Experienced Customer Solutions Supervisor – Collections Team Lead

Join arenaflex, a customer-centric, leading digital financial services company, as we continue to revolutionize the way people interact with financial services. As an Experienced Customer Solutions Supervisor, you will play a pivotal role in leading a high-performing team of customer service representatives, guiding them to deliver exceptional experiences to our customers. If you're a results-driven leader with a passion for customer satisfaction, we want to hear from you.

About arenaflex

arenaflex is a forward-thinking company that prioritizes the health and safety of our teammates, work-life balance, and diversity and inclusion. We believe in building paths that encourage employees to stretch themselves professionally and provide opportunities for growth and development. Our compensation program offers market-competitive base pay and pay-for-performance incentives, as well as a comprehensive Total Rewards package that includes industry-leading benefits and perks.

The Opportunity

As a Customer Solutions Supervisor, you will be responsible for coaching and leading a team of customer service representatives to achieve exceptional customer satisfaction and business results. You will work closely with your team to identify areas for improvement, develop strategies to address customer concerns, and implement solutions to drive business growth. Your expertise in collections and customer service will be invaluable in helping our customers resolve their payment issues and find solutions to bring their accounts current.

The Work Itself

As a Customer Solutions Supervisor, your key responsibilities will include:

• Coaching and developing customer service representatives to achieve exceptional customer satisfaction and business results
• Providing guidance and support to team members to resolve customer complaints and concerns
• Analyzing business metrics to identify areas for improvement and develop strategies to address customer concerns
• Assigning work to team members and assisting them as needed in resolving delinquent account issues
• Exceeding objectives provided periodically by Customer Solutions leadership
• Training and developing analysts, collectors, peer-to-peer, and newer supervisors through 1:1 coaching, phone monitoring, and audits
• Working evenings and weekends when required

The Skills You Bring

To succeed in this role, you will need:

• 1+ year experience in customer care call center required
• Collections experience required
• Leadership experience strongly recommended
• Ability to multitask and manage time effectively
• Ability to effectively coach and develop individuals and teams
• High school diploma or equivalent required; associate or bachelor's degree in a business-related discipline preferred

How We'll Have Your Back

arenaflex is committed to supporting the well-being and success of our employees. Our Total Rewards program includes:

• Time Away: 20 paid time off days, 11 paid holidays, and 8 hours of volunteer time off yearly
• Planning for the Future: industry-leading 401K retirement savings plan with matching and company contributions, student loan pay downs, and 529 educational save up assistance programs
• Supporting your Health & Well-being: flexible health and insurance options, employee, spouse, and child life insurance, short- and long-term disability, pre-tax Health Savings Account with employer contributions, Healthcare FSA, critical illness, accident & hospital indemnity insurance, and a total well-being program
• Building a Family: adoption, surrogacy, and fertility assistance, paid parental and caregiver leave, Dependent Day Care FSA, back-up child and adult/elder care days, and childcare discounts
• Work-Life Integration: Mentally Fit Employee Assistance Program, subsidized and discounted Weight Watchers program, and other employee discount programs

Who We Are

arenaflex is a customer-centric, leading digital financial services company with a passion for customer service and innovative financial solutions. We are committed to diversity and inclusion in the workplace and are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, race, color, sex, religion, national origin, disability, sexual orientation, gender identity or expression, pregnancy status, marital status, military or veteran status, genetic disposition, or any other reason protected by law.

Base Pay Range

$60,000 - $75,000 USD

Incentive Compensation

This position is eligible to participate in a variable incentive plan. If you're a motivated and results-driven leader who is passionate about customer satisfaction, we encourage you to apply for this exciting opportunity to join arenaflex's Customer Solutions team.

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