Experienced Customer Care Team Lead – Driving Excellence in arenaflex's Pharmacy Customer Experience
About arenaflex
At arenaflex, we're revolutionizing the future of pharmacy by delivering exceptional customer experiences that set a new standard in the industry. Our commitment to being the earth's most customer-centric pharmacy drives us to innovate, improve, and push the boundaries of what's possible. As a leader in the pharmacy space, we're passionate about making a meaningful impact on people's lives, and we're looking for talented individuals to join our team and help us achieve our vision.Job Summary
We're seeking an experienced Customer Care Team Lead to join our Pharmacy Customer Care team at arenaflex. As a Team Lead, you'll play a critical role in setting the vision and culture of your team, driving exceptional customer satisfaction, and identifying opportunities for process improvements. If you're a passionate and driven leader with a customer-centric mindset, we want to hear from you!Key Responsibilities
As a Customer Care Team Lead at arenaflex, you'll be responsible for:- Leading and developing a team of associates, focusing on performance management, coordination, and evaluation to drive exceptional customer satisfaction.
- Developing and achieving performance goals and objectives that align with arenaflex's network-wide vision and goals.
- Carrying out supervisory responsibilities in accordance with arenaflex's policies and procedures, including interviewing, training, planning, and assigning work, reviewing employee performance, and conflict resolution.
- Mentoring new managers and employees with high growth potential to help them develop their skills and advance in their careers.
- Developing and achieving performance goals for individuals and teams, ensuring that everyone is working towards a common goal.
- Communicating policies and procedures to associates as the primary information source for staff, ensuring that everyone is informed and aligned.
- Leading engagement activities across your site to foster a positive and inclusive work environment.
- Managing Service Level Agreements (SLAs) and metrics surrounding quality, customer experience, customer satisfaction, and other Key Performance Indicators (KPIs).
- Troubleshooting issues related to process affecting SLAs compliance, identifying root causes, and implementing solutions.
- Assuming direct report job responsibilities as needed to meet performance goals and ensure SLAs are met.
- Responsible for the quality and productivity of assigned teams, ensuring that everyone is working towards a common goal.
- Identifying customer issues, building and implementing solutions, including process improvements.
- Driving process improvement and continuous improvement culture through 'kaizen' and lean projects, identifying and eliminating barriers to accuracy, productivity, and quality.
- Additional responsibilities include interviewing, training, and motivating employees, planning, assigning, and directing work, recognizing and administering rewards for associates.
Basic Qualifications
To be considered for this role, you'll need:- A Bachelor's Degree or 2+ years of experience in a related field.
- Flexibility to work varying shifts, including nights, weekends, and holidays, as needed.
- Experience with Microsoft Office Suite and Google Suite.
- Proof of full vaccination against COVID-19 for positions based in New York State, Washington State, and other jurisdictions as required by, and subject to, applicable law.
Preferred Qualifications
While not required, we're looking for candidates with:- A positive work ethic, strong interpersonal skills, adherence to company policies, and a commitment to excellent customer service.
- Passionate problem-solving skills, with the ability to thrive in a fast-paced work environment and adjust focus as needed.
- Ability to work from the arenaflex by Amazon Pharmacy facility.
- Demonstrated experience managing Sales/Customer Service teams, preferably in a contact center environment, with a strong preference for those who have managed other people managers.
- Poweful communication skills across all mediums and excellent attention to detail.
- Ability to maintain confidentiality.
- An enthusiastic leader who can motivate and drive others.
- Experience with Slack.
What We Offer
As a Customer Care Team Lead at arenaflex, you'll enjoy:- A competitive salary and benefits package.
- Opportunities for career growth and professional development.
- A dynamic and inclusive work environment that values diversity and promotes a culture of ownership and engagement.
- Recognition and rewards for outstanding performance.
- Access to cutting-edge technology and tools to help you succeed.
- A comprehensive training program to help you develop your skills and advance in your career.