Experienced Customer Service Manager – Airline Operations and Client Experience

Are you ready to embark on a journey that will take you to the far corners of the world, challenge you to grow, and reward you with a sense of fulfillment and pride? Look no further than arenaflex, where we're seeking a results-driven Customer Service Manager (CSM) to join our team of dedicated professionals. As a CSM at arenaflex, you'll have the opportunity to develop your skills, knowledge, and leadership abilities within a dynamic and supportive organization.

Why You'll Love This Role

At arenaflex, we're committed to fostering a culture that values innovation, collaboration, and exceptional customer service. As a CSM, you'll play a critical role in driving operational excellence, ensuring a safe and healthy work environment, and delivering a world-class customer experience. You'll have the opportunity to work with a talented team of professionals, develop your leadership skills, and contribute to the success of our organization.

Key Responsibilities

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: Identifying and addressing safety concerns on a case-by-case basis.
• Establishing team and individual objectives aligned with departmental and organizational targets; Mentoring and guiding frontline colleagues in skill development, customer service excellence, and company culture behaviors.
• Laying out and advancing successful relationships with colleagues that foster empathy, legitimacy, trustworthiness, respect, and pride.
• Successfully allocating resources and providing suitable support to empower teams to achieve functional objectives in a safe manner.
• Ensuring the continuous safety and reliability of our operations by conducting self-reviews, observations, root cause analyses, and other related safety commitments.
• Advancing effective communication among departments to engage our team to collaborate and achieve shared objectives.
• Knowledge of Joint Collective Bargaining Agreement (JCBA) and ensuring colleagues adhere to corporate policies/procedures.
• Embracing the fundamental values: (Energy, responsibility, productivity, reliability, trustworthiness, good faith, genuineness, inspiration, and reliability)
• Managing escalated service issues and being visible to colleagues when issues arise.
• Communicating 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 interactions with frontline colleagues and local association leaders.

Preferred Capabilities

* Instruction and earlier professional training

• Past airport customer service experience
• 3 years experience leading others
• Knowledge of organizational policies and systems and functional automation applications.

Essential Skills and Competencies

* 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 appropriate.
• 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 corrective 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.
• 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 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 employees with a comprehensive benefits package that includes:

• 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 Arenaflex Family

At arenaflex, we're proud to be a diverse and inclusive organization that values consideration and variety. Our 20+ Employee Business Resource Groups are focused on connecting our employees to our customers, suppliers, communities, and investors, helping employees 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 our arenaflex family today! Apply Job! Apply for this job