**Experienced Customer Service Lead, Luxury Stores Customer Service – Workflow and Process Management**

At arenaflex, we're committed to delivering exceptional customer experiences that exceed our customers' expectations. As a Customer Service Lead, Luxury Stores Customer Service, you'll play a vital role in driving success by providing world-class service while ensuring the effective management of workflow and processes. If you're a motivated and results-driven individual with a passion for customer service, we encourage you to apply for this exciting opportunity.

• *About arenaflex**

arenaflex is a leading company that's dedicated to providing innovative solutions and exceptional customer experiences. Our team is passionate about delivering results-driven solutions that meet the evolving needs of our customers. As a Customer Service Lead, Luxury Stores Customer Service, you'll be part of a dynamic team that's committed to excellence and customer satisfaction.

• *Key Responsibilities**

As a Customer Service Lead, Luxury Stores Customer Service, you'll be responsible for:

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

• *A Day in the Life**

As a Customer Service Lead, Luxury Stores Customer Service, your day will be filled with exciting challenges and opportunities to make a difference. Some of your key responsibilities will include:

• 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 CSAs, 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.

• *Preferred Qualifications**

To succeed in this role, you'll need:

• 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 Customer Service Lead, Luxury Stores Customer Service, you'll enjoy a competitive salary, comprehensive benefits package, and opportunities for career growth and development. arenaflex is committed to providing a work environment that's inclusive, diverse, and supportive of our employees' needs.

• *Compensation and Benefits**

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $37,200/year in our lowest geographic market up to $59,700/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. arenaflex is a total compensation company, and we offer a full range of medical, financial, and/or other benefits. For more information, please visit our website.

• *Ready to Apply?**

If you're a motivated individual ready to contribute to a thriving team, we encourage you to apply now! We're excited to review your application and look forward to welcoming you to our team.