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About arenaflex – Powering Connection, Empowering Lives
At arenaflex we don’t just provide telecommunications services – we create the digital bridges that enable people to live, work, and play with confidence and joy. Our mission is to fuel innovation, spark creativity, and make a measurable impact in every community we serve. As a company built on the belief that listening fuels learning, we champion a culture where bold ideas are welcomed, diverse perspectives are celebrated, and every employee has the space to grow, thrive, and bring their authentic self to work.
Join the #arenaflexLife and become part of a dynamic team that turns challenges into opportunities, celebrates successes together, and constantly pushes the boundaries of what connectivity can achieve. If you’re ready to shape the future of customer experience in a fast‑evolving telecom landscape, read on.
Role Overview – Customer Service Supervisor (Remote)
The Customer Service Supervisor is a pivotal leadership position within arenaflex’s Regional Business Customer Care – Centralized Disconnect Group. This team ensures that enterprise and government customers receive seamless, accurate, and courteous service for all telecommunications products and services. Reporting to senior management, you will guide a high‑performing group of associates, drive continuous improvement, and uphold the highest standards of ethics, inclusion, and operational excellence.
Key Responsibilities
- Team Leadership & Performance Management: Supervise a team of customer‑service associates, ensuring order requests, billing inquiries, and claims are processed accurately and within SLA targets.
- Coaching & Development: Conduct regular performance reviews, side‑by‑side observations, and one‑on‑one coaching sessions. Provide constructive feedback, targeted training, and corrective action plans to help each associate meet and exceed their goals.
- Quality Assurance: Perform detailed work‑quality audits, analyze trends, and deliver actionable insights that elevate service standards.
- Strategic Communication: Articulate team performance metrics, identify performance drivers, and develop data‑driven action plans for continuous improvement.
- Inclusivity & Culture Building: Champion an inclusive environment that encourages collaboration, innovation, and ethical conduct aligned with arenaflex’s Credo and Code of Business Conduct.
- Union Collaboration: Partner with union representatives to address grievances, negotiate solutions, and ensure compliance with collective bargaining agreements.
- Cross‑Functional Partnerships: Work closely with Human Resources and other internal stakeholders to address staffing needs, policy updates, and departmental initiatives.
- Meeting Facilitation: Lead weekly/monthly team meetings, daily touch‑base huddles, and individual development discussions to maintain alignment and momentum.
- Escalation Management: Provide guidance and intervention for complex or escalated customer issues, ensuring timely resolution and customer satisfaction.
- Operational Excellence: Identify process bottlenecks, recommend workflow enhancements, and monitor key performance indicators (KPIs) such as First Call Resolution, Average Handle Time, and Net Promoter Score.
Essential Qualifications
- Minimum four (4) years of proven experience leading a customer‑facing team in a fast‑paced, deadline‑driven environment.
- Demonstrated ability to manage workload distribution, set priorities, allocate resources, and overcome operational challenges to meet service commitments.
- Strong track record of assessing employee performance, delivering constructive feedback, and implementing corrective actions that drive improvement.
- Willingness and flexibility to work outside standard business hours, including occasional weekends and holidays, to support business needs.
- Residency within a 60‑minute commute of the Brooklyn, New York metro area (remote work with occasional in‑person meetings).
Preferred Qualifications & Additional Experience
- Bachelor’s degree or equivalent work experience.
- Six (6)+ years of supervisory or management experience in a call‑center environment.
- Two (2)+ years leading a team of union‑represented employees and a solid understanding of labor relations.
- Proficiency in Microsoft Office, especially Excel, for reporting and data analysis.
- Excellent written and verbal communication, with the ability to convey complex information clearly to front‑line staff and senior leaders.
- Strong analytical, organizational, and problem‑solving skills, with a self‑motivated, rapid‑learning mindset.
- Working knowledge of telecommunications products, services, and industry best practices.
Core Skills & Competencies
- Leadership Presence: Inspire confidence, set clear expectations, and cultivate a high‑trust environment.
- Customer‑Centric Mindset: Prioritize the customer experience and champion solutions that exceed expectations.
- Data‑Driven Decision Making: Leverage metrics and analytics to drive performance improvements.
- Conflict Resolution: Navigate complex employee and customer issues with diplomacy and decisive action.
- Collaboration & Influence: Build strong relationships across functions, including HR, operations, and union partners.
- Adaptability: Thrive in a dynamic environment where priorities shift rapidly and innovation is constant.
Career Growth & Learning Opportunities
arenaflex is committed to investing in the professional development of its people. As a Customer Service Supervisor you will have access to:
- Structured leadership development programs designed to prepare you for senior management roles.
- Mentorship from experienced executives in the telecommunications sector.
- Cross‑functional project assignments that broaden your skill set beyond traditional call‑center operations.
- Certification reimbursements (e.g., PMP, Six Sigma, ITIL) to bolster your expertise.
- Regular “learning labs” and webinars on emerging technologies such as 5G, IoT, and cloud communications.
Work Environment & Culture at arenaflex
This position is primarily remote, letting you design a productive home office while staying connected to a supportive network of peers. You’ll enjoy:
- Flexible scheduling that acknowledges work‑life balance.
- Periodic in‑person trainings and team gatherings at our Brooklyn hub, fostering face‑to‑face collaboration.
- A culture that celebrates diversity, equity, and inclusion – we believe that a variety of perspectives fuels better decisions.
- Recognition programs that spotlight individual and team achievements.
- Robust internal communication channels where ideas flow freely and innovation thrives.
Compensation, Benefits & Perks
arenaflex offers a competitive total rewards package tailored to support both your professional ambitions and personal wellbeing:
- Base Salary: Ranges from $82,500 to $144,000 annually, commensurate with experience, location, and demonstrated expertise.
- Performance Incentives: Quarterly bonuses tied to team KPIs and company objectives.
- Health & Wellness: Comprehensive medical, dental, vision, and mental‑health coverage.
- Retirement Plans: 401(k) with company match and optional stock‑purchase programs.
- Paid Time Off: Generous PTO, holiday pay, parental leave, and adoption assistance.
- Educational Assistance: Tuition reimbursement for continued learning.
- Technology Stipend: Support for home‑office equipment, high‑speed internet, and ergonomic accessories.
- Employee Assistance Program: Confidential counseling, financial planning, and wellness resources.
Commitment to Equality
arenaflex is an equal opportunity employer. We evaluate all qualified applicants without regard to veteran status, disability, gender, race, ethnicity, sexual orientation, or any other protected characteristic. Our inclusive policies ensure that every teammate feels respected, valued, and empowered to contribute their best.
How to Apply
If you are ready to lead a talented team, drive operational excellence, and make a lasting impact on the telecom experience for enterprise and government customers, we want to hear from you. Click the link below to submit your application and take the next step in your career with arenaflex.
Apply Now – Join arenaflex Today!
Join the Movement
At arenaflex, your work matters. By guiding a dedicated team and championing superior service, you’ll help connect millions of people to the moments that matter most. Embrace a role where leadership meets purpose, and where every day brings a new opportunity to innovate, inspire, and excel. Apply now and become a catalyst for connection.