Experienced Full Stack Customer Service Manager – Client Experience and Operations

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, a leading airline that's always on the move. As a Customer Service Manager, you'll be at the forefront of delivering exceptional customer experiences, driving operational excellence, and fostering a culture of innovation and teamwork.

Why you'll love this role

arenaflex is seeking a results-driven Customer Service Manager who is passionate about lifting their experience, knowledge, and influence within the organization. With our comprehensive leadership program, you'll have the opportunity to develop yourself into the best leader you can be, while making a meaningful impact on our customers, colleagues, and the airline as a whole. As a Customer Service Manager, you'll be responsible for driving a safe, high-performing operation by leading, engaging, training, and developing our frontline colleagues. You'll support your teams' work by creating a safe, stable environment while delivering a remarkable customer experience. You'll be empowered by a fast-paced, dynamic climate and enthusiastic about safety, collaboration, leadership, and delivering a quality product to our customers, frontline colleagues, and vendors.

What you'll do

As a Customer Service Manager, you'll:

• Drive operational excellence while maintaining a safety-conscious environment that elevates end-to-end exceptional customer care, resulting in employee and customer safety and well-being.
• Be a safety advocate: Identify and address safety concerns on a case-by-case basis.
• Establish team and individual objectives aligned with departmental and organizational targets; Mentor and guide frontline colleagues in skill development, customer care excellence, and company culture behaviors.
• Establish and advance successful relationships with colleagues that foster empathy, legitimacy, trustworthiness, respect, and pride.
• Successfully allocate resources and provide suitable support to enable teams to achieve operational objectives in a safe manner.
• Ensure the continuous safety and reliability of our operation by conducting self-reviews, observations, root cause analyses, and other related safety commitments.
• Advance effective communication among departments to engage our team to work together to achieve shared objectives.
• Knowledge of Joint Collective Bargaining Agreement (JCBA) and ensure colleagues adhere to corporate policy/procedure.
• Embody the fundamental values: (Energy, responsibility, productivity, reliability, trustworthiness, good faith, genuineness, inspiration, and reliability)
• Manage escalated service issues and be visible to colleagues when issues arise
• Communicate 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 interactions with frontline colleagues and local association leaders.
• 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
• Familiarity with Microsoft Office, including 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

Join arenaflex and enjoy:

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

Join our diverse and inclusive team

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 exceed 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 world's largest airline running smoothly as we care for people on life's journey? Join arenaflex and be yourself. Apply Job! Apply for this job