Experienced Customer Care Manager – Remote Leadership Opportunity at arenaflex

At arenaflex, we're not just building homes – we're crafting spaces that spark creativity, comfort, and connection. As a leader in premium space management, we've been perfecting the art of custom-designed organizational solutions since 1978. Our mission is to make space for what truly matters, and we're looking for a talented Customer Care Manager to join our team and help us deliver exceptional experiences to our customers.

Job Description

We're seeking an experienced Customer Care Manager to lead our centralized team of passionate individuals who are dedicated to creating lifelong relationships with our brand. As a hands-on leader, you'll be responsible for guiding, directing, and managing our Customer Care day-to-day operations. This role has direct oversight of our internal Central Support team and works closely with our First Contact Call Center vendor, TLS. You'll be the point of contact for all markets supported by Customer Care, preparing performance reports, analyzing data and trends, and conducting monthly and quarterly market business reviews.

Key Responsibilities

As a Customer Care Manager at arenaflex, you'll have the opportunity to:

• Effectively lead the day-to-day operation of the Central Support team members, providing direction and ensuring business goals are met.
• Directly manage a staff of 10-15 Customer Liaisons, Specialists, and Team Leads, performing tasks such as consultation scheduling, technical support, and back-office administration through various communication channels.
• Account for departmental KPIs, including lead management metrics, complaint and feedback handling, quality, team NPS, and standard call center metrics.
• Workforce management, ensuring appropriate staffing and service delivery to meet service level goals, forecasting volume, and making distribution recommendations to the Director.
• Partner with the Manager of Customer Success in the development of departmental SOPs and training for the Central Support team and the Call Center business partner.
• Determine Call Center Training requirements, conducting team member assessments, performance reviews, timely coaching, and adhering to performance improvement protocols.
• Drive culture-shaping activities, providing training, mentorship, and motivation to the staff, including hiring and onboarding, retaining talent, handling personnel administration such as payroll and performance management.
• Set expectations for performance based on feedback and ensure the team is adhering to procedures and achieving individual goals and department-level performance metrics.
• Manage the Quality Assurance program, providing guidance and support to the Quality Assurance Team Lead, auditing and monitoring transactions, tracking opportunities, and providing coaching and feedback to both internal and external teams.

Essential Qualifications

* 5-7 years of Call Center Management experience

• Proven track record leading successful Call Centers
• Direct management of a team of individuals
• Excellent verbal and written communication
• Program or Client Services management experience a plus
• Call Center vendor management experience a plus

Preferred Qualifications

* Experience working with CRM systems and software

• Knowledge of quality assurance and quality control processes
• Familiarity with workforce management tools and technologies
• Experience with performance management and coaching

What We Offer

As a Customer Care Manager at arenaflex, you'll enjoy:

• A competitive salary and benefits package
• Opportunities for career growth and professional development
• A dynamic and supportive work environment
• Flexible remote work arrangements
• Access to cutting-edge technology and tools
• A comprehensive training program to help you succeed in your role

Work Environment and Company Culture

At arenaflex, we're committed to creating a culture that values diversity, equity, and inclusion. We believe that our employees are our greatest asset, and we're dedicated to providing a work environment that's inclusive, supportive, and empowering. Our company culture is built on the principles of collaboration, innovation, and customer-centricity, and we're looking for a Customer Care Manager who shares these values.

How to Apply

If you're a motivated and experienced leader who is passionate about delivering exceptional customer experiences, we'd love to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you!

Equal Employment Opportunity

arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. We're committed to creating a workplace that's inclusive, respectful, and free from discrimination. Apply for this job