Experienced Customer Service Manager – Airline Industry Operations

Are you a seasoned leader with a passion for delivering exceptional customer experiences? Do you thrive in fast-paced environments where no two days are ever the same? If so, we invite you to join the arenaflex family as a Customer Service Manager, where you'll have the opportunity to grow your skills, knowledge, and network while making a real impact on the lives of our customers.

Why You'll Love This Role

At arenaflex, we're not just looking for a Customer Service Manager – we're seeking a leader who embodies our values of energy, responsibility, productivity, reliability, trustworthiness, good faith, genuineness, inspiration, and reliability. As a key member of our Airports Group within the Client Experience Division, you'll have the chance to drive operational excellence, foster a culture of safety and respect, and develop the skills of our frontline colleagues.

What You'll Do

As a Customer Service Manager at arenaflex, you'll be responsible for driving functional greatness while maintaining a safety-conscious climate that elevates end-to-end exceptional customer care. Your key responsibilities will include:

• Safety Advocate: Identify and address health and safety concerns on a case-by-case basis
• Goal Setting and Mentorship: Establish group and individual objectives aligned with departmental and organizational targets; mentor and guide frontline colleagues in skill development, customer care excellence, and company culture behaviors
• Relationship Building: Establish and advance successful relationships with colleagues that foster empathy, legitimacy, trustworthiness, respect, and pride
• Resource Allocation: Successfully allocate resources and provide suitable support to empower teams to achieve functional objectives in a safe manner
• Continuous Improvement: Ensure the continuous safety and reliability of our operations by conducting self-reviews, observations, root cause analyses, and other related safety commitments
• Communication: Advance effective communication among departments to engage our team in achieving shared objectives
• Knowledge of JCBA and Corporate Policies: Familiarize yourself with Joint Collective Bargaining Agreement (JCBA) and ensure colleagues adhere to corporate policies and procedures
• Embracing arenaflex Values: Embody the fundamental values of energy, responsibility, productivity, reliability, trustworthiness, good faith, genuineness, inspiration, and reliability
• Issue Resolution: Manage escalated service issues and be visible to colleagues when issues arise
• Communication: Convey key corporate and local information to frontline leaders in a productive and effective manner; set expectations and ensure colleagues understand the why behind the focus/criticality
• Contract Rules/Regs: Demonstrate the ability to learn and apply association contract rules/regs in daily communications with frontline colleagues and local association leaders

Preferred Capabilities

* Instruction and earlier professional training

• Past airport customer service experience
• 3 years of experience leading others
• Knowledge of organizational systems and functional automation applications

Essential Abilities, Licenses, and Certifications

* 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 corrective 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
• Knowledge of Microsoft Office, including Word, Excel, PowerPoint, and Outlook
• 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

Join the arenaflex team and enjoy a comprehensive benefits package, including:

• Medical, dental, prescription, and vision benefits from day one
• Virtual doctor visits, flexible spending accounts, and more
• Health programs that provide the tools, resources, and support you need to be your best self
• 401(k) program with employer contributions available after one year
• Additional benefits, including our Employee Assistance Program, pet insurance, and discounts on hotels, cars, travel, and more

About arenaflex

At arenaflex, we're committed to creating a workplace that's inclusive, diverse, and empowering. Our 20+ Employee Business Resource Groups connect our colleagues to our customers, suppliers, communities, and investors, helping them reach their full potential and creating a comprehensive workplace that addresses and surpasses the challenges of our diverse world. Are you ready to feel a sense of pride and fulfillment as you contribute to the world's largest airline operating safely and efficiently? Join the arenaflex team and be yourself! Apply Now! Apply for this job