**Experienced Vice President of Customer Service – National Athletic Apparel Provider**

At arenaflex, we're on a mission to empower organizations to celebrate competition, spirit, and identity through our branded athletic apparel, equipment, and uniforms. As a national provider, we're committed to delivering exceptional customer experiences that drive loyalty and growth. We're now seeking an experienced Vice President of Customer Service to lead our customer support program and drive our customer service strategy forward. **About arenaflex** arenaflex is a dynamic and innovative company that's passionate about the athletic apparel industry. We're dedicated to helping organizations celebrate their unique spirit and identity through our high-quality products and exceptional customer service. Our team is comprised of talented individuals who share our passion for delivering outstanding customer experiences and driving business growth. **The Role** As our Vice President of Customer Service, you'll be responsible for leading our customer support program and developing a comprehensive customer service strategy that drives customer satisfaction and loyalty. You'll work closely with our operations and sales leadership teams to implement our corporate strategy and ensure seamless communication across departments. Your leadership skills will inspire and encourage our staff to provide exceptional customer service, promoting a culture of excellence throughout the organization. **Responsibilities** As our Vice President of Customer Service, you'll be responsible for the following key areas: * **Develop and Track KPIs**: Develop and track key performance indicators (KPIs) that hold team members accountable for their performance, ensuring that our customer service team is meeting and exceeding service level requirements. * **Hiring and Staff Development**: Work with our COO, CRO, and VP Sales Operations to assess our current staff and develop a hiring plan that builds a high-functioning customer service representative (CSR) team. Recruit, select, train, and coach CSR staff to ensure they have the skills and knowledge needed to deliver exceptional customer service. * **Standardization of Communication**: Develop and implement standard operating procedures (SOPs) for our customer service team, focused on standardization of communication and ensuring that our customers receive consistent and high-quality support. * **Customer Service Quality Results**: Improve customer service quality results by studying, evaluating, and redesigning processes, establishing and communicating service metrics, and monitoring and analyzing results. * **Technology and Process Improvements**: Determine what resources, tools, systems, and training will be necessary for obtaining or exceeding service level targets, focusing on new technologies, process improvements, employee skill enhancement, and motivation techniques. * **Customer Experience Transformation**: Develop a strategy for incrementally transforming the customer experience through the use and improvement of current and future technology, focusing on cost reduction and improved customer service. * **Systemic Issues and Vendor Management**: Identify systemic issues affecting customer issues and work with internal stakeholders to identify and implement fixes, process modifications, or changes to customer expectations. Act as the key point of contact to third-party vendors to ensure our technology is up to date and effective. **Qualifications** To be successful in this role, you'll need: * **Bachelor's Degree**: A bachelor's degree in a related field or equivalent work experience. * **Leadership Experience**: 7 years of experience in a customer support leadership position, with a proven track record of developing direct reports. * **Industry Experience**: School products category industry experience is preferred. * **Customer Service Management**: Proven knowledge and handling of customer service management methodology and techniques. * **Cross-Functional Partnership Skills**: Excellent cross-functional partnership skills and ability to work positively with business partners. * **Resource Management**: Excellent resource (people, time, tasks) management skills. * **Organizational Skills**: Excellent organizational skills and attention to detail. * **Analytical and Problem-Solving Skills**: Strong analytical and problem-solving skills. * **Communication and Presentation Skills**: Outstanding communication and presentation skills. **What We Offer** As a member of our team, you'll enjoy: * **Competitive Compensation**: A competitive salary and benefits package. * **Opportunities for Growth**: Opportunities for career growth and professional development. * **Flexible Work Arrangements**: Flexible work arrangements, including remote work options. * **Collaborative Culture**: A collaborative and dynamic work environment. * **Recognition and Rewards**: Recognition and rewards for outstanding performance. **How to Apply** If you're 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 application through the HireBetter website at jobs.hirebetter.com. Qualified applicants will be responded to as quickly as possible. **Apply Now** Don't miss this opportunity to join our team and make a meaningful impact on the athletic apparel industry. Apply now and take the first step towards a rewarding career with arenaflex. Apply for this job