Experienced Full Stack Customer Service Manager – Airline Operations and Client Experience

Are you ready to embark on a journey that will take you to new heights, both personally and professionally? Look no further than arenaflex, where we're not just looking for exceptional customer service representatives, but also leaders who can drive our organization forward. As a Customer Service Manager at arenaflex, you'll be part of a dynamic team that's passionate about delivering an exceptional customer experience, while also fostering a culture of innovation, collaboration, and growth.

Why You'll Love This Role

At arenaflex, we're committed to empowering our employees to reach their full potential, and we're looking for a Customer Service Manager who shares our vision. As a key member of our Airports Group within the Client Experience Division, you'll have the opportunity to drive functional excellence, while ensuring a safe and healthy work environment for our employees and customers. You'll be responsible for leading a team of customer service representatives, mentoring and guiding them in their development, and fostering a culture of empathy, trust, and respect.

What You'll Do

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

• Driving Functional Greatness: You'll be responsible for driving functional excellence, while ensuring a safe and healthy work environment for our employees and customers.
• Being a Safety Advocate: You'll search for safety concerns and address them on a case-by-case basis, ensuring that our employees and customers are protected at all times.
• Laying Out Group and Individual Objectives: You'll establish group and individual objectives that align with departmental and organizational targets, and mentor and guide our customer service representatives in their development.
• Establishing Successful Associations: You'll establish and advance successful associations with colleagues, fostering empathy, legitimacy, trustworthiness, respect, and pride.
• Dispensing Assets and Resources: You'll successfully dispense assets and resources to empower our teams to achieve functional objectives in a safe and healthy way.
• Guaranteeing Continuous Safety and Reliability: You'll ensure the continuous safety and reliability of our operations by leading self-reviews, observations, root cause analyses, and other related safety commitments.
• Advancing Compelling Communication: You'll advance compelling communication among departments to engage our team in achieving shared objectives.
• Knowledge of Joint Collective Bargaining Agreement (JCBA): You'll have knowledge of the JCBA and ensure that our colleagues adhere to corporate policies and procedures.
• Embracing Fundamental Beliefs: You'll embody our fundamental beliefs, including energy, responsibility, productivity, reliability, trustworthiness, good faith, genuineness, inspiration, and reliability.
• Managing Raised Service Issues: You'll manage raised service issues and be visible to your colleagues when issues arise.
• Conveying Key Corporate and Local Information: You'll convey key corporate and local information to frontline leaders in a productive and effective way, setting the tone and ensuring that our colleagues understand the why behind our focus and criticality.

Favored Capabilities and Qualifications

While we're looking for a Customer Service Manager who embodies our fundamental beliefs and has a passion for delivering exceptional customer service, we also require the following qualifications and capabilities:

• Instruction and Earlier Professional Training: A bachelor's degree or equivalent experience in a related field.
• Past Airport Customer Service Experience: Previous experience in airport customer service or a related field.
• 3 Years Experience Leading Others: At least 3 years of experience leading others, with a proven track record of driving functional excellence and fostering a culture of innovation and collaboration.
• Knowledge of Organization Policies and Procedures: Knowledge of organization policies and procedures, including functional automation applications.
• Abilities, Licenses, and Certifications: The ability to draw out the best performance in the workforce through proactive employee engagement and support for a comprehensive work environment.
• Effective Listening and Communication Skills: The ability to effectively listen, concentrating on what others are saying, carving out time to understand the points being made, and posing questions as needed.
• Decisive Reasoning Ability: The ability to reason, using logic and thinking to identify the pros and cons of alternative solutions, conclusions, or approaches to problems.
• Performance Monitoring and Evaluation: The ability to monitor and evaluate the performance of self, colleagues, and the operation, making enhancements or taking remedial action as needed.
• Solid Critical Thinking Skills: The ability to think critically, analyzing information, identifying patterns, and making informed decisions.
• Ability to Work Independently and Collaboratively: The ability to work independently and collaboratively, with a proven track record of driving functional excellence and fostering a culture of innovation and collaboration.
• Ability to Work Under Pressing Functional Circumstances: The ability to work under pressing functional circumstances, with a proven track record of driving functional excellence and fostering a culture of innovation and collaboration.
• Ability to Focus and Execute with a Need to Get Moving and Accuracy: The ability to focus and execute with a need to get moving and accuracy, with a proven track record of driving functional excellence and fostering a culture of innovation and collaboration.
• Ability to Use Sound Business Judgment: The ability to use sound business judgment to determine issues with internal and external clients.
• Knowledge of Microsoft Office: Knowledge of Microsoft Office, including Word, Excel, PowerPoint, and Outlook.
• USPS Clearance or Ability to Obtain: USPS clearance or the ability to obtain, with a five-year US residency requirement.
• Ability to Work Additional Hours: The ability to work additional hours when functional needs arise.
• Ability to Work Rotating Shifts: The ability to work rotating shifts, including weekends, holidays, and days off.

What You'll Get

As a Customer Service Manager at arenaflex, you'll enjoy a comprehensive benefits package, including:

• Medical, Dental, Vision, and Prescription Benefits: On the first day of employment, you'll have access to your health, dental, vision, and prescription benefits, as well as virtual doctor visits, flexible spending accounts, and more.
• Health Programs: Our health programs provide you with the tools, resources, and support you need to be your best self.
• 401(k) Program: Accessible upon employment, with employer contributions to your 401(k) program available after one year.
• Additional Benefits: Other great benefits include our Employee Assistance Program, pet insurance, and discounts on hotels, cars, travel, and more.

Join the arenaflex Family

At arenaflex, we're committed to creating a workplace that's inclusive, diverse, and empowering. We believe that our colleagues are our greatest asset, and we're dedicated to providing them with the tools, resources, and support they need to succeed. If you're passionate about delivering exceptional customer service, leading a team, and fostering a culture of innovation and collaboration, we want to hear from you. Apply now to join the arenaflex family and start your journey to new heights. Apply Job! Apply for this job