Experienced Customer Service Lead – Luxury Stores Customer Service

At arenaflex, we're dedicated to delivering exceptional customer experiences that exceed our clients' expectations. As a Customer Service Lead in our Luxury Stores team, you'll play a vital role in shaping the customer service landscape and driving business growth. If you're passionate about delivering world-class service, have a knack for process management, and thrive in a dynamic environment, we want to hear from you.

About arenaflex

arenaflex is a leading provider of innovative solutions and services that empower businesses to thrive in a rapidly changing world. Our commitment to excellence, customer-centric approach, and passion for innovation have earned us a reputation as a trusted partner in the industry. As a member of our team, you'll be part of a diverse and inclusive community that values collaboration, creativity, and continuous learning.

Job Summary

We're seeking an experienced Customer Service Lead to join our Luxury Stores team. As a key member of our customer service leadership team, you'll be responsible for providing coaching, guidance, and support to our Customer Service Associates (CSAs) to ensure exceptional customer experiences. You'll also be responsible for managing workflow and processes, identifying areas for improvement, and implementing solutions to drive business growth.

Key Responsibilities

As a Customer Service Lead, you'll have the following key responsibilities:

• Provide 1x1 coaching to CSAs and Lead team members to ensure performance meets company standards.
• Identify performance improvement opportunities through contact evaluations, providing feedback to managers and Quality Assurance (QA).
• Serve as a reference and point of contact for escalated customer situations, offering guidance and using judgment to resolve issues promptly.
• Escalate and document progress and operational roadblocks to management.
• Monitor real-time adherence reporting to ensure service metrics are met.
• Act as a Subject Matter Expert (SME) for company policies and processes.
• Deliver quick results with minimal supervision in a dynamic and often ambiguous work environment.

A Day in the Life

As a Customer Service Lead, you'll be responsible for managing the daily workflow across phone, email, and chat channels, ensuring consistent coverage and service delivery. You'll also be responsible for:

• Managing the CS help inbox, including monitoring and reporting trends, utilizing tools like Seller Central, CSC Call Center Manager, TT, SIM, and shipping carrier admin sites.
• Monitoring and guiding daily workflow across phone, email, and chat channels, ensuring consistent coverage and service delivery.
• Facilitating high-volume CS help desk communication using SIM, prioritizing issues and ensuring resolutions are handled within the SLA.
• Maintaining and following up on manual, mishandled, or exception orders to ensure customer satisfaction.
• Managing CS Issue ticketing with brand and fulfillment teams to resolve customer and departmental technical issues.
• Assisting with new hire training programs and onboarding of new CSA's, ensuring a smooth transition into the team.
• Distributing and managing special project workflows, collaborating with Customer Service Associates (CSAs).
• Adopting CS policies and procedures, ensuring compliance and consistency through contact coaching and providing general support for the CS staff.
• Collaborating with internal groups such as QC, Returns departments, Brand Teams, Merchandising, and FC to resolve customer-facing issues.
• Sustaining SLA adherence by managing high-volume workloads and assisting with peak demand periods.

Qualifications

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

• Flexibility with a full-time schedule, including shifts on weekends and evenings.
• Strong critical thinking, problem-solving, and communication skills, with the ability to make decisions in a fast-paced, high-volume environment.
• Ability to work with minimal supervision while managing multiple tasks and resolving complex issues.
• Exceptional organizational skills, with the ability to prioritize tasks and manage time effectively.
• Demonstrated initiative in identifying areas of improvement and providing solutions.
• High school diploma or equivalent.

Preferred Qualifications

While not required, we're looking for candidates with:

• 2+ years of experience in Customer Service or a related field, ideally in a high-touch service or luxury retail environment.
• Demonstrated success in coaching, mentoring, and/or leading a small team in a customer service environment.
• Mastery of essential customer service functions.
• Collaborative approach to problem-solving, with a focus on sharing and enhancing team knowledge.
• Excellent attention to detail and ability to work in a team-oriented environment.

What We Offer

As a member of our team, you'll enjoy a comprehensive benefits package, including:

• Competitive base pay, ranging from $37,200/year in our lowest geographic market up to $59,700/year in our highest geographic market.
• Equity, sign-on payments, and other forms of compensation as part of a total compensation package.
• A full range of medical, financial, and/or other benefits.
• Opportunities for career growth and professional development.
• A dynamic and inclusive work environment that values collaboration, creativity, and continuous learning.

How to Apply

If you're passionate about delivering exceptional customer experiences and have a knack for process management, we want to hear from you. Please submit your application via our internal or external career site. We can't wait to hear from you!

Equal Employment Opportunity

arenaflex is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. We're committed to creating a diverse and inclusive work environment that empowers our employees to deliver the best results for our customers.

Accommodations

If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner. Apply for this job