**Experienced Customer Service Center Manager – Leading a Team of Customer Care Professionals**
At arenaflex, we are committed to delivering exceptional customer experiences through our cutting-edge technology and innovative approach to customer service. As a Customer Service Center Manager, you will be at the forefront of this mission, leading a team of talented Customer Care Professionals who are dedicated to providing outstanding service to our customers via various communication channels.
**About arenaflex**
arenaflex is a leading provider of products and services through an integrated business-to-business (B2B) distribution platform and omnichannel presence. Our company empowers every business, professional, and consumer to achieve more every day through our world-class supply chain and distribution operations, dedicated sales professionals, online presence, and a network of retail stores. We are committed to providing equal employment opportunities in all employment practices and welcome applications from qualified candidates.
**Job Summary**
We are seeking an experienced Customer Service Center Manager to lead our team of Customer Care Professionals. As a key member of our organization, you will be responsible for managing and developing a team of customer service representatives who deliver exceptional service to our customers. You will be responsible for hiring, training, and developing associates who adhere to our company values and policies while inspiring them to achieve all performance goals, including revenue, quality, and customer experience.
**Key Responsibilities**
As a Customer Service Center Manager, you will be responsible for:
* Managing and leading a group of Customer Care Professionals, monitoring quality, behavior, and performance to ensure that we are meeting arenaflex's vision of service. Conduct coaching, training, and quality observations (QA's) to improve performance.
* Recognizing, motivating, and inspiring CCPs who excel in required levels of performance while coaching CCPs who fall short of expectations. Conduct monthly one-on-one meetings to focus on continued associate performance, growth, and development.
* Reviewing CRM, Call Disposition, QA, SR reports to ensure agents are following all Customer Care standards. Managing payroll, time off, annual performance reviews, and PDP goal setting.
* Attending cross-functional conference calls and contributing to or leading special projects or tasks as needed.
* Addressing facility maintenance, safety, security, and operations issues via defined internal processes. Working with vendors or landlord as outlined in SOPs or guidelines.
**Education and Experience**
* Level of Formal Education: High School Diploma or GED, Bachelor's Degree Preferred
* Area of Study: Business or other related area
* Years of Experience: Four to seven years experience and/or training
* Type of Experience:
+ Minimum 5 years proven customer service management with revenue growth responsibility
+ Minimum 5 years experience with Quality and Performance Management methodology (call and database quality monitoring and coaching)
* Language Skills: English
* Technical Competencies: Adobe, Project, PowerPoint, Excel, Word, ability to access/manipulate department databases. Oracle, CRM, Medallia
* Skills and Ability:
+ Excellent verbal and written communication skills
+ Demonstrated planning, organizational, analytical, and decision-making skills required
+ Experience in developing and implementing associate programs, i.e., motivational, developmental
+ Decision-making ability with a bias for action
+ Ability to develop new and innovative strategic concepts, ideas, and tactics
+ Ability to motivate, develop, maintain, and retain professional customer service employees
+ Ability to influence peers and coworkers in a positive manner
+ Ability to manage priorities to achieve both short-term results and strategic objectives
* Information Systems: PeopleSoft, Outlook, Broadsoft/Transera, Kronos, Oracle, myCloud, Gmillennia, AOPS, Web Support, OD Rewards
* Personal Attributes:
+ Self-motivated, analytical, entrepreneurial spirit, results-driven, inspires/motivates teams and individuals
+ Keen listening skills and ability to follow direction in a changing environment
+ Other/Preferred: Decision-making ability with a bias for action
+ A thorough understanding of consultative selling
**Career Growth Opportunities and Learning Benefits**
As a Customer Service Center Manager at arenaflex, you will have the opportunity to develop your skills and advance your career in a dynamic and fast-paced environment. We offer a range of training programs and development opportunities to help you achieve your goals and reach your full potential. Our company culture is built on collaboration, innovation, and a commitment to excellence, and we are dedicated to providing our employees with the support and resources they need to succeed.
**Work Environment and Company Culture**
arenaflex is a diverse and inclusive organization that values and respects the contributions of all our employees. We are committed to creating a work environment that is safe, supportive, and inclusive, and we strive to provide our employees with the resources and opportunities they need to succeed. Our company culture is built on collaboration, innovation, and a commitment to excellence, and we are dedicated to providing our employees with the support and resources they need to achieve their goals.
**Compensation, Perks, and Benefits**
arenaflex offers a competitive salary and a range of benefits, including:
* Competitive salary
* Comprehensive benefits package, including medical, dental, and vision insurance
* 401(k) plan with company match
* Paid time off and holidays
* Opportunities for professional development and career advancement
* Recognition and rewards for outstanding performance
**How to Apply**
If you are a motivated and experienced customer service professional who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please click the "Apply Now" button to submit your application, and follow the instructions on each page. When you have completed the application, click the submit button to send it to our team.
**Equal Employment Opportunity**
arenaflex is an equal employment opportunity employer and welcomes applications from qualified candidates. We are committed to providing equal employment opportunities in all employment practices and welcome applications from qualified candidates who are interested in joining our team.
**Application Deadline**
The job posting will remain open for a minimum of 3 days and will expire once the position has been filled. We encourage you to apply as soon as possible to be considered for this exciting opportunity.
Apply Now
Apply Now
**About arenaflex**
arenaflex is a leading provider of products and services through an integrated business-to-business (B2B) distribution platform and omnichannel presence. Our company empowers every business, professional, and consumer to achieve more every day through our world-class supply chain and distribution operations, dedicated sales professionals, online presence, and a network of retail stores. We are committed to providing equal employment opportunities in all employment practices and welcome applications from qualified candidates.
**Job Summary**
We are seeking an experienced Customer Service Center Manager to lead our team of Customer Care Professionals. As a key member of our organization, you will be responsible for managing and developing a team of customer service representatives who deliver exceptional service to our customers. You will be responsible for hiring, training, and developing associates who adhere to our company values and policies while inspiring them to achieve all performance goals, including revenue, quality, and customer experience.
**Key Responsibilities**
As a Customer Service Center Manager, you will be responsible for:
* Managing and leading a group of Customer Care Professionals, monitoring quality, behavior, and performance to ensure that we are meeting arenaflex's vision of service. Conduct coaching, training, and quality observations (QA's) to improve performance.
* Recognizing, motivating, and inspiring CCPs who excel in required levels of performance while coaching CCPs who fall short of expectations. Conduct monthly one-on-one meetings to focus on continued associate performance, growth, and development.
* Reviewing CRM, Call Disposition, QA, SR reports to ensure agents are following all Customer Care standards. Managing payroll, time off, annual performance reviews, and PDP goal setting.
* Attending cross-functional conference calls and contributing to or leading special projects or tasks as needed.
* Addressing facility maintenance, safety, security, and operations issues via defined internal processes. Working with vendors or landlord as outlined in SOPs or guidelines.
**Education and Experience**
* Level of Formal Education: High School Diploma or GED, Bachelor's Degree Preferred
* Area of Study: Business or other related area
* Years of Experience: Four to seven years experience and/or training
* Type of Experience:
+ Minimum 5 years proven customer service management with revenue growth responsibility
+ Minimum 5 years experience with Quality and Performance Management methodology (call and database quality monitoring and coaching)
* Language Skills: English
* Technical Competencies: Adobe, Project, PowerPoint, Excel, Word, ability to access/manipulate department databases. Oracle, CRM, Medallia
* Skills and Ability:
+ Excellent verbal and written communication skills
+ Demonstrated planning, organizational, analytical, and decision-making skills required
+ Experience in developing and implementing associate programs, i.e., motivational, developmental
+ Decision-making ability with a bias for action
+ Ability to develop new and innovative strategic concepts, ideas, and tactics
+ Ability to motivate, develop, maintain, and retain professional customer service employees
+ Ability to influence peers and coworkers in a positive manner
+ Ability to manage priorities to achieve both short-term results and strategic objectives
* Information Systems: PeopleSoft, Outlook, Broadsoft/Transera, Kronos, Oracle, myCloud, Gmillennia, AOPS, Web Support, OD Rewards
* Personal Attributes:
+ Self-motivated, analytical, entrepreneurial spirit, results-driven, inspires/motivates teams and individuals
+ Keen listening skills and ability to follow direction in a changing environment
+ Other/Preferred: Decision-making ability with a bias for action
+ A thorough understanding of consultative selling
**Career Growth Opportunities and Learning Benefits**
As a Customer Service Center Manager at arenaflex, you will have the opportunity to develop your skills and advance your career in a dynamic and fast-paced environment. We offer a range of training programs and development opportunities to help you achieve your goals and reach your full potential. Our company culture is built on collaboration, innovation, and a commitment to excellence, and we are dedicated to providing our employees with the support and resources they need to succeed.
**Work Environment and Company Culture**
arenaflex is a diverse and inclusive organization that values and respects the contributions of all our employees. We are committed to creating a work environment that is safe, supportive, and inclusive, and we strive to provide our employees with the resources and opportunities they need to succeed. Our company culture is built on collaboration, innovation, and a commitment to excellence, and we are dedicated to providing our employees with the support and resources they need to achieve their goals.
**Compensation, Perks, and Benefits**
arenaflex offers a competitive salary and a range of benefits, including:
* Competitive salary
* Comprehensive benefits package, including medical, dental, and vision insurance
* 401(k) plan with company match
* Paid time off and holidays
* Opportunities for professional development and career advancement
* Recognition and rewards for outstanding performance
**How to Apply**
If you are a motivated and experienced customer service professional who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please click the "Apply Now" button to submit your application, and follow the instructions on each page. When you have completed the application, click the submit button to send it to our team.
**Equal Employment Opportunity**
arenaflex is an equal employment opportunity employer and welcomes applications from qualified candidates. We are committed to providing equal employment opportunities in all employment practices and welcome applications from qualified candidates who are interested in joining our team.
**Application Deadline**
The job posting will remain open for a minimum of 3 days and will expire once the position has been filled. We encourage you to apply as soon as possible to be considered for this exciting opportunity.
Apply Now
Apply Now