**Experienced Full Stack Customer Service Manager – Remote US Operations**
Are you ready to embark on a thrilling adventure in the world of customer service? Do you have a passion for delivering exceptional experiences and fostering a culture of excellence? Look no further! arenaflex, a leading airline company, is seeking an experienced Full Stack Customer Service Manager to join our dynamic team in the US.
**Introduction to arenaflex**
At arenaflex, we're not just an airline – we're a family. We're a community of passionate individuals who share a common goal: to provide unparalleled customer experiences and make a lasting impact on the world. With a rich history and a commitment to innovation, we're constantly pushing the boundaries of what's possible. Join us, and you'll discover a world of opportunities, growth, and excitement.
**Why You'll Love This Role**
As a Full Stack Customer Service Manager at arenaflex, you'll have the chance to:
* Drive operational excellence and ensure a safe, high-performing environment for our customers and employees
* Foster a culture of collaboration, innovation, and continuous improvement
* Develop and mentor a team of customer service representatives to achieve exceptional results
* Collaborate with cross-functional teams to drive business outcomes and improve customer satisfaction
* Stay up-to-date with industry trends, best practices, and regulatory requirements
**Key Responsibilities**
As a Full Stack Customer Service Manager, you'll be responsible for:
* Driving functional excellence while maintaining a safety-conscious environment that elevates end-to-end exceptional customer service, resulting in employee and customer safety and well-being
* Being a health advocate: identifying and addressing safety concerns as needed
* Establishing team and individual objectives aligned with departmental and organizational goals; mentoring and guiding frontline employees in skill development, customer service excellence, and company culture behaviors
* Laying out and advancing effective relationships with colleagues that foster empathy, credibility, trustworthiness, respect, and poise
* Effectively allocating resources and providing suitable support to empower teams to achieve functional objectives in a safe manner
* Ensuring the continuous safety and reliability of our operations by leading 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
* Experience with Joint Collective Bargaining Agreement (JCBA) and ensuring employees adhere to corporate policy/strategy
* Embracing the core values: (Energy, Responsibility, Efficiency, Reliability, Loyalty, Good Faith, Honesty, Inspiration, and Dedication)
* Managing escalated service issues and being visible to colleagues when issues arise
* Conveying key corporate and local information to frontline employees in a professional and effective manner; setting 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 employees and local association leaders
**Essential Qualifications**
* Bachelor's Degree
* 3 years of experience leading others
* Knowledge of organizational strategies and systems and functional automation applications
* 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 entirely on what others are saying, carving out time to understand the points being made, asking questions as necessary
* 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 analytical 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 expedite and accuracy
* Ability to use sound business judgment to resolve issues with internal and external clients
* Knowledge of Microsoft Office, including Word, Excel, PowerPoint, Outlook, etc.
* Has USPS clearance or the ability to obtain USPS clearance
* Ability to work additional hours when operational needs arise
* Ability to work rotating shifts, including weekends, holidays, and days off
**Preferred Qualifications**
* Past airport customer service experience
* Instruction and earlier professional training
* 3 years of experience driving others
* Knowledge of organization strategies and systems and functional automation applications
* Abilities, Licenses, and Accreditations:
+ 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 – concentrating entirely on what others are saying, carving out time to understand the points being made, asking questions as necessary
+ 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 analytical 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 expedite and accuracy
+ Ability to use sound business judgment to resolve issues with internal and external clients
+ Knowledge of Microsoft Office, including Word, Excel, PowerPoint, Outlook, etc.
+ Has USPS clearance or the ability to obtain USPS clearance
+ 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:
* Medical benefits: On the 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 manager 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 creating a workplace that's inclusive, diverse, and empowering. Our 20+ Employee Business Resource Groups are designed to connect our employees to our customers, suppliers, communities, and investors, helping them reach their full potential and creating a comprehensive workplace to address and exceed the challenges of our diverse world.
**Ready for an Easy Start?**
This is a low-stress role with great rewards. If you're reliable and willing to learn, we want you. Apply now!
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