Experienced Full Stack Customer Service Manager – Airport Workforce Management (Charlotte, NC, US)

Are you ready to embark on a thrilling journey that combines your passion for customer service with your leadership skills? Look no further than arenaflex, where you'll have the opportunity to develop your expertise, grow your network, and become the best version of yourself. As a Hybrid Customer Service Manager, you'll be at the forefront of arenaflex's commitment to delivering exceptional customer experiences while ensuring a safe and reliable operation.

Why You'll Love This Job

At arenaflex, we're not just looking for a Customer Service Manager – we're looking for a leader who embodies our core values of passion, commitment, efficiency, reliability, dependability, optimism, honesty, positivity, and loyalty. If you're a goal-oriented individual who thrives in a fast-paced dynamic environment, we want to hear from you. As a Hybrid Customer Service Manager, you'll have the opportunity to:

• Develop yourself through arenaflex's leadership program and become the best leader you want to be
• Lead, engage, coach, and develop front-line team members to ensure a safe, high-performing operation
• Create a safe, reliable operation while delivering an exceptional customer experience
• Enable an environment that develops front-line team members and fosters mutual respect, trust, responsibility, and core values
• Be part of the Domestic Airports Team within the Customer Experience Division

What You'll Do

As a Hybrid Customer Service Manager, your responsibilities will include:

• 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)
• 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 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 be successful in this role, you'll need:

• High School diploma or GED Equivalency
• Previous airport customer service experience
• 2 years experience leading others
• Knowledge of company policies and procedures and functional automation applications

Skills, Licenses & Certifications

To excel in this role, you'll need:

• 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.

What You'll Get

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

• 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

From the team members we hire to the customers we serve, inclusion and diversity are the foundation of the dynamic workforce at arenaflex. 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 to this job Apply for this job