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 managers, but also individuals who are passionate about delivering an unparalleled experience to our clients. As a key member of our Airports Group within the Client Experience Division, you'll have the opportunity to make a real impact on the lives of our customers and colleagues alike.

Why You'll Love This Role

At arenaflex, we're committed to fostering a culture that values empathy, integrity, trust, respect, and pride. As a Customer Service Manager, you'll be empowered to create a work environment that encourages collaboration, innovation, and growth. You'll have the chance to develop your skills and expertise, work with a talented team of professionals, and make a real difference in the lives of our customers.

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. Your key responsibilities will include:

• Being a safety advocate: Identify and address 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 enable teams to achieve operational 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 work together to 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 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 frontline colleagues and local association leaders

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

Essential and Preferred Qualifications

* 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 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'll enjoy 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 provide you with 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 the arenaflex Family

At arenaflex, we're committed to fostering a culture that values diversity, equity, and inclusion. Our 20+ Employee Business Resource Groups are designed to connect our employees to our customers, suppliers, networks, 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 sense of pride 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 the arenaflex family today! Apply Job! Apply for this job