Experienced Remote Customer Service Representative Team Lead – Leadership and Coaching Opportunity in a Dynamic and Sustainable Environment

Introduction to arenaflex

arenaflex is a leading U.S. based business-to-business services company, dedicated to providing compliance-based solutions that protect people and brands, promote health and well-being, and safeguard the environment. With over 30 years of experience, we have grown from a small start-up in medical waste management into a leader across a range of increasingly complex and highly regulated arenas, serving healthcare organizations and commercial businesses of every size. Our mission is to protect health and well-being in a safe, responsible, and sustainable way, and we are committed to attracting and retaining a diverse workforce to help us achieve this goal.

Job Overview

We are seeking an experienced Remote Customer Service Representative Team Lead to join our team. As a Team Lead, you will play a critical role in managing and overseeing our call center operations, providing coaching and mentoring to our customer service representatives, and contributing to the success of our call center by assisting in managing performance. You will also establish and maintain strong working relationships with support units to optimize customer satisfaction. This is a remote opportunity, allowing you to work from the comfort of your own home while still being an integral part of our team.

Key Responsibilities

• Provide real-time support and monitoring of the performance of the team in answering and handling customer inquiries in a timely manner, meeting all SLA’s received through the automated ACD system, mail or email, as well as provide assistance in this function
• Assist in the follow up and complete care of all pending requests on SFDC, assuring appropriate follow up and timeliness of service for all customer requests. Routinely query SFDC to assist in timely responses to pending Customer Service inquiries
• Assist CSRs and handle customer inquiries as outlined by the Customer Service Manager. Use sound judgment and initiative to satisfy internal and external customer requirements
• Provide feedback to management on ways to increase efficiencies and effectiveness of servicing customers’ needs. Make recommendations for process and procedure improvement to appropriate management. Assist in training. Make suggestions for improved training tools and processes to the Trainer and Management Team
• Contribute to the productivity of the call queue when required
• Position arenaflex products and services when speaking with customers
• Provide feedback and guidance for improvement to the Management Team
• Provide leadership and training for all associates in a professional and positive manner to promote corporate goals and achieve department objectives. Monitor the quality of back office paperwork. Work with customer service representatives in a coaching and mentoring capacity on process or job-related requests. Provide performance feedback to Supervisors, as needed, to support coaching efforts
• Perform other duties and responsibilities, as assigned

Essential Qualifications

To be successful in this role, you will need to have:

• Education equivalent to an Associate's Degree in Business, or the equivalent in related work experience demonstrating a good knowledge of regulatory compliance issues within each state
• Three or more years of experience in a customer service/customer retention/sales environment, or the equivalent in related work experience, demonstrating sound judgment and initiative to satisfy customer requirements
• A high-level knowledge of arenaflex business systems, including Windows Suites, Microsoft Word & Excel, and Outlook, Steriworks, Manifest Archive, Myarenaflex.com, Roadnet, and SFDC
• The ability to type a minimum of 40 w.p.m.

Preferred Qualifications

While not required, the following qualifications are preferred:

• An Associate's Degree or equivalent in a related field
• Previous experience in a leadership or coaching role
• Knowledge of call center operations and management

Skills and Competencies

To be successful in this role, you will need to possess the following skills and competencies:

• Excellent communication and interpersonal skills
• Strong leadership and coaching skills
• Ability to work in a fast-paced environment and prioritize multiple tasks
• Strong problem-solving and analytical skills
• Ability to work independently and as part of a team
• Strong attention to detail and ability to maintain accuracy

Career Growth Opportunities and Learning Benefits

At arenaflex, we are committed to the growth and development of our employees. As a Remote Customer Service Representative Team Lead, you will have the opportunity to develop your leadership and coaching skills, as well as expand your knowledge of our business systems and operations. You will also have access to training and development programs to help you achieve your career goals.

Work Environment and Company Culture

arenaflex is committed to creating a positive and inclusive work environment that values diversity and promotes a culture of belonging. We believe that our employees are our greatest asset, and we strive to create a workplace that is engaging, challenging, and rewarding. As a remote employee, you will be part of a dynamic and distributed team that is passionate about delivering exceptional customer service and promoting health and well-being.

Compensation, Perks, and Benefits

arenaflex offers a competitive compensation package, including a comprehensive benefits program that includes medical, dental, vision, and prescription coverage, as well as a 401(k) plan and employee stock purchase plan. We also offer paid vacation and sick time, tuition reimbursement, and an employee assistance program. As a remote employee, you will also enjoy the flexibility and convenience of working from home.

Conclusion

If you are a motivated and experienced customer service professional looking for a new challenge, we encourage you to apply for this exciting opportunity. As a Remote Customer Service Representative Team Lead at arenaflex, you will have the chance to make a real difference in the lives of our customers, while also developing your skills and advancing your career. Don’t miss out on this opportunity to join a dynamic and sustainable company that is committed to protecting health and well-being. Apply today!

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