At arenaflex, we're revolutionizing the way people experience entertainment and online services. As a Fortune 50 leader, we're constantly pushing the boundaries of innovation, creating new opportunities for our customers and employees alike. If you share our passion for teamwork, our vision to revolutionize industries, and our goal to lead the future in media and technology, we want you to fast-forward your career at arenaflex.
**Job Summary:**
We're seeking an experienced Customer Experience Account Management Supervisor to join our team at arenaflex. As a key member of our organization, you'll be responsible for coaching, inspiring, and motivating a team of customer experience agents to deliver exceptional end-to-end support to our customers. You'll foster a positive team environment that enables employees to maximize performance, progress their careers, and become promoters and advocates of arenaflex. Your influence will extend to accurately and confidently handling various customer inquiries, engaging and building consultative relationships with customers, and communicating in a warm and friendly manner through various platforms.
**Job Description:**
**Core Responsibilities:**
* Coaching: Provide daily coaching and feedback to team members, delivering the right experience to customers within the Billing, Repair, Retention, or Sales functions. Ensure team members understand performance targets, goals, and the behaviors associated with a positive employee and customer experience.
* Change Management: Act as a change management liaison and lead in communicating important business initiatives. Communicate messages to the team in a positive manner that conveys connection to the business strategy, customers, and employees.
* Employee Leadership/Engagement: Promote positive employee relations by fostering a team environment of open communication, approachability, and fair and consistent treatment of all employees within a workforce dedicated to diversity. Facilitate one-on-one and group communication and/or activities, encouraging strong connections and communications between team members and leaders.
* Customer Advocates: Respond to customer escalations to understand issues and offer helpful solutions in driving customer satisfaction.
* Sales Effectiveness: Coach, develop, appraise, and motivate the team to achieve revenue and sales objectives.
* Organizational Excellence: Monitor performance levels and team member activities, administer all company policies, and take appropriate action as necessary to support an employee and customer-centric organization.
* Recognition: Celebrate and reinforce employee successes through recognition and promotion.
* Career Advisor: Encourage career development with each team member through the creation and management of individual development plans.
* Group Champion: Facilitate routine huddles with the team focused on improving the employee experience and the customer experience, while attempting to retain customers who request to disconnect or downgrade services.
* Talent Advocate: Strong competency in selecting, developing, and retaining talent.
* Flexibility: Schedule flexibility is critical as the role may require non-standard working hours.
* Highly organized with the ability to effectively manage multiple priorities. Comfortable managing through ambiguity and strong critical thinking skills.
**Essential Qualifications:**
* Bachelor's Degree
* 2-5 years of experience in a customer-facing role, preferably in a supervisory or management capacity
* Strong coaching and leadership skills, with the ability to inspire and motivate team members
* Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and employees
* Ability to work in a fast-paced environment, with multiple priorities and deadlines
* Strong analytical and problem-solving skills, with the ability to think critically and make sound decisions
* Ability to work in a team environment, with a focus on collaboration and open communication
**Preferred Qualifications:**
* Experience in a customer experience or account management role, preferably in the entertainment or technology industry
* Strong knowledge of change management principles and practices
* Experience with coaching and developing team members, with a focus on performance improvement and career development
* Strong understanding of sales effectiveness and revenue growth strategies
* Experience with organizational excellence and process improvement initiatives
* Strong analytical and problem-solving skills, with the ability to think critically and make sound decisions
**Skills and Competencies:**
* Change Management
* Coaching
* Communication
* Decision Making
* Emotional Intelligence
* Execution Excellence
* Operational Integrity
**Career Growth Opportunities and Learning Benefits:**
At arenaflex, we're committed to helping our employees grow and develop their careers. As a Customer Experience Account Management Supervisor, you'll have access to a range of training and development opportunities, including:
* Coaching and mentoring from experienced leaders
* Training and development programs to enhance your skills and knowledge
* Opportunities for career advancement and professional growth
* A culture of open communication and feedback, with a focus on continuous improvement
**Work Environment and Company Culture:**
At arenaflex, we're proud to offer a dynamic and inclusive work environment that's dedicated to innovation and excellence. As a Customer Experience Account Management Supervisor, you'll be part of a team that's passionate about delivering exceptional customer experiences and driving business growth. Our company culture is built on a foundation of teamwork, collaboration, and open communication, with a focus on continuous improvement and innovation.
**Compensation, Perks, and Benefits:**
At arenaflex, we offer a comprehensive compensation and benefits package that's designed to support the health, well-being, and financial security of our employees. As a Customer Experience Account Management Supervisor, you'll be eligible for:
* Competitive base pay, with opportunities for commission and bonus
* Comprehensive health insurance, including medical, dental, and vision coverage
* 401(k) retirement plan, with company match
* Paid time off, including vacation, sick leave, and holidays
* Flexible work arrangements, including remote work options
* Professional development opportunities, including training and education programs
* Access to a range of employee discounts and perks, including entertainment and technology services
**How to Apply:**
If you're passionate about delivering exceptional customer experiences and driving business growth, we want to hear from you! Apply now to become a Customer Experience Account Management Supervisor at arenaflex.
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**Disclaimer:**
arenaflex is an equal opportunity employer, committed to diversity and inclusion in the workplace. We welcome applications from qualified candidates of all backgrounds and experiences. This job description is designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications.
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