**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, challenge your skills, and reward your dedication? Look no further than arenaflex, the world's largest airline, where we're not just looking for employees, we're looking for partners who share our passion for excellence and our commitment to delivering exceptional customer experiences.
As a seasoned Customer Service Manager at arenaflex, you'll be at the forefront of our operations, driving a team of talented professionals to deliver world-class service to our customers. With a strong focus on safety, security, and customer satisfaction, you'll be the driving force behind our efforts to create a seamless and enjoyable travel experience for millions of passengers every day.
**Why You'll Love This Job**
At arenaflex, we're not just looking for someone to fill a role – we're looking for a leader who can inspire, motivate, and empower our team to deliver exceptional results. As a Customer Service Manager, you'll have the opportunity to:
* Drive operational excellence and ensure a safe, high-performing work environment
* Foster a culture of collaboration, respect, and open communication among team members
* Develop and implement strategies to improve customer satisfaction and loyalty
* Collaborate with cross-functional teams to resolve complex issues and drive business results
* Stay up-to-date with industry trends and best practices to continuously improve our services
**What You'll Do**
As a Customer Service Manager at arenaflex, your responsibilities will include:
* Drives functional greatness while maintaining a safety-conscious climate 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 objectives aligned with departmental and organizational targets; 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 to collaborate 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
* Manage 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 way. 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
**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
* Abilities, Licenses and Certifications
* Ability to elicit 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 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
* Ability to facilitate station activities and collaborate with multi-functional departments and offices to ensure essential requirements are met for a safe, efficient, on-time operation
* 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**
At arenaflex, we're proud of our diverse and inclusive workplace culture, where everyone has the opportunity to grow, learn, and succeed. 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 creating 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 world's largest airline running smoothly as we care for people on life's journey? Join our arenaflex family today!
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