Experienced Customer Service Manager – Airport Workforce Management

Join arenaflex, a world-renowned airline, and embark on a journey that will take you to new heights. As a Customer Service Manager, you will be at the forefront of delivering exceptional customer experiences, ensuring the safety and well-being of our passengers, and fostering a culture of excellence within our airport workforce management team. If you're a goal-oriented leader with a passion for customer service, teamwork, and leadership, we invite you to explore this exciting opportunity.

Why You'll Love This Job

At arenaflex, we're committed to developing our team members to become the best leaders they can be. As a Customer Service Manager, you'll have the opportunity to:

• Lead and engage our front-line team members to deliver exceptional customer experiences
• Develop and implement strategies to ensure a safe, high-performing operation
• Foster a culture of mutual respect, trust, and responsibility among team members
• Collaborate with cross-functional teams to achieve common goals
• Enjoy a dynamic and fast-paced work environment with opportunities for growth and development

Key Responsibilities

As a Customer Service Manager, you will be responsible for:

• Drives operational excellence while maintaining a safety-conscious environment that promotes end-to-end exceptional customer service
• Establishes team and individual goals in support of departmental and company objectives
• Coaches and mentors frontline team members in skill development, customer service elevation, and company culture behaviors
• Establishes and promotes effective relationships with team members that foster compassion, authenticity, integrity, respect, and dignity
• Effectively allocates resources and provides appropriate support to enable teams to deliver on operational goals in a safe manner
• Ensures the ongoing safety and reliability of our operation by conducting self-audits, observations, root cause investigations, and other related safety engagements
• Promotes effective communication among departments to engage our team to work together to achieve common goals
• Familiarity with Joint Collective Bargaining Agreement (JCBA) and ensures team members adhere to corporate policy/procedure
• Embracing the core values: Passion, commitment, efficiency, reliability, dependability, optimism, honesty, positivity, and loyalty
• Ability to solve complex staffing issues with minimal oversight
• Strong communicator with all levels of the operation
• Can manage multiple software programs at the same time to quickly analyze the operation and determine the best course of action throughout the day
• Coordinate assignments for frontline team members to dynamically work flights at gates
• Utilizes GS Realtime and other programs (i.e., Prime, GETNG, SABRE) to identify and grant day of overtime, provide staffing inputs, and tour reports
• Being proactive and efficient with time management
• Ability to work extra hours when there are operational needs
• Ability to work rotating shifts, including weekends, holidays, and days-off

All You'll Need for Success

To excel in this role, you'll need:

• High School diploma or GED Equivalency
• Previous airport customer service experience
• 2 years of experience leading others
• Knowledge of company policies and procedures and functional automation applications
• Ability to bring out the best performance in the workforce through proactive employee engagement and support for an inclusive working environment
• Ability to actively listen, giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate
• Critical thinking ability, using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems
• Ability to monitor and assess performance of self, team members, and the operation to make improvements or take corrective action
• Strong decision-making skills
• Ability to work independently as well as collaboratively
• Ability to work under demanding operational conditions
• Ability to prioritize and execute with a sense of urgency and preciseness
• Ability to use sound business judgment to resolve issues with internal and external customers
• Ability to coordinate station activities and collaborate with multi-functional departments and agencies to ensure essential needs are met for a safe, efficient, on-time operation
• Knowledge of Microsoft Office, including Word, Excel, PowerPoint, Outlook, etc.
• Has USPS clearance or the ability to obtain USPS clearance. USPS has a five-year United States residency requirement.

What You'll Get

As a valued member of our team, you'll enjoy:

• Travel Perks: Explore the world with our global network of over 6,800 daily flights across 365 destinations
• Health Benefits: Access to comprehensive health, dental, prescription, and vision benefits on day one
• Wellness Programs: Stay well with our wellness programs, providing you with the right tools, resources, and support
• 401(k) Program: Available upon hire, with employer contributions available after one year
• Additional Benefits: Enjoy our Employee Assistance Program, pet insurance, and discounts on hotels, cars, cruises, and more

Feel Free to Be Yourself at arenaflex

At arenaflex, we're committed to creating an inclusive work environment where everyone feels valued and respected. Our 20+ Employee Business Resource Groups connect our team members to our customers, suppliers, communities, and shareholders, helping team members reach their full potential.

About arenaflex

arenaflex is a world-renowned airline with a rich history of innovation and excellence. We're committed to delivering exceptional customer experiences, fostering a culture of safety, and promoting diversity and inclusion. Join us, and you'll be part of a dynamic team that's shaping the future of air travel.

Apply Now

Ready to take your career to new heights? Apply now to become a Customer Service Manager at arenaflex. Apply for this job