Experienced Customer Service Lead – Premium Apparel Industry
At arenaflex, we're revolutionizing the fashion retail industry by delivering an unparalleled customer experience to our millions of engaged consumers. As a trusted, premium lifestyle brand, we're committed to empowering our team members to thrive in a dynamic, fast-paced environment. If you're a customer service enthusiast with a passion for fashion, we invite you to join our team as an Experienced Customer Service Lead.
About arenaflex
arenaflex is the next-generation fashion retailer for Millennial and Generation Z consumers. With a vast yet curated offering of over 45,000 apparel, footwear, accessories, and beauty styles, we're the go-to online source for discovery and inspiration. Our dynamic platform connects a deeply engaged community of millions of consumers, thousands of global fashion influencers, and more than 500 emerging, established, and owned brands. Through 16 years of continued investment in technology, data analytics, and innovative marketing and merchandising strategies, we've built a powerful platform and brand that's redefining fashion retail for the 21st century.
Join the arenaflex Team
At arenaflex, we're a dynamic bunch of over 1,000 team members based out of Cerritos, California. We're motivated by getting the company to the next level, and we're looking for high-energy, diverse, bright, creative, and flexible individuals who thrive in a fast-paced work environment. In return, we promise to keep arenaflex a company where inspired people will always thrive.
Take a Behind-the-Scenes Look
Want to see what it's like to work at arenaflex? Check out our Instagram @arenaflexcareers or #lifeatarenaflex to get a glimpse into our "corporate" lifestyle.
Customer Service Lead Role
As an Experienced Customer Service Lead, you'll play a critical role in training and developing our customer service representatives. You'll be responsible for:
- Training and developing a team of customer service representatives
- Reviewing email, chat, and phone call communications to ensure that company policies and ideals are upheld
- Handling escalated customer calls, emails, and chats as needed
- Responding to customer questions and comments via phone, email, and live chat with speed and professionalism
- Answering inbound telephone calls and providing excellent customer support
- Researching and resolving complaints to ensure customer retention and satisfaction
- Following up on all written correspondence and escalating to customer service manager on duty as necessary
- Coordinating and following up with other departments to ensure problem resolution
- Working together with other customer service team members to promote an environment of customer satisfaction
Key Responsibilities
* Train and develop a team of customer service representatives to ensure they have the skills and knowledge to provide exceptional customer service
- Review and analyze customer interactions to identify areas for improvement and implement changes to enhance the customer experience
- Handle escalated customer calls, emails, and chats in a professional and timely manner
- Respond to customer questions and comments via phone, email, and live chat with speed and professionalism
- Provide excellent customer support by answering inbound telephone calls and resolving customer issues
- Research and resolve complaints to ensure customer retention and satisfaction
- Follow up on all written correspondence and escalate to customer service manager on duty as necessary
- Coordinate and follow up with other departments to ensure problem resolution
- Work together with other customer service team members to promote an environment of customer satisfaction
Required Competencies
To perform the job successfully, an individual should demonstrate the following competencies:
- Ability to work in a team environment
- Ability to give and receive honest and direct feedback
- Strong customer orientation with a desire and willingness to help
- Strong verbal and written communication skills
- Ability to work in the intensity of a high-volume inbound call center and capability of upholding the highest quality standards for individual output
- Knowledge of apparel construction and fabrication and various fashion categories
- Ability to work required overtime when business needs warrant
- Schedule flexibility as shifts can change based on needs of our customers
- Ability to work in office once a week on a consistent basis
Minimum Qualifications
* Experience with Microsoft Word and Excel
- High School Diploma
- Type 50+ words per minute
Preferred Qualifications
* Some College
- 2+ years in customer service, help desk, or call center experience in a retail environment
- 1+ years team leadership experience
- Type 60+ words per minute
- Working knowledge of website navigation
- Experience with Microsoft Word and Excel
What We Offer
* Competitive hourly rate of $25.00-$30.00 per hour
- Opportunities for career growth and professional development
- Collaborative and dynamic work environment
- Flexible scheduling to accommodate your needs
- Comprehensive benefits package, including medical, dental, and vision insurance
- 401(k) retirement plan with company match
- Paid time off and holidays
- Access to exclusive arenaflex employee discounts and perks
How to Apply
If you're a motivated and customer-focused individual with a passion for fashion, we invite you to apply for the Experienced Customer Service Lead role. Please submit your application through our website, and don't forget to check your spam folder for emails on your application status. We look forward to hearing from you! Apply Now! Apply for this job