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

Are you ready to embark on a thrilling journey that combines your passion for customer service with your desire for professional growth and development? Look no further than blithequark, where we're seeking an exceptional Customer Service Manager to join our dynamic team. As a key member of our Airports Group within the Client Experience Division, you'll have the opportunity to make a lasting impact on our customers' lives while advancing your career in a fast-paced, innovative environment.

Why You'll Love This Role

At blithequark, we're committed to fostering a culture that values empathy, integrity, trustworthiness, respect, and pride. As our ideal candidate, you'll be empowered to drive operational excellence while maintaining a safety-conscious climate that elevates end-to-end exceptional customer care, resulting in employee and customer safety and well-being. You'll have the chance to:

• Drive functional greatness while keeping a safety-focused climate that elevates start-to-finish exceptional customer care, bringing about representative and customer safety and prosperity.
• Be a safety advocate: Search for safety concerns and address them on a case-by-case basis.
• Lay out group and individual objectives aligned with departmental and organizational targets; Mentor and guide frontline colleagues in skill development, customer care height, and company culture behaviors.
• Establish and advance successful relationships with colleagues that cultivate empathy, legitimacy, trustworthiness, respect, and pride.
• Successfully allocate resources and provide suitable support to enable teams to achieve functional objectives in a safe manner.
• Guarantee the continuous safety and reliability of our operations by leading self-reviews, observations, root cause analyses, and other related safety commitments.
• Advance effective communication among departments to engage our team in collaborating to achieve shared objectives.
• Knowledge of Joint Collective Bargaining Agreement (JCBA) and ensure colleagues adhere to corporate policy/procedure.
• Embody the fundamental values: (Energy, responsibility, productivity, reliability, trustworthiness, good faith, genuineness, inspiration, and reliability)
• Oversee escalated service issues and be visible to colleagues when issues arise.
• Convey 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 communications with frontline colleagues and local association leaders.

Preferred 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 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 needed.
• 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 remedial action.
• Strong critical thinking skills
• Ability to work independently as well as collaboratively
• Ability to work under demanding operational circumstances
• Ability to focus 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

Join blithequark 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.

About blithequark

At blithequark, we're committed to fostering a culture that values diversity and inclusion. Our 20+ Employee Business Resource Groups are centered around 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 tremendous 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 blithequark and be yourself. Apply Job! Apply for this job