Experienced Customer Service Supervisor – Leadership Role in Centralized Disconnect Group

At arenaflex, we're not just a company – we're a community of innovators, thinkers, and doers who are passionate about making a difference in the world. We believe that everyone deserves to live, work, and play with purpose, and we're committed to empowering our customers to do just that. As a Customer Service Supervisor at arenaflex, you'll be part of a dynamic team that's dedicated to delivering exceptional customer experiences and driving business growth.

About the Role

We're seeking an experienced Customer Service Supervisor to lead our Regional Business Customer Care – Centralized Disconnect Group team. As a key member of our leadership team, you'll be responsible for ensuring that our customers receive the highest level of service and support, while also driving team performance and growth. This is a leadership role that requires a strong passion for customer service, a proven track record of success in a fast-paced, deadline-driven environment, and the ability to inspire and motivate a team of customer service representatives.

Key Responsibilities

As a Customer Service Supervisor at arenaflex, you'll be responsible for:

• Supervising a team of customer service representatives to ensure that customer orders, billing inquiries, and claims are processed accurately and timely
• Providing developmental coaching to associates, assessing ongoing performance, providing feedback and training as required, and taking appropriate corrective actions to support associates in achieving their objectives
• Conducting quality work reviews to provide performance feedback and coaching
• Ensuring that associate appraisals are aligned with corporate standards
• Setting clear expectations, driving performance, delivering results, providing support, and eliminating obstacles while fostering a professional culture amongst the team
• Knowing, understanding, and being able to articulate team performance, determining drivers, and action plans for improvement
• Promoting inclusion, innovation, and employee development
• Conducting weekly/monthly team meetings, daily touch base meetings, and one-on-one discussions
• Encouraging teamwork and collaboration
• Providing guidance and assistance in the resolution of escalated issues
• Fostering ethics by creating a safe, ethical, and inclusive environment, ensuring accountability to the arenaflex Credo, arenaflex Codes of Business Conduct, and all applicable standards, practices, and guidelines
• Partnering with Union Representation to foster good relations, hear and resolve grievances, and ensure all contractual requirements are met for both arenaflex and the Union
• Partnering with Human Resources as needed to support department or corporate needs

What We're Looking For

To be successful in this role, you'll need:

• Four or more years of work experience leading a team
• Four or more years of experience in a fast-paced, deadline-driven, customer-facing leadership role
• Four or more years of experience managing a team, assigning and managing team workload, setting priorities, allocating resources, and overcoming challenges to ensure delivery
• Four or more years of experience assessing employee performance, holding employees accountable, taking appropriate corrective actions, and training and providing ongoing direction and feedback to team members
• The ability to work outside of normal business hours, including some weekends and holidays
• Must be located within a commutable distance to the arenaflex office in Brooklyn, New York

Nice to Have

* A degree

• Six or more years of call center supervisory or management experience
• Two or more years of experience leading a team of union employees
• Experience working with collective bargaining agreements and an understanding of labor relations
• Organizational, analytical, written, and oral communication skills
• Time and people management and problem-solving skills
• Ability to be self-motivated, learn quickly, and adapt rapidly to transformation
• Ability to communicate with front-line employees and customers
• Ability to use good judgment, make independent decisions, and proactively problem-solve
• Capability of performing comfortably in a fast-paced, deadline-oriented work environment
• Ability to work as a team member, as well as independently
• Knowledge of Telecom products and services
• Proficient in Microsoft Office suite with an emphasis on Excel

Work Environment

This is a remote role, and you'll work from home with occasional in-person trainings and meetings. You'll be part of a dynamic team that's passionate about delivering exceptional customer experiences and driving business growth.

Benefits

At arenaflex, we're committed to providing our employees with a comprehensive benefits package that includes:

• Health and wellness benefits
• Short-term incentives
• 401(k) Savings Plan
• Stock incentive programs
• Paid time off
• Parental leave
• Adoption assistance
• Tuition assistance
• And many other incentives

Equal Employment Opportunity

arenaflex is an equal opportunity employer. We evaluate qualified applicants without regard to veteran status, disability, or other legally protected characteristics.

Compensation

The compensation range for this position is between $82,500.00 and $144,000.00 annually based on a full-time schedule. The salary will vary depending on your location and confirmed job-related skills and experience. This is an incentive-based position with the potential to earn more.

How to Apply

If you're passionate about delivering exceptional customer experiences and driving business growth, we'd love to hear from you. Please apply to this role through our website, and we'll be in touch soon.

Join Our Team

At arenaflex, we're not just a company – we're a community of innovators, thinkers, and doers who are passionate about making a difference in the world. Join us, and you'll be part of a dynamic team that's dedicated to delivering exceptional customer experiences and driving business growth. Apply for this job