Are you a customer service expert with a passion for innovation and teamwork? Do you thrive in fast-paced environments where no two days are the same? Look no further than Arenaflex, a pioneer in the automotive e-commerce industry, where we're changing the way tires are delivered and experienced. As an Assistant Manager, Customer Service, you'll play a vital role in shaping our customer service strategy, leading a high-performing team, and driving exceptional customer satisfaction.
**About Arenaflex**
Arenaflex is a dynamic and growing e-commerce company that's revolutionizing the automotive industry. With a commitment to exceptional service, innovation, and customer satisfaction, we're dedicated to providing our customers with the perfect tire to suit their needs. Our extensive selection of top-name brands and budget-friendly options sets us apart from the competition, and our entrepreneurial spirit ensures that we're always looking for new ways to improve and grow.
**The Role**
As an Assistant Manager, Customer Service, you'll be responsible for helping the Customer Service Manager manage a growing team of Customer Service Representatives. Your key responsibilities will include:
* Building a strong team culture and fostering a collaborative environment
* Assisting with the implementation of new processes and procedures
* Monitoring and reporting key performance indicators (KPIs) and team performance metrics
* Providing coaching and guidance to team members to ensure exceptional customer service
* Serving as a direct supervisor for a team of Customer Service Representatives
* Backing up team members and the Customer Service Manager as needed
* Resource availability for escalations and complex customer issues
* Monitoring communication platforms for proper resolutions and facilitating communication between teams
* Assisting with daily operations, including tracking metrics, assisting with cases, and intervening when retraining issues arise
* Project management, including diagnosing issues, escalating to the right layer of management, and implementing changes to processes
* Cross-functional communication, including monitoring communication between the customer service team and other departments
**Attributes to Success**
To succeed in this role, you'll need:
* Excellent communication skills, with the ability to adjust your tone and approach to different people
* The ability to break down and articulate complex information in simple terms
* Ability to work independently and effectively negotiate with customers to find middle ground
* Strong alignment with the goals of the organization and good judgment in balancing policy, financial goals, and customer satisfaction
* Comfort and experience with people management and coaching to goals and metrics
* Proven success in building relationships and trust
* Adaptability, with a willingness to learn and adapt to changing processes and workflows
**Desired Skills & Experience**
While not required, experience in the automotive or "hard industry" customer service is an added bonus. You'll also need:
* Data-driven skills, with the ability to synthesize information and create actionable solutions
* A can-do attitude and self-reflection, with a willingness to learn and grow
**What We Offer**
As an Assistant Manager, Customer Service at Arenaflex, you'll enjoy:
* A competitive salary range of $60,000 - $70,000
* Opportunities for career growth and professional development
* A dynamic and entrepreneurial work environment
* A comprehensive benefits package, including health insurance, retirement savings, and paid time off
* A collaborative and supportive team culture
* The chance to work with a leading e-commerce company in the automotive industry
**How to Apply**
If you're a customer service expert with a passion for innovation and teamwork, we want to hear from you! Apply now to join the Arenaflex team and revolutionize the automotive e-commerce industry.
Eligibility Requirements
To be considered for this role, you'll need to meet the following eligibility requirements:
* Education: College or University degree required
* Work experience: 2 years of call center experience, 1 year of supervisory experience mandatory
* High-speed Wi-Fi connection
* Must not have had any disciplinary actions regarding attendance, conduct, and/or performance in the past 90 days, and must not be approaching such action
Responsibilities
As an Assistant Manager, Customer Service, your key responsibilities will include:
- Team management and direct supervision of around 8 individuals
- Help onboard and train new team members
- Monitor KPIs and team performance and provide coaching, when needed
- Perform regular audits of your team members
- Serve as a direct supervisor for a team of CSRs
- Customer service:
- Serve as back-up for team members, when needed
- Serve as a back-up for the Customer Service Manager, when needed
- Resource available for escalations
- Monitor communication platforms for proper resolutions
- Assist with overseeing the daily operations including: tracking metrics, assisting with cases and case escalations, and intervening when retraining issues arise
- Project Management:
- Diagnose issues, escalate to the right layer of management, and move to correct issue
- Understand how SOPs need to change as new processes are introduced / business circumstances change
- Assist with maintaining and updating SOPs
- Identify patterns in successes and failures in processes and implement changes to processes to reflect this
- Cross-functional communication:
- Monitor communication between the customer service team and other departments and facilitate, when necessary
Attributes to Success
To succeed in this role, you'll need:
- Excellent communication skills
- The ability to adjust your tone and approach to different people
- The ability to break down and articulate complex information in simple terms
- Ability to work independently
- The ability to effectively negotiate with customers find middle ground with customers
- Strong alignment / buy in to the goals of the organization, and good judgment in balancing policy, financial goals, and customer satisfaction
- Comfort and experience with people management and coaching to goals and metrics
- Proven success in building relationships and trust
- Adaptability; processes and workflows may change as we look to improve both the customer experience and your experience as a member of the team
Desired Skills & Experience
While not required, experience in the automotive or "hard industry" customer service is an added bonus. You'll also need:
- Data-driven with ability to synthesize information and create actionable solutions
- You're a great team member with a can-do attitude; you're self-reflective
What We Offer
As an Assistant Manager, Customer Service at Arenaflex, you'll enjoy:
- A competitive salary range of $60,000 - $70,000
- Opportunities for career growth and professional development
- A dynamic and entrepreneurial work environment
- A comprehensive benefits package, including health insurance, retirement savings, and paid time off
- A collaborative and supportive team culture
- The chance to work with a leading e-commerce company in the automotive industry
How to Apply
If you're a customer service expert with a passion for innovation and teamwork, we want to hear from you! Apply now to join the Arenaflex team and revolutionize the automotive e-commerce industry.
Apply for this job