Experienced Customer Service Manager – Airport Customer Experience Administration

Join arenaflex, a world of possibilities, and embark on a new journey of growth, expertise, and self-discovery. Are you ready to explore a world of possibilities, both at work and during your time off? At arenaflex, we're not just looking for a Customer Service Manager; we're seeking a goal-oriented leader who wants to elevate their experience, knowledge, and network within our organization. With our leadership program, you'll have the opportunity to develop yourself to be the best leader you want to be in the arenaflex organization.

Why you'll love this job

• arenaflex is looking for a Customer Service Manager who is passionate about delivering exceptional customer experiences, fostering a safe and reliable operation, and developing the skills of front-line team members.

• As a CSM, you'll be responsible for leading, engaging, coaching, and developing the front-line team members to ensure a high-performing operation that delivers an exceptional customer experience.
• You'll be energized by a fast-paced dynamic environment and passionate about safety, teamwork, leadership, and delivering a quality product to our customers, front-line, and vendors.
• This role is a member of the Airports Team within the Customer Experience Division, where you'll have the opportunity to work collaboratively with multi-functional departments and agencies to ensure a safe, efficient, on-time operation.

What You'll Do

As a Customer Service Manager at arenaflex, you'll be responsible for:

• Drives operational excellence while keeping a safety-conscious environment that promotes end-to-end exceptional customer service, resulting in employee and customer safety and well-being
• Be a safety advocate: Look for safety concerns and address them as needed
• Establish 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 fosters 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
• Ensure the ongoing safety and reliability of our operation by conducting self-audits, observations, root cause investigations and other related safety engagements
• Promote effective communication among departments to engage our team to work together to achieve common goals.
• Familiarity with Joint Collective Bargaining Agreement (JCBA) and ensure team members adhere to corporate policy/procedure
• Embrace the core values: (Passion, commitment, efficiency, reliability, dependability, optimism, honesty, positivity, and loyalty)
• Analyze station specific data on a regular basis to improve scheduling, training and overall station performance
• Conduct lost time conversations
• Understand corporate initiatives and how they apply to the local station (e.g. One team, One Turn metrics)
• Ability to learn and apply union contract rules/regs in interactions with frontline team members and local union leaders
• Produce local reporting based on station leadership needs

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

• High School diploma or GED equivalency

Preferred Qualifications- Education & Prior Job Experience

• Previous airport customer service experience

• 2 years experience leading others
• Knowledge of company policies and procedures and functional automation applications

Skills, Licenses & Certifications

• 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 to include Word, Excel, PowerPoint, Outlook, etc.
• Has USPS clearance or the ability to obtain USPS clearance. USPS has a five-year United States residency requirement
• Ability to work extra hours when there are operational needs
• Ability to work rotating shifts including weekends, holidays and days-off

What You'll Get

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

• Travel Perks: Ready to explore the world? You, your family and your friends can reach 365 destinations on more than 6,800 daily flights across our global network.
• Health Benefits: On day one, you’ll have access to your health, dental, prescription and vision benefits to help you stay well. And that’s just the start, we also offer virtual doctor visits, flexible spending accounts and more.
• Wellness Programs: We want you to be the best version of yourself – that’s why our wellness programs provide you with all 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, cruises and more

Feel free to be yourself at arenaflex

At arenaflex, we're proud to be a diverse and inclusive workplace where everyone feels welcome and valued. Our 20+ Employee Business Resource Groups are focused on connecting our team members to our customers, suppliers, communities and shareholders, helping team members reach their full potential and creating an inclusive work environment to meet and exceed the needs of our diverse world. Are you ready to feel a tremendous sense of pride and satisfaction as you do your part to keep the largest airline in the world running smoothly as we care for people on life’s journey? Feel free to be yourself at arenaflex. Apply Job! Apply for this job