Experienced Customer Service Lead – Luxury Stores Customer Service

Join arenaflex, a leading luxury retail company, as we seek an exceptional Customer Service Lead to oversee our high-touch service and luxury retail environment. As a key member of our team, you will be responsible for providing world-class service while ensuring the effective management of workflow and processes. If you have a passion for delivering exceptional customer experiences and leading a team to success, we encourage you to apply for this exciting opportunity.

About arenaflex

arenaflex is a renowned luxury retail company that prides itself on delivering exceptional customer experiences. Our commitment to excellence is reflected in our high-touch service and luxury retail environment, where we strive to exceed customer expectations. As a Customer Service Lead, you will be part of a dynamic team that is dedicated to providing superior service while ensuring the effective management of workflow and processes.

Key Responsibilities

As a Customer Service Lead, you will be responsible for the following key responsibilities:

• Provide 1x1 coaching to Customer Service Associates (CSAs) and Lead team members to ensure performance meets company standards.
• Identify performance improvement opportunities through contact evaluations, providing feedback to managers and Quality Assurance (QA).
• Serve as a reference and point of contact for escalated customer situations, offering guidance and using judgment to resolve issues promptly.
• Escalate and document progress and operational roadblocks to management.
• Monitor real-time adherence reporting to ensure service metrics are met.
• Act as a Subject Matter Expert (SME) for company policies and processes.
• Deliver quick results with minimal supervision in a dynamic and often ambiguous work environment.

A Day in the Life

As a Customer Service Lead, your day will be filled with a variety of tasks and responsibilities. Here are some examples of what you might experience:

• Managing the CS help inbox, including monitoring and reporting trends, utilizing tools like Seller Central, CSC Call Center Manager, TT, SIM, and shipping carrier admin sites.
• Monitoring and guiding daily workflow across phone, email, and chat channels, ensuring consistent coverage and service delivery.
• Facilitating high-volume CS help desk communication using SIM, prioritizing issues and ensuring resolutions are handled within the SLA.
• Maintaining and following up on manual, mishandled, or exception orders to ensure customer satisfaction.
• Managing CS Issue ticketing with brand and fulfillment teams to resolve customer and departmental technical issues.
• Assisting with new hire training programs and onboarding of new CSAs, ensuring a smooth transition into the team.
• Distributing and managing special project workflows, collaborating with CSAs.
• Adopting CS policies and procedures, ensuring compliance and consistency through contact coaching and providing general support for the CS staff.
• Collaborating with internal groups such as QC, Returns departments, Brand Teams, Merchandising, and FC to resolve customer-facing issues.
• Sustaining SLA adherence by managing high-volume workloads and assisting with peak demand periods.

Preferred Qualifications

* Demonstrated success in coaching, mentoring, and/or leading a small team in a customer service environment.

• Mastery of essential customer service functions.
• Collaborative approach to problem-solving, with a focus on sharing and enhancing team knowledge.
• Excellent attention to detail and ability to work in a team-oriented environment.

What We Offer

As a Customer Service Lead at arenaflex, you will enjoy a competitive compensation package, including:

• A base pay range of $37,200/year in our lowest geographic market up to $59,700/year in our highest geographic market.
• Equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package.
• A full range of medical, financial, and/or other benefits.
• Opportunities for career growth and professional development.
• A dynamic and inclusive work environment that empowers employees to deliver exceptional results for our customers.

How to Apply

If you are a motivated and experienced customer service professional looking for a new challenge, we encourage you to apply for this exciting opportunity. Please visit our career site to submit your application.

Equal Employment Opportunity

arenaflex is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

Accommodations

If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, please visit our website for more information.

Los Angeles County and San Francisco Fair Chance Ordinance

Pursuant to the Los Angeles County Fair Chance Ordinance and the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Contact Us

If you have any questions or would like more information about this opportunity, please do not hesitate to contact us. We look forward to hearing from you! Apply for this job