Experienced Customer Service Manager – Airline Operations and Client Experience

Are you ready to embark on a journey that will take you to new heights, challenge your skills, and help you grow as a professional? Look no further than arenaflex, where we're passionate about delivering exceptional customer experiences and creating a workplace that's as dynamic as our industry. As a Customer Service Manager at arenaflex, 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

At arenaflex, we're committed to fostering a culture that's inclusive, diverse, and driven by a passion for excellence. As a Customer Service Manager, you'll have the opportunity to develop your skills, knowledge, and leadership abilities within our organization. You'll be part of a team that's dedicated to delivering exceptional customer experiences, and you'll have the chance to make a real impact on our operations.

Key Responsibilities

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

• Driving operational excellence while maintaining a safety-conscious environment that promotes end-to-end exceptional customer service, resulting in employee and customer safety and well-being.
• Being a safety advocate: Identify and address safety concerns on a case-by-case basis.
• Establishing team and individual objectives aligned with departmental and organizational goals; Mentoring and guiding frontline colleagues in skill development, customer service excellence, and company culture behaviors.
• Establishing and promoting 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 policies/procedures.
• Embracing the fundamental values: (Energy, accountability, productivity, reliability, trustworthiness, good faith, genuineness, inspiration, and reliability)
• Managing escalated service issues and being visible to colleagues when issues arise
• Communicating key corporate and local information to frontline leaders in a timely and effective manner. Set the expectations and ensure colleagues understand the why behind the focus/criticality.
• 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 experience leading others
• Knowledge of organizational policies and procedures 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, carving out time to understand the points being made, asking questions as appropriate
• Decisive ability to reason - using logic and thinking to identify the strengths and weaknesses 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 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

At arenaflex, we're committed to providing our employees with a comprehensive benefits package that includes:

• 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 give you 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 Our Arenaflex Family

From the colleagues we hire to the customers we serve, diversity and inclusion are the foundation of the unique workforce at arenaflex. 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 creating 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 arenaflex today and be yourself. Apply Job! Apply for this job