Experienced Customer Service Manager – Airline Operations and Client Experience

Join arenaflex, a leading airline, and embark on a journey of growth, learning, and self-discovery Are you ready to explore a world of possibilities, both at work and in your personal life? Do you want to develop your skills, knowledge, and leadership within a dynamic organization? Look no further than arenaflex, where you'll have the opportunity to travel the world, learn new skills, and become the best version of yourself. As you embark on this exciting journey, you'll face challenges with ease and confidence, acquiring new skills and propelling your career while having a great time. Come and advance both your personal and professional life, and get ready to take off!

Why you'll love this role

arenaflex is seeking an ambitious and results-driven Customer Service Manager (CSM) who is eager to elevate their experience, knowledge, and leadership within the organization. With our comprehensive leadership program, you'll be able to develop yourself into the best leader you aspire to be within the arenaflex team. As a CSM, you'll be responsible for ensuring a safe, high-performing work environment by driving, engaging, training, and developing front-line colleagues. You'll support your team's work by creating a safe, stable work environment while delivering an exceptional customer experience.

What you'll do

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

• Driving operational excellence while maintaining a safety-conscious environment that elevates end-to-end exceptional customer service, 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 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 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 policies/procedures.
• 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 front-line 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 front-line 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.

Favored Capabilities and Qualifications

* Instruction and Earlier Professional training

• Past airport customer service experience
• 3 years experience leading others
• Knowledge of organizational policies and procedures and functional automation applications.
• Ability to draw out the best performance in 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
• Solid 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.
• 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

Join arenaflex and take advantage of all that we have to offer:

• 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 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 centered 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 surpass 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 largest carrier in the world running smoothly as we care for people on life's journey? Join arenaflex and be yourself. Apply Job! Apply for this job