Experienced Full Stack Customer Service Representative Team Lead – Remote Customer Experience Management

Are you a seasoned customer service professional looking to take your career to the next level? Do you have a passion for delivering exceptional customer experiences and leading high-performing teams? If so, we invite you to join arenaflex as a Remote Customer Service Representative Team Lead. In this exciting role, you will have the opportunity to leverage your expertise to drive customer satisfaction, team productivity, and business growth while enjoying the flexibility of remote work.

About arenaflex

arenaflex is a leading provider of compliance-based solutions that protect people and brands, promote health and well-being, and safeguard the environment. With over 30 years of experience, we have grown from a small start-up in medical waste management into a leader across a range of increasingly complex and highly regulated arenas, serving healthcare organizations and commercial businesses of every size. Our mission is to protect health and well-being in a safe, responsible, and sustainable way.

Position Purpose

As a Remote Customer Service Representative Team Lead, you will assist the Customer Service Supervisory and Management team in managing and overseeing call center phone report systems, daily call volume, and customer satisfaction measurement tools. You will work closely with customer service representatives in a coaching and mentoring capacity, contributing to the success of the call center by assisting in managing performance and establishing strong working relationships with support units to optimize customer satisfaction. This role also supports the Supervisor in their role when they are unavailable or absent.

Key Job Activities

* Provides real-time support and monitoring of the performance of the team in answering and handling customer inquiries in a timely manner, meeting all SLA's received through the automated ACD system, mail or email, as well as provides assistance in this function

• Assists in the follow-up and complete care of all pending requests on SFDC, assuring appropriate follow-up and timeliness of service for all customer requests. Routinely queries SFDC to assist in timely responses to pending Customer Service inquiries
• Assist CSRs and handles customer inquiries as outlined by the Customer Service Manager. Uses sound judgment and initiative to satisfy internal and external customer requirements
• Provides feedback to management on ways to increase efficiencies and effectiveness of servicing customers' needs. Make recommendations for process and procedure improvement to appropriate management. Assists in training. Makes suggestions for improved training tools and processes to the Trainer and Management Team
• Contributes to the productivity of the call queue when required
• Positions arenaflex products and services when speaking with customers
• Provide feedback and guidance for improvement to the Management Team
• Provide leadership and training for all associates in a professional and positive manner to promote corporate goals and achieve department objectives. Monitor the quality of back office paperwork. Work with customer service representatives in a coaching and mentoring capacity on process or job-related requests. Provides performance feedback to Supervisors, as needed, to support coaching efforts
• Perform other duties and responsibilities, as assigned

Education and Experience

* Preferred Education: Associate's degree or equivalent

• Experience:

+ Education equivalent to Associate's degree in Business, or the equivalent in related work experience demonstrating a good knowledge of regulatory compliance issues within each state + Three or more years of experience in a customer service/customer retention/sales environment, or the equivalent in related work experience, demonstrating sound judgment and initiative to satisfy customer requirements + Demonstrates a high-level knowledge of arenaflex business systems including: Windows Suites, Microsoft Word & Excel, and Outlook, Steriworks, Manifest Archive, Myarenaflex.com, Roadnet and SFDC. Must be able to type a minimum of 40 w.p.m.

Benefits

arenaflex offers its employees a comprehensive benefits package, including:

• Health care program with medical, dental, vision, and prescription coverage
• Healthcare and dependent care flexible spending accounts
• Life and accidental death and dismemberment insurance
• Employee assistance program
• Tuition reimbursement
• Paid vacation and sick time
• 401(k) plan
• Employee stock purchase plan

Our Promise

arenaflex is committed to attracting and retaining a diverse workforce, and to valuing unique perspectives and identities. We foster a culture of belonging that encourages, supports, and celebrates the diverse voices of our team members. It fuels our innovation and strengthens our connection to our customers and the communities we serve. We are proud to be an equal opportunity employer. All employment is decided on the basis of qualifications, merit, and business need.

Disclaimer

The above description is meant to provide a summary of the nature and level of work being performed; it should not be construed as an exhaustive list of all responsibilities, duties, and requirements of the job. This document does not create an employment contract, implied or otherwise, and it does not constitute any right or guarantee of employment condition. This position is open to people with disabilities. arenaflex will consider requests for workplace accommodations for protected physical or mental limitations in accordance with its human resources and risks prevention policies and local laws. To the extent permissible under local law, and consistent with business necessity, arenaflex reserves the right to modify the content formally or informally, either verbally or in writing, at any time with or without advance notice.

Join Our Team!

This is a fantastic opportunity to grow your career. If you have the skills and passion we're looking for, please submit your application today. Apply for this job