Experienced Customer Service Manager – Airline Industry

Join arenaflex, a world-renowned airline, and embark on a journey of growth, learning, and self-discovery. As a Customer Service Manager, you will be at the forefront of delivering exceptional customer experiences, driving team performance, and fostering a culture of excellence within our organization.

About arenaflex

arenaflex is a leading airline that has been connecting people and cultures for over a century. With a rich history of innovation and a commitment to excellence, we have become a symbol of trust and reliability in the aviation industry. Our team of dedicated professionals is passionate about delivering exceptional customer experiences, and we are seeking like-minded individuals to join our ranks.

Why You'll Love This Role

As a Customer Service Manager at arenaflex, you will have the opportunity to:

• Drive business growth and revenue through exceptional customer service and experience
• Lead a high-performing team of customer service representatives, providing guidance, coaching, and development opportunities
• Foster a culture of excellence, innovation, and continuous improvement within the team
• Collaborate with cross-functional teams to identify and implement process improvements and efficiency gains
• Develop and implement customer-centric strategies to drive business growth and revenue
• Stay up-to-date with industry trends and best practices, applying knowledge to drive business results

Key Responsibilities

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

• Driving functional excellence while maintaining a safety-conscious environment that elevates end-to-end exceptional customer care, resulting in employee and customer safety and well-being
• Being a safety advocate: Identify and address safety concerns on a case-by-case basis
• Establish and advance successful relationships with colleagues that cultivate empathy, legitimacy, trustworthiness, respect, and pride
• Successfully allocate resources and provide suitable support to empower teams to achieve functional objectives in a safe manner
• Ensure the continuous safety and reliability of our operations 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
• Convey key corporate and local information to frontline leaders in a productive 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

Favored Capabilities

* Instruction and Earlier Professional training

• Past airport customer service experience
• 3 years experience leading others
• Knowledge of organization policies and procedures and functional automation applications

Abilities, Licenses, and Certifications

* 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 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 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

As a valued member of the arenaflex team, you will enjoy a comprehensive benefits package, including:

• 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 arenaflex Today

If you are a motivated and results-driven individual who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. As a Customer Service Manager at arenaflex, you will have the chance to grow your career, develop your skills, and make a meaningful impact on our customers and the aviation industry. Apply for this job