Introduction to arenaflex
arenaflex is a global, nonprofit organization dedicated to improving human health, sustainability, and resilience in the built environment. As a leader in the industry, arenaflex works tirelessly to promote green building practices and provide education and resources to professionals and organizations around the world. With a strong commitment to its mission, arenaflex is seeking a highly skilled and experienced Team Lead, Technical Customer Service to join its team.
About the Role
The Team Lead, Technical Customer Service will play a critical role in managing a team of customer service professionals who provide technical support to customers with complex inquiries related to arenaflex products and services. The ideal candidate will have a strong background in sustainability and LEED certification, as well as experience in a client-facing role. This is an exciting opportunity to join a dynamic team and contribute to the success of arenaflex.
Key Responsibilities
- Actively manage and coach a team of up to 7 direct reports, providing guidance, training, and mentoring to ensure high-quality performance
- Collaborate with the Director to achieve individual and team strategic goals, ensuring high-quality responses from a balanced and fully utilized team
- Contribute to customer support goals by meeting and exceeding case resolution targets, serving as the voice of the customer and providing input and feedback on initiatives
- Develop and implement processes that empower customers to achieve arenaflex's mission, using and building on the team's library of rating system expertise, database of standard operating procedures, and best practices
- Lead special projects as assigned, using sustainability expertise, communication, and professional writing skills to craft expert guidance and communicate across boundaries with a spirit of mission-driven teamwork and professionalism
Essential Qualifications
- Bachelor's degree in a related field of study (e.g., sustainability, architecture, engineering, landscape design, building management, environmental science, environmental education)
- 5-10 years of professional experience in a client-facing role, directly interacting and communicating with customers in green design, construction, sustainable operations, and maintenance, or sustainability education
- Current arenaflex credential or professional certificate
- Strong focus on customer experience, customer success, and team orientation
- Excellent communication skills and empathetic problem-solving skills
- Familiarity with Salesforce and/or other CRM platforms
- Proficiency with Microsoft Suite and a willingness to learn new technology applications
Preferred Qualifications
- Master's Degree or commensurate experience in a related field of study, such as sustainability, architecture, engineering, landscape design, building management, environmental science, environmental education, etc.
- Eagerness to learn, develop your own expertise, and share your growing expertise with colleagues and customers
- Persistence in engaging with challenges, flexibility to find multiple solutions, and the ability to keep the end goal in mind while working on each part of the solution
- Ability to operate in a fast-paced environment and quickly adapt to new circumstances or juggle multiple daily tasks
- A strong commitment and passion to advance arenaflex's mission
Career Growth Opportunities and Learning Benefits
At arenaflex, we are committed to the growth and development of our employees. As a Team Lead, Technical Customer Service, you will have the opportunity to develop your skills and expertise in a dynamic and supportive environment. You will be part of a team that is passionate about sustainability and dedicated to making a positive impact on the built environment. With a strong focus on continuous learning and professional development, you will have access to training and resources to help you achieve your career goals.
Work Environment and Company Culture
arenaflex is a mission-based and member-driven nonprofit organization with a compelling vision. Our headquarters office is a LEED Platinum commercial interior space in a LEED certified building, serving as an example for green design and construction products and practices. We offer a collaborative and dynamic work environment, with a strong focus on teamwork and professionalism. Our employees are passionate about sustainability and committed to making a positive impact on the built environment.
Compensation, Perks, and Benefits
arenaflex offers a competitive salary and benefits package, commensurate with experience and skill level. Our benefits include a generous benefits package, 401k matching, and comprehensive health insurance. We also offer a flexible work environment, with the option to work remotely or from our headquarters office in Washington, D.C.
Conclusion
If you are a motivated and experienced professional with a passion for sustainability and customer service, we encourage you to apply for the Team Lead, Technical Customer Service role at arenaflex. This is an exciting opportunity to join a dynamic team and contribute to the success of a mission-based organization. With a strong focus on continuous learning and professional development, you will have the opportunity to grow and develop your skills in a supportive and collaborative environment. Apply today to join the arenaflex team and make a positive impact on the built environment!