Experienced Customer Service Manager – Airline Operations and Client Experience

Are you ready to embark on a journey that will take you to new heights, both personally and professionally? Do you thrive in a fast-paced environment where no two days are ever the same? Look no further than arenaflex, where we're seeking a highly motivated and experienced Customer Service Manager to join our team. At arenaflex, we're not just a company – we're a family. We're a team of passionate individuals who are dedicated to delivering exceptional customer experiences and making a positive impact on the world. As a Customer Service Manager, you'll be at the forefront of our operations, driving excellence and ensuring that our customers receive the highest level of service.

Why you'll love this role

As a Customer Service Manager at arenaflex, you'll have the opportunity to:

• Drive operational excellence and ensure a safe, high-performing work environment
• Lead and develop a team of customer-facing representatives, empowering them to deliver exceptional service and exceed customer expectations
• Foster a culture of collaboration, respect, and open communication, where every team member feels valued and empowered to make a difference
• Develop and implement effective strategies to improve customer satisfaction, loyalty, and retention
• Collaborate with cross-functional teams to identify and address operational challenges and opportunities for growth
• Stay up-to-date with industry trends, best practices, and regulatory requirements, applying your knowledge to drive continuous improvement and innovation

What you'll do

As a Customer Service Manager at arenaflex, your key responsibilities will include:

• Driving operational excellence and ensuring a safe, high-performing work environment that elevates end-to-end exceptional customer service, resulting in employee and customer safety and well-being
• Being a safety advocate: identifying and addressing safety concerns on a case-by-case basis
• Establishing team and individual objectives aligned with departmental and organizational goals; mentoring and guiding frontline representatives in skill development, customer service excellence, and company culture behaviors
• Laying out and advancing successful relationships with colleagues that foster empathy, legitimacy, trustworthiness, respect, and pride
• Successfully allocating resources and providing suitable support to enable teams to achieve operational objectives in a safe manner
• Ensuring the continuous safety and reliability of our operations by conducting self-reviews, observations, root cause analyses, and other related safety commitments
• Advancing effective communication among departments to engage our team in working together to achieve shared objectives
• Knowledge of Joint Collective Bargaining Agreement (JCBA) and ensuring colleagues adhere to corporate policy/procedure
• Embracing the fundamental values: (Energy, responsibility, productivity, reliability, trustworthiness, good faith, genuineness, inspiration, and reliability)
• Managing escalated service issues and being visible to colleagues when issues arise
• Conveying key corporate and local information to frontline leaders in a productive and effective way. Set the expectations and ensure colleagues understand the why behind the focus/criticality
• Ability to learn and apply association contract rules/regs in daily interactions with frontline representatives and local association leaders

Favored Capabilities and Qualifications

* Instruction and Earlier Professional training

• Past airport customer service experience
• 3 years experience leading others
• Knowledge of organizational policies and procedures and functional automation applications
• Ability to extract the best performance from the workforce through proactive employee engagement and support for a comprehensive work environment
• Ability to effectively listen - focusing on what others are saying, carving out time to understand the points being made, asking questions as needed
• Decisive ability to reason - using logic and thinking to identify the pros and cons of alternative solutions, conclusions, or approaches to problems
• Ability to monitor and evaluate the performance of self, colleagues, and the operation to make enhancements or take remedial action
• Strong critical thinking skills
• Ability to work independently as well as collaboratively
• Ability to work under demanding operational circumstances
• Ability to focus on and execute with a need to get moving and accuracy
• Ability to use sound business judgment to resolve issues with internal and external clients
• Ability to facilitate station activities and collaborate with multi-functional departments and offices to ensure essential requirements are met for a safe, efficient, on-time operation
• Knowledge of Microsoft Office to include Word, Excel, PowerPoint, Outlook, etc.
• Has USPS clearance or the ability to obtain USPS clearance. USPS has a five-year US residency requirement
• Ability to work additional hours when operational needs arise
• Ability to work rotating shifts including weekends, holidays, and days-off

What you'll get

As a valued member of the arenaflex team, you'll enjoy a comprehensive benefits package, including:

• Medical benefits: On the very first day, you'll have access to your health, dental, prescription, and vision benefits to help you stay healthy. And that's just the beginning, we also offer virtual doctor visits, flexible spending accounts, and more.
• Health Programs: We believe you should be your best self - that's why our health programs provide you with the right tools, resources, and support you need.
• 401(k) Program: Available upon hire and, depending on the workgroup, employer contributions to your 401(k) program are available after one year.
• Extra Benefits: Other great benefits include our Employee Assistance Program, pet insurance, and discounts on hotels, cars, travel, and more.

Join the arenaflex family

At arenaflex, we're committed to creating a workplace that's inclusive, diverse, and empowering. Our 20+ Employee Business Resource Groups are focused on connecting our employees to our customers, suppliers, communities, and investors, helping employees reach their full potential and establishing a comprehensive workplace to address and surpass the challenges of our diverse world. Are you ready to feel a tremendous sense of satisfaction and fulfillment as you do your part to keep the largest carrier in the world running smoothly as we care for people on life's journey? Join the arenaflex family today and discover a world of possibilities. Apply Job! Apply for this job