Experienced Remote Customer Service Representative Team Lead – Customer Experience and Operations Management

At arenaflex, we're a U.S. based business-to-business services company and leading provider of compliance-based solutions that protects people and brands, promotes health and well-being, and safeguards the environment. With over 30 years of experience, we've 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. Every day, we help our customers solve complex challenges by safely managing materials that could otherwise spread disease, contaminate the environment, or compromise one's identity. Join us on our mission to protect health and well-being in a safe, responsible, and sustainable way. As an Experienced Remote Customer Service Representative Team Lead, you'll play a vital role in driving customer satisfaction and operational excellence in our call center. You'll work closely with our Customer Service Supervisory and Management team to manage and oversee call center phone report systems, manage daily call volume to meet department standards, and contribute to the success of the call center by assisting in managing performance.

Key Responsibilities:

* 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 provide 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 recommendation 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

Essential Qualifications:

* Education equivalent to an 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, MyStericyce.com, Roadnet and SFDC. Must be able to type a minimum of 40 w.p.m.

Preferred Qualifications:

* Bachelor's Degree in Business or related field

• Experience in a leadership or supervisory role in a call center or customer service environment
• Certification in customer service or a related field

Skills and Competencies:

* Excellent communication and interpersonal skills

• Strong problem-solving and analytical skills
• Ability to work in a fast-paced environment and prioritize tasks effectively
• Strong leadership and coaching skills
• Ability to work independently and as part of a team
• Strong knowledge of customer service principles and practices
• Ability to learn and adapt to new systems and processes

Career Growth Opportunities and Learning Benefits:

At arenaflex, we're committed to helping our employees grow and develop their careers. As a Remote Customer Service Representative Team Lead, you'll have opportunities to:

• Develop your leadership and coaching skills through training and development programs
• Take on new challenges and responsibilities as you grow in your role
• Collaborate with cross-functional teams to drive business results
• Participate in our tuition reimbursement program to pursue further education or training
• Enjoy a competitive salary and benefits package, including health insurance, retirement savings, and paid time off

Work Environment and Company Culture:

At arenaflex, we're proud to be an equal opportunity employer and foster a culture of belonging that encourages, supports, and celebrates the diverse voices of our team members. Our company culture is built on the following values:

• Respect: We treat each other with respect and dignity, regardless of our differences.
• Integrity: We operate with honesty, transparency, and accountability.
• Excellence: We strive for excellence in everything we do.
• Teamwork: We work together to achieve our goals and support each other's success.
• Innovation: We encourage creativity and innovation to drive business results.

Compensation, Perks, and Benefits:

At arenaflex, we offer a competitive salary and benefits package, including:

• Health insurance
• Retirement savings plan
• Paid time off
• Tuition reimbursement program
• Employee assistance program
• Life and accidental death and dismemberment insurance
• Employee stock purchase plan

How to Apply:

If you're a motivated and results-driven individual who is passionate about delivering exceptional customer service, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We can't wait to hear from you! Apply Now! Apply for this job