Experienced Customer Service Manager – Philadelphia, USA

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 purpose? Look no further than arenaflex, where we're seeking a results-driven Customer Service Manager to join our team. As a Customer Service Manager at arenaflex, you'll have the opportunity to develop your skills, knowledge, and leadership abilities while making a meaningful impact on our customers' lives.

Why You'll Love This Job

At arenaflex, we're committed to fostering a culture of excellence, innovation, and collaboration. As a Customer Service Manager, you'll be part of a dynamic team that's passionate about delivering exceptional customer experiences. You'll have the opportunity to:

• Drive operational excellence while maintaining a safety-conscious environment that elevates end-to-end exceptional customer care, resulting in employee and customer safety and well-being.
• Be a safety advocate: Identify and address safety concerns on a case-by-case basis.
• Establish team and individual goals aligned with departmental and organizational objectives; Mentor and guide frontline colleagues in skill development, customer care excellence, 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 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 in working 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, accountability, productivity, reliability, trustworthiness, good faith, genuineness, inspiration, and reliability)
• Manage escalated service issues and be visible to colleagues when issues arise
• Communicate 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.

What You'll Do

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

• Driving operational excellence while maintaining a safety-conscious environment that elevates end-to-end exceptional customer care, resulting in employee and customer safety and well-being.
• Being a safety advocate: Identify and address safety concerns on a case-by-case basis.
• Establishing team and individual goals aligned with departmental and organizational objectives; Mentoring and guiding frontline colleagues in skill development, customer care excellence, and company culture behaviors.
• Establishing and advancing successful relationships with colleagues that cultivate 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 in working together to achieve shared objectives.
• Knowledge of Joint Collective Bargaining Agreement (JCBA) and ensuring colleagues adhere to corporate policies/procedures.
• Embodying the fundamental values: (Energy, accountability, 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. Setting the expectations and ensuring 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.

What You'll Get

As a valued member of our 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 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.

What We're Looking For

We're seeking a results-driven Customer Service Manager who is passionate about delivering exceptional customer experiences. To be successful in this role, you'll need:

• A bachelor's degree
• 3 years of 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
• 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, including Word, Excel, PowerPoint, and Outlook
• 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

Join Our Team

At arenaflex, we're committed to fostering a culture of excellence, innovation, and collaboration. We believe in the importance of diversity, equity, and inclusion, and we're dedicated to creating a workplace that's welcoming and inclusive for all. If you're passionate about delivering exceptional customer experiences and want to be part of a dynamic team that's making a meaningful impact, we encourage you to apply. Apply Job! Apply for this job