Experienced Full Stack Customer Service Manager – Airline Operations and Client Experience

Are you ready to embark on a thrilling journey that combines your passion for customer service with your desire for professional growth and development? Look no further than arenaflex, where we're seeking a seasoned Customer Service Manager to join our team of dedicated professionals. As a key member of our Airports Group within the Client Experience Division, you'll have the opportunity to make a real impact on the lives of our customers and colleagues alike.

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 core values of Energy, Responsibility, Productivity, Reliability, Trustworthiness, Good Faith, Authenticity, Inspiration, and Reliability. As a CSM, you'll be responsible for driving operational excellence while maintaining a safety-conscious environment that fosters exceptional customer care, resulting in both employee and customer safety and well-being.

What You'll Do

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

• Driving Operational Excellence: Ensure a safe, high-performing operation by leading, engaging, training, and developing front-line colleagues. Support your teams' work by creating a safe, stable environment while delivering a remarkable customer experience.
• Be a Safety Advocate: Identify and address safety concerns on a case-by-case basis.
• Set and Achieve Goals: Establish team and individual objectives aligned with departmental and organizational targets; mentor and guide front-line colleagues in skill development, customer care excellence, and company culture behaviors.
• Build Successful Relationships: Establish and advance effective relationships with colleagues that foster empathy, integrity, trustworthiness, respect, and pride.
• Resource Allocation: Successfully allocate resources and provide suitable support to enable teams to meet operational objectives in a safe manner.
• Continuous Improvement: Ensure the ongoing safety and reliability of our operation by conducting self-reviews, observations, root cause analyses, and other related safety commitments.
• Effective Communication: Advance compelling communication among departments to engage our team in achieving shared objectives.
• Knowledge of JCBA and Corporate Policies: Understand Joint Collective Bargaining Agreement (JCBA) and ensure colleagues adhere to corporate policies and procedures.
• Embody Our Core Values: Embrace the fundamental values of Energy, Responsibility, Productivity, Reliability, Trustworthiness, Good Faith, Authenticity, Inspiration, and Reliability.
• Manage Escalated Issues: Oversee escalated service issues and be visible to colleagues when issues arise.
• Communicate Key Information: Convey key corporate and local information to front-line leaders in a timely and effective manner. Set expectations and ensure colleagues understand the why behind the focus/criticality.
• Association Contract Rules/Regs: Demonstrate the ability to learn and apply association contract rules/regs in daily interactions with front-line 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 Skills and Competencies

* 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, creating 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 improvements 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.
• 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, including Word, Excel, PowerPoint, Outlook, etc.
• 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

At arenaflex, we offer a comprehensive benefits package that includes:

• Medical benefits: On the 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.
• Additional Benefits: Other great benefits include our Employee Assistance Program, pet insurance, and discounts on hotels, cars, travel, and more.

Join Our Arenaflex Family

From the colleagues we hire to the customers we serve, care and diversity are the foundation of the unique workforce at arenaflex. Our 20+ Employee Business Resource Groups are focused on connecting our colleagues to our customers, suppliers, communities, and investors, helping colleagues 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 huge 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 us at arenaflex and be yourself. Apply Job! Apply for this job