**Experienced Customer Service Operations Coordinator – Elevating Customer Experience at arenaflex**

At arenaflex, we're redefining luxury by delivering the world's finest cashmere at an accessible price. Founded in 2013, with a vision to bring premium, sustainably made cashmere to the everyday wardrobe, we've built a brand that values innovation, transparency, and connection with our customers. We're dedicated to pushing limits, nailing the details, and delivering products that are built to last. Our commitment to quality, craftsmanship, and modern design has enabled us to create timeless, versatile pieces that are soft AF!

As a rapidly growing company, we currently support three brands and are focused on continuing to grow and expand our team and partners. We're now seeking a driven, resourceful, and detail-oriented Customer Service Operations Coordinator to play a critical role in elevating our customers' overall experience!

• *Job Summary**

arenaflex is seeking a highly motivated and analytical Customer Service Operations Coordinator to partner with our warehouse and corporate teams to ensure all customer needs are met and challenges are handled with speed and precision. In this role, you will analyze customer interactions, identify key trends, and drive meaningful change. If you are passionate about managing customer-facing interactions, collaborating with cross-functional teams, and uncovering opportunities with data, we'd love to hear from you!

• *Job Responsibilities**

As a Customer Service Operations Coordinator at arenaflex, you will be responsible for:

• Partnering with our warehouse and corporate teams to ensure seamless customer service experiences
• Handling ticket escalations and ensuring all systems, including WMS, NetSuite, and Shopify, are aligned as needed
• Ensuring our customer service agents meet all service levels and providing feedback to improve performance
• Collaborating with our Senior Customer Service Agent to ensure weekly and monthly email and chat meet company standards
• Serving as the liaison between Customer and Warehouse Operations to resolve customer-related issues, ensure process alignment, and improve operational efficiency
• Managing returns management and oversold customer management with our warehouse team
• Engaging with our AI Agent to ensure proper responses and that tickets are adequately handled
• Managing, creating, and distributing weekly and monthly reports on key metrics related to customer service performance and operations
• Owning ad hoc projects and attending necessary meetings to drive business growth and improvement

• *Qualifications/Skills**

To succeed in this role, you will need:

• Strong organizational skills and attention to detail, with a proven track record of managing customer service teams through the use of data
• Excellent communication and interpersonal skills to work effectively with a cross-functional team
• A problem-solving mindset with the ability to think critically and provide creative solutions to customer issues
• Comfortable working in a start-up environment and able to manage multiple priorities in a fast-paced environment
• Experience with Zendesk is preferred, but not required
• A basic familiarity with customer service fraud prevention practices and understanding the importance of discretion with customer information
• Proficient in various software programs and customer service platforms, including Microsoft Suite, Gmail, Google Docs, etc.
• Ability to work on a computer for extended periods of time
• Reliable and flexible work schedule, including weekends based on business needs

• *Education, Experience, and Licensing Requirements**

• 1+ years of experience in a customer-facing role in a call center or customer service center in retail or hospitality
• Experience working in a fast-paced environment with multiple priorities and deadlines
• Ability to work independently and as part of a team to achieve business objectives
• High school diploma or equivalent required; Bachelor's degree preferred

• *Work Hours & Benefits**

• Monday - Friday; Some weekend work required
• 401k Plan with employer match
• Medical and Dental Benefits
• Paid Time Off: 15 Vacation Days; 5 Personal Days; 5 Sick Days

• *Why Join arenaflex?**

At arenaflex, we're passionate about delivering exceptional customer experiences and building a team that shares our values. As a Customer Service Operations Coordinator, you'll have the opportunity to:

• Work with a talented team of professionals who are dedicated to innovation and excellence
• Develop your skills and expertise in customer service operations and data analysis
• Contribute to the growth and success of a rapidly expanding company
• Enjoy a dynamic and supportive work environment that values work-life balance
• Participate in ongoing training and development opportunities to enhance your career

• *How to Apply**

If you're a motivated and analytical individual who is passionate about delivering exceptional customer experiences, we'd love to hear from you! Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you!