Are you a seasoned leader with a passion for delivering exceptional customer experiences and driving team excellence? Do you thrive in a fast-paced, dynamic environment where no two days are the same? Look no further than arenaflex, a Fortune 50 leader in the media and technology industry. As a Supervisor, Customer Experience Account Management, you will play a critical role in shaping the customer experience and driving business results at arenaflex.
**About arenaflex**
arenaflex brings together the best in media and technology to create the world's best entertainment and online experiences. As a leader in the industry, we drive innovation and push the boundaries of what is possible. Our remarkable people are the key to our success, and we are committed to creating a workplace that is inclusive, diverse, and supportive of all employees.
**Job Summary**
As a Supervisor, Customer Experience Account Management, you will be responsible for coaching, inspiring, and motivating a team of customer experience agents to deliver exceptional customer experiences. You will foster a positive team environment that enables employees to maximize performance, progress their careers, and become promoters and advocates of arenaflex. You will influence agents to accurately and confidently handle various customer inquiries, while engaging and building a consultative relationship with the customer.
**Core Responsibilities**
* Coaching: Provides daily coaching and feedback to team members delivering the right experience to customers within the Billing, Repair, Retention, or Sales functions. Ensures team member understanding of performance targets, goals, and the behaviors associated with supporting a positive employee and customer experience.
* Change Management: Acts as change management liaison and change lead in communicating important business initiatives. Communicates messages to the team in a positive manner that conveys connection to the business strategy, customers, and employees.
* Employee Leadership/Engagement: Promotes positive employee relations by fostering a team environment of open communication, approachability, and fair and consistent treatment of all employees within a workforce dedicated to diversity.
* Customer Advocates: Responds to customer escalations to understand issues and offer helpful solutions in driving customer satisfaction.
* Sales Effectiveness: Coaches, develops, appraises, and motivates the team to achieve revenue and sales objectives.
* Organizational Excellence: Monitors performance levels and team member activities, administers all company policies, and takes appropriate action as necessary to support an employee and customer-centric organization.
* Recognition: Celebrates and reinforces employee successes through recognition and promotion.
* Career Advisor: Encourages career development with each team member through the creation and management of individual development plans.
* Group Champion: Facilitates routine huddles with the team focused on improving the employee experience and the customer experience, while also attempting to retain customers who request to disconnect or downgrade services.
* Talent Advocate: Strong competency in selecting, developing, and retaining talent.
* Flexibility: Schedule flexibility is critical as the role may require non-standard working hours.
* Highly organized with the ability to effectively manage multiple priorities. Comfortable managing through ambiguity and strong critical thinking skills.
**Essential Qualifications**
* Bachelor's Degree in a related field (or equivalent experience)
* 2-5 years of experience in a customer-facing role, with a focus on coaching, leadership, and team management
* Proven track record of driving customer satisfaction and team excellence
* Strong communication and interpersonal skills, with the ability to build relationships with customers and employees at all levels
* Ability to work in a fast-paced, dynamic environment with multiple priorities and deadlines
* Strong critical thinking and problem-solving skills, with the ability to analyze complex issues and develop effective solutions
**Preferred Qualifications**
* Experience in a customer experience or account management role, with a focus on coaching, leadership, and team management
* Proven track record of driving revenue and sales growth
* Strong knowledge of change management principles and practices
* Experience working in a virtual or remote environment
* Certification in a related field (e.g. customer experience, leadership, coaching)
**Skills and Competencies**
* Change Management
* Coaching
* Communication
* Decision Making
* Emotional Intelligence
* Execution Excellence
* Operational Integrity
**Career Growth Opportunities and Learning Benefits**
As a Supervisor, Customer Experience Account Management, you will have the opportunity to develop your skills and expertise in a fast-paced, dynamic environment. You will work closely with a talented team of professionals who are passionate about delivering exceptional customer experiences. arenaflex is committed to providing ongoing training and development opportunities to support your career growth and success.
**Work Environment and Company Culture**
arenaflex is a leader in the media and technology industry, with a commitment to creating a workplace that is inclusive, diverse, and supportive of all employees. We offer a dynamic and fast-paced work environment, with opportunities to work on exciting projects and initiatives. Our company culture is built on a set of core values that include:
* Customer Focus: We are committed to delivering exceptional customer experiences that meet and exceed customer expectations.
* Innovation: We are passionate about driving innovation and pushing the boundaries of what is possible.
* Collaboration: We believe in the power of collaboration and teamwork to drive business results and achieve our goals.
* Inclusion and Diversity: We are committed to creating a workplace that is inclusive and diverse, where all employees feel valued and respected.
**Compensation, Perks, and Benefits**
arenaflex offers a competitive compensation package, including:
* Base pay: $47,973.89 USD - $112,438.80 USD (dependent on experience)
* Commission: Eligible for commission under the terms of an applicable plan
* Bonus: Eligible for bonus
* Benefits: Best-in-class benefits, including health, dental, and vision insurance, 401(k) matching, and paid time off
**How to Apply**
If you are a motivated and experienced leader who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We look forward to hearing from you!
**Disclaimer**
This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications.
**arenaflex is an EOE/Veterans/Disabled/LGBT employer.**
We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information, or any other basis protected by applicable law. arenaflex will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable law, including the Los Angeles Fair Chance Initiative for Hiring Ordinance and the San Francisco Fair Chance Ordinance.