

Preferred Qualifications

* Supervisory or leadership experience (preferably of a team of 10 or more people) – 3+ years.

• Experience with customer relations, communications, and sales skills.
• High school diploma with some college coursework in business or a related field; or equivalent experience.

Work Environment

* Office environment.

• Exposure to moderate noise levels.
• Hours may vary.

Physical and Mental Requirements

* Good vision, including peripheral, and ability to adjust focus.

• Mental requirements include the ability to work in a fast-paced environment, multitask, and make sound judgments.

Benefits and Compensation

* arenaflex offers a comprehensive pay and benefits package that rewards employees for their contributions to our success, supports all aspects of their well-being, and delivers real value at every stage of life.

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

How to Apply

If you're a motivated and results-driven leader with a passion for customer service, we want to hear from you! Apply now to join our team at arenaflex and be a part of our mission to deliver exceptional customer experiences. Apply Job! Apply for this job