Experienced Customer Service Lead – Premium Apparel E-commerce

At arenaflex, we're on a mission to revolutionize the fashion retail industry by providing an unparalleled customer experience. As a trusted, premium lifestyle brand, we're committed to delivering an engaging and inspiring experience for our customers. We're seeking an experienced Customer Service Lead to join our dynamic team and help us achieve our goal of becoming the top e-commerce brand in the world.

About arenaflex

arenaflex is a next-generation fashion retailer that caters to Millennial and Generation Z consumers. With a vast and curated offering of over 45,000 apparel, footwear, accessories, and beauty styles, we're the go-to online source for discovery and inspiration. Our dynamic platform connects a deeply engaged community of millions of consumers, thousands of global fashion influencers, and more than 500 emerging, established, and owned brands. Through 16 years of continued investment in technology, data analytics, and innovative marketing and merchandising strategies, we've built a powerful platform and brand that's redefining fashion retail for the 21st century. Join our team of high-energy, diverse, bright, creative, and flexible individuals who thrive in a fast-paced work environment. At arenaflex, we promise to keep our company a place where inspired people will always thrive. Take a behind-the-scenes look at our "corporate" lifestyle on our Instagram @arenaflexcareers or #lifeatarenaflex.

Main purpose of the Customer Service Lead role

This is a full-time role for a candidate who will assist Managers in training and developing customer service representatives. The successful candidate will answer inbound escalated calls, chats, and emails with professionalism and excellent support. Other duties may be added as needed.

Major Responsibilities

The Customer Service Lead will be responsible for:

• Training and developing a team of customer service representatives
• Reviewing email, chat, and phone call communications to ensure that company policies and ideals are upheld
• Handling escalated customer calls, emails, and chats as needed
• Responding to customer questions and comments via phone, email, and live chat with speed and professionalism
• Answering inbound telephone calls and providing excellent customer support
• Responsible for researching and resolving complaints to ensure customer retention and satisfaction
• Following up on all written correspondence and escalating to customer service manager on duty as necessary
• Coordinating and following up with other departments to ensure problem resolution, and working together with other customer service team members to promote an environment of customer satisfaction
• Able to navigate proficiently through multiple systems
• Keeping current and training customer service representatives with all new policy and procedures

Required Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

• Ability to work in a team environment
• Ability to give and receive honest and direct feedback
• Strong customer orientation with a desire and willingness to help
• Strong verbal and written communication skills
• Ability to work in the intensity of a high-volume inbound call center and capability of upholding the highest quality standards for individual output
• Knowledge of apparel construction and fabrication and various fashion categories
• Ability to work required overtime when business needs warrant
• Schedule flexibility as shifts can change based on needs of our customers
• Ability to work in office once a week on a consistent basis

Minimum Qualifications

* Experience with Microsoft Word and Excel

• High School Diploma
• Type 50+ words per minute

Preferred Qualifications

* Some College

• 2+ years in customer service, help desk, or call center experience in a retail environment
• 1+ years team leadership experience
• Type 60+ words per minute
• Working knowledge of website navigation
• Experience with Microsoft Word and Excel

A successful candidate works well in a dynamic environment with minimal supervision.

At arenaflex, we all roll up our sleeves to pitch-in and do whatever it takes to get the job done. Each day is a little different, it's what keeps us on our toes and excited to come to work every day.

Compensation and Benefits

A reasonable estimate of the current base hourly/salary range is $25.00/per hour to $30.00/per hour. arenaflex offers a competitive salary, and a range of benefits to support your career growth and well-being.

Ready for an Easy Start?

This is a low-stress role with great rewards. If you're reliable and willing to learn, we want you. Apply now and join our team of passionate and dedicated individuals who are shaping the future of fashion retail.

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