Experienced Customer Service Team Lead (Nights & Weekends) – Driving Exceptional Customer Experiences at arenaflex
At arenaflex, we're passionate about delivering exceptional customer experiences that exceed our customers' expectations. As a seasoned Customer Service Team Lead, you'll play a pivotal role in leading our Nights and Weekends team to success, driving productivity, and fostering a culture of excellence. If you're a motivated and results-driven leader with a passion for customer service, we want to hear from you!
About arenaflex
arenaflex is a leading provider of innovative solutions for the ticketing industry. Our mission is to revolutionize the way people experience live events, and we're committed to delivering exceptional customer experiences that make a lasting impact. With a fast-paced and dynamic work environment, we're always looking for talented individuals who share our passion for innovation and customer satisfaction.
Job Summary
As a Customer Service Team Lead, you'll be responsible for leading a high-performing team of customer service representatives, providing coaching and guidance to ensure exceptional customer experiences. You'll work closely with our Broker Relationship Management team, monitor day-to-day operations, and drive strategic initiatives to meet key performance indicators (KPIs). If you're a seasoned leader with a passion for customer service, we encourage you to apply for this exciting opportunity.
Schedule and Work Environment
Our Nights and Weekends team operates from 3:00 pm to 12:00 am, with Sundays and Mondays off. We offer a hybrid work model, with three days in the office and two days remote. Our office is located in a vibrant and dynamic area, with plenty of opportunities for professional growth and development.
Key Responsibilities
As a Customer Service Team Lead, you'll be responsible for:
- Monitoring day-to-day team operations, including queue management, inbound and outbound broker and customer communication, and pending orders to ensure timely confirmation by ticket sellers.
- Developing and implementing strategies to meet Service Level Agreements (SLAs) for inbound phone, chat, and queue work.
- Handling escalated broker and customer issues in a timely and professional manner.
- Providing real-time support to Order Fulfillment agents, Offshore (BPO) partners, internal departments, and sellers.
- Facilitating agent development through bi-annual reviews, new agent training, frequent coaching feedback, and auditing agent order handling and providing feedback in one-on-one meetings.
- Communicating high-level issues and fulfillment trends to upper management.
- Auditing agent order handling and providing feedback to improve performance.
- Interviewing and hiring agents to join our team.
- Preparing and facilitating corrective action when necessary.
- Approving and auditing bi-weekly payroll.
- Managing multiple tasks and projects simultaneously.
Career Progression and Expectations
As a Customer Service Team Lead, your role expectations will progress as follows:
- 30 days in: Complete new hire orientation, gain advanced knowledge of how ticket marketplaces operate, and become familiar with Work Force Management tools such as ADP, InContact reporting, and Freshdesk reporting.
- 90 days in: Contribute to our approaches, methods, or technologies to support overall business goals and drive team efficiencies. Maintain, harvest, and aid internal and external relationships to achieve progress and advance objectives.
- 180 days in: Apply methods to execute individual tasks that positively impact the team. Play an active role in continued learnings to advance skill sets necessary for team goals. Complete tri-annual reviews for direct reports in support of your Senior Manager.
What You'll Bring
To succeed as a Customer Service Team Lead, you'll need:
- Excellent knowledge of the ticket fulfillment process.
- Strong problem-solving and independent decision-making skills.
- Ability to manage multiple tasks and projects simultaneously.
- Proactive in identifying potential order problems and finding resolutions.
- Track record of performance and reliability.
Benefits
arenaflex offers a comprehensive benefits package, including:
- Competitive compensation and bonus incentives.
- Equity for all employees.
- FLEX PTO and mental health days.
- Medical, dental, and vision insurance.
- 401K matching.
- Monthly credits and discounts for attending live events.
- Hybrid working model.
- Variety of additional workplace perks.
How to Apply
If you're a motivated and results-driven leader with a passion for customer service, we encourage you to apply for this exciting opportunity. Please submit your application through our website, and we'll be in touch to discuss your qualifications further. Apply Now! Apply for this job