Experienced Customer Service Manager – Airline Industry Leader in Client Experience and Operational Excellence

Introduction to arenaflex Imagine a career where you can explore a world of possibilities, both at work and during your downtime. At arenaflex, we offer a unique opportunity to venture to the far corners of the planet, develop your skills, and become the best version of yourself. As you embark on a new journey, you'll handle challenges with flexibility and ease, acquiring new skills and propelling your career while having a great time. Take the leap and advance both your personal and professional life with a company that values your growth and well-being. Why You'll Love This Job arenaflex is seeking a goal-oriented Customer Service Manager (CSM) who wants to elevate their experience, knowledge, and leadership within the organization. With our leadership program, you will be able to develop yourself to be the best leader you can be in the arenaflex team. As a CSM, you will drive operational excellence, ensure a safe and high-performing activity, and deliver an exceptional customer experience. You will be empowered by a fast-paced and dynamic environment and be passionate about safety, teamwork, leadership, and delivering a quality product to our customers. Key Responsibilities Drive operational excellence while maintaining a safety-conscious environment that promotes end-to-end exceptional customer care, resulting in employee and customer safety and well-being. Be a safety advocate: Identify safety concerns and address them promptly. Establish team and individual goals in support of departmental and company objectives; mentor and coach frontline colleagues in skill development, customer care enhancement, and company culture behaviors. Establish and promote effective relationships with colleagues that foster empathy, legitimacy, trustworthiness, respect, and pride. Effectively allocate resources and provide appropriate support to enable teams to meet operational objectives in a safe manner. Ensure the ongoing safety and reliability of our operation by conducting self-assessments, observations, root cause analyses, and other related safety engagement. Promote effective communication among departments to engage our team to work together to achieve shared objectives. Knowledge of Joint Collective Bargaining Agreement (JCBA) and ensure colleagues adhere to corporate policy/strategy. Embody the core values: (Energy, accountability, efficiency, reliability, integrity, sincerity, authenticity, motivation, and reliability. Manage escalated service issues and be visible to your colleagues when issues arise. Convey key corporate and local information to frontline leaders in an efficient and effective manner. Set the expectations and ensure colleagues understand the why behind the focus/criticality. Ability to learn and apply organization contract rules/regs in daily interactions with frontline colleagues and local union leaders. Essential Qualifications To be successful in this role, you will need: A Bachelor's Degree. 3 years of experience leading others. Past airport customer service experience is preferred. Knowledge of organization policies and procedures and functional automation applications. Preferred Qualifications In addition to the essential qualifications, we are looking for candidates with: Abilities, Licenses, and Certifications: Ability to draw out the best performance in the workforce through proactive employee engagement and support for an inclusive workplace. Strong critical thinking skills. Ability to work independently as well as collaboratively. Ability to work under demanding operational circumstances. Ability to prioritize and execute with a sense of urgency and accuracy. Ability to use sound business judgment to resolve issues with internal and external customers. Ability to coordinate 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. What You'll Get At arenaflex, we offer a comprehensive benefits package, including: Medical benefits: On the very first day, you'll have access to your health, dental, prescription, and vision benefits to help you stay well. Wellness Programs: We want you to be your best self - that's why our wellness programs provide you with the right tools, resources, and support you need. 401(k) Program: Available upon enrollment and, depending on the workgroup, employer contributions to your 401(k) program are available after one year. Additional Benefits: Other great benefits include our Employee Assistance Program, pet insurance, and discounts on hotels, cars, cruises, and more. Be Yourself at arenaflex From the colleagues we hire to the customers we serve, inclusion and diversity are the foundation of the unique workforce at arenaflex. Our 20+ Employee Business Resource Groups are focused on connecting our colleagues to our customers, suppliers, communities, and shareholders, helping colleagues reach their full potential and creating an inclusive workplace to address and exceed the challenges of our diverse world. Conclusion Are you ready to feel a tremendous sense of pride and fulfillment as you do your part to keep the largest airline in the world running smoothly as we care for people on life's journey? Join us at arenaflex and be yourself in a dynamic and inclusive environment that values your growth, well-being, and success. Apply now and take the first step towards an exciting and rewarding career with a leader in the airline industry. Apply for this job