Experienced Customer Service Manager – Airline Operations

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 passionate about delivering exceptional customer experiences and fostering a culture of excellence. As a seasoned Customer Service Manager, you'll play a vital role in shaping the future of our airline operations, driving innovation, and inspiring a team of dedicated professionals.

Why You'll Love This Role

At arenaflex, we're committed to empowering our employees to reach their full potential. As a Customer Service Manager, you'll have the opportunity to develop your skills, knowledge, and leadership abilities within our organization. Our comprehensive training program will equip you with the tools and expertise needed to excel in this role, while our collaborative and dynamic work environment will inspire you to grow and thrive.

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 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 objectives aligned with departmental and organizational targets; Mentor and guide frontline colleagues in skill development, customer care 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 in collaborating 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.
• Conveying 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

* Instruction and earlier professional training

• Past airport customer service experience
• 3 years experience leading others
• Knowledge of organizational systems and processes 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 - concentrating 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 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

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

From the colleagues we hire to the customers we serve, diversity and inclusion are the foundation of the unique workforce at arenaflex. 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 arenaflex today and be yourself. Apply Job! Apply for this job