Experienced Licensed Customer Service & Support Specialist Supervisor – arenaflex Investments

At arenaflex, our people are the driving force behind our success in the financial services industry. We are united in our commitment to delivering exceptional experiences for our customers, and we foster an inclusive workplace culture where all employees feel valued, respected, and empowered to contribute to our company's growth. As a Licensed Customer Service & Support Specialist Supervisor within arenaflex Investments, you will play a vital role in leading a team of customer service professionals who provide phone-based sales and service support to our clients.

Job Description

As a Licensed Customer Service & Support Specialist Supervisor, you will be responsible for leading the day-to-day activities of a specialized team in a contact center or client service environment. Your primary objective will be to achieve specific outcomes and key indicators for your work group, ensuring optimal performance and delivering exceptional customer experiences. You will collaborate with business partners to meet customer and employee needs in a responsive, efficient manner, managing escalated issues and interacting with customers to resolve their concerns.

Key Responsibilities:

* Lead the day-to-day activities of a specialized team in a contact center or client service environment, achieving specific outcomes and key indicators for your work group.

• Deliver the CARES model to customers and service partners, ensuring a personalized and exceptional experience.
• Collaborate with business partners to meet customer and employee needs in a responsive, efficient manner, managing escalated issues and interacting with customers.
• Ensure accurate and timely reporting, conducting problem-solving locally to own issues and sharing continuous improvement opportunities with the team.
• Manage workforce functions, including staffing, scheduling, and performance management.
• Accountable for the performance of the customer support team, reviewing team behaviors and identifying trends to drive employee engagement and outcomes.
• Inspire, motivate, grow, and develop customer service staff, leading change efforts and owning all outcomes.
• Effectively plan, organize, direct, analyze, and evaluate staff and processes to ensure optimal performance.

PNC Employees' Expectations:

As an arenaflex employee, you will be expected to embody the following values:

Customer Focused:

Knowledgeable of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions, and able to leverage that information in creating customized customer solutions.

Managing Risk:

Assessing and effectively managing all risks associated with business objectives and activities to ensure adherence to and support of arenaflex's Enterprise Risk Management Framework.

Fundamental Expectations of People Managers:

As a manager of talent at arenaflex, you will be expected to:

Include Intentionally:

Cultivate diverse teams and inclusive workplaces to expand thinking.

Live the Values:

Role models our values with transparency and courage.

Enable Change:

Takes action to drive change and innovation that will transform our business.

Achieve Results:

Takes personal ownership to deliver results, empowering and trusting others in decision-making.

Develop the Best:

Raises the bar with every talent decision and guides the achievement of all employees and customers.

Qualifications:

To be successful in this role, you must demonstrate the following skills, competencies, work experience, education, and required certifications/licensures:

Preferred Skills:

* Accountability

• Continual Improvement Process
• Customer Interactions
• Customer Service
• Decision Making
• Relationship Building
• Results-Oriented
• Technical Support

Competencies:

* Client Relationship Management

• Customer Experience Management
• Decision Making and Critical Thinking
• Effective Communications
• Problem Solving
• Process Management
• Tech Savvy

Work Experience:

Roles at this level typically require a university/college degree, with 3+ years of industry-relevant experience. An operations or production environment position typically requires 2 years of previous managerial experience. In lieu of a degree, a comparable combination of education, job-specific certification(s), and experience (including military service) may be considered.

Education:

No degree is required, but a university/college degree is preferred.

Certifications:

FINRA Series 7 and 63 (or 65,66) are required. FINRA Series 24 (or 9,10) is preferred.

Benefits:

arenaflex offers a comprehensive range of benefits to help meet your needs now and in the future. Depending on your eligibility, options for full-time employees include:

• Medical/prescription drug coverage (with a Health Savings Account feature)
• Dental and vision options
• Employee and spouse/child life insurance
• Short and long-term disability protection
• 401(k) with arenaflex match, pension, and stock purchase plans
• Dependent care reimbursement account
• Back-up child/elder care
• Adoption, surrogacy, and doula reimbursement
• Educational assistance, including select programs fully paid
• A robust wellness program with financial incentives

Paid Time Off:

arenaflex generally provides the following paid time off, depending on your eligibility:

• Maternity and/or parental leave
• Up to 11 paid holidays each year
• 8 occasional absence days each year, unless otherwise required by law
• Between 15 to 25 vacation days each year, depending on career level and years of service

Disability Accommodations Statement:

If an accommodation is required to participate in the application process, please contact us via email at [email protected]. Please include "accommodation request" in the subject line title and be sure to include your name, the job ID, and your preferred method of contact in the body of the email. Emails not related to accommodation requests will not receive responses. Applicants may also call 877-968-7762 and say "Workday" for accommodation assistance. All information provided will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

Equal Employment Opportunity (EEO):

arenaflex provides equal employment opportunity to qualified persons regardless of race, color, sex, religion, national origin, age, sexual orientation, gender identity, disability, veteran status, or other categories protected by law.

California Residents:

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