At arenaflex, we're on a mission to revolutionize the way people shop for home improvement products and services. As a leading provider of innovative solutions, we're seeking an experienced Customer Support Supervisor to join our team. If you're passionate about delivering exceptional customer experiences and leading high-performing teams, we want to hear from you.
**About arenaflex**
arenaflex is a dynamic and customer-centric organization that's committed to making a positive impact on people's lives. Our team of experts is dedicated to providing unparalleled support and guidance to our customers, helping them achieve their home improvement goals. With a strong focus on innovation, collaboration, and continuous learning, we're creating a workplace culture that's inclusive, supportive, and empowering.
**Job Summary**
As a Customer Support Supervisor at arenaflex, you'll be responsible for leading a team of customer support specialists in delivering exceptional service to our customers. You'll be the driving force behind our customer support operations, ensuring that our customers receive timely and effective solutions to their queries and concerns. Your leadership skills, technical expertise, and passion for customer service will make you an invaluable asset to our team.
**Key Responsibilities**
* **Action Oriented**: Directly supervise and manage the daily operations of a customer support team to achieve key performance goals, including:
+ Managing customer transactions and resolving issues in a timely and effective manner
+ Tracking team productivity and service levels to ensure high-quality customer experiences
+ Ensuring accurate and timely scheduling of customer support specialists
+ Leading the execution of strategies, objectives, and initiatives set forth by management to meet internal and external customer needs
* **Drives Engagement**: Support the building and growth of a high-performing team through education, training, and development, including:
+ Providing hands-on training to enhance and maintain team performance
+ Conducting performance evaluations, mentoring, and corrective action for direct reports
+ Leading and directing in a way that inspires and motivates team members
* **Drives Results**: Maintain records for direct reports, analyze branch results, troubleshoot operational issues, and complete team reviews as required, including:
+ Working with customer support managers to identify operational improvements and opportunities for performance growth
+ Collaborating with internal stakeholders to achieve business objectives and improve customer satisfaction
* **Manages Conflict**: Identify and analyze escalated issues and provide guidance to direct reports for resolution, including:
+ Serving as a point of escalation for transactions requiring additional information or discretion to resolve complex customer issues
+ Ensuring timely follow-up and customer satisfaction
**Direct Manager/Direct Reports**
* This role typically reports to a Contact Center Manager
* This role has 6+ direct reports
**Travel Requirements**
* No travel is required
**Physical Requirements**
* Most of the time is spent sitting in a comfortable office environment, with occasional opportunities to move around
* On rare occasions, there may be a need to lift or move light articles
**Working Conditions**
* Located in a comfortable indoor area, with rare and non-obstructive unpleasant situations
**Minimum Qualifications**
* Must be 18 years of age or older
* Must be legally authorized to work in the United States
**Preferred Qualifications**
* Working knowledge of Microsoft Office Suite
* Working knowledge of Tableau
* Working knowledge of presentation software (e.g., Microsoft PowerPoint)
* Working knowledge of HRIS software (e.g., IBM Kenexa, PeopleFluent, Tesseract)
* 1+ year of previous management experience
**Minimum Education**
* The information, skills, and abilities are typically received through the completion of a high school degree and/or GED
**Preferred Education**
* No additional education
**Minimum Years of Work Experience**
* 1+ year
**Preferred Years of Work Experience**
* No additional years of experience
**Minimum Leadership Experience**
* None
**Preferred Leadership Experience**
* None
**Certifications**
* None
**Competencies**
* Action Oriented
* Collaborates
* Drives Engagement
* Communicates Effectively
* Customer Focus
* Drives Results
**What We Offer**
* Competitive salary
* Opportunities for career growth and professional development
* Collaborative and inclusive work environment
* Recognition and rewards for outstanding performance
* Comprehensive benefits package, including health insurance, retirement plan, and paid time off
**How to Apply**
If you're a motivated and customer-focused leader who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We can't wait to hear from you!