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

Introduction to blithequark Are you ready to explore a world of possibilities, both at work and during your downtime? Join our blithequark family, and you'll 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. Feel free to advance both your personal and work life and jump start your career with a dynamic and industry-leading organization. About the Role blithequark 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 blithequark association. As a CSM, you will be responsible for driving operational excellence, ensuring a safe and high-performing activity, and delivering an exceptional customer experience. 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 on a case-by-case basis. Establish team and individual objectives in support of departmental and company goals; 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 deliver on 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, productivity, reliability, integrity, good faith, 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 organizational 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 that demonstrate your expertise in customer service and leadership. Ability to draw out the best performance in the workforce through proactive employee engagement and support for an inclusive workplace. Ability to effectively listen - concentrating on what others are saying, taking the time to understand the points being made, asking questions as appropriate. Decision-making ability to reason - using logic and analysis to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems. Solid problem-solving 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 We Offer At blithequark, we offer 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 well. And that's just the beginning, we also offer virtual doctor visits, flexible spending accounts, and more. 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. Diversity and Inclusion From the employees we hire to the customers we serve, inclusion and diversity are the foundation of the unique workforce at blithequark. Our 20+ Employee Business Resource Groups are focused on connecting our employees to our customers, suppliers, communities, and shareholders, helping employees 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? Feel free to be yourself at blithequark and join our team of dedicated professionals who are passionate about delivering exceptional customer service and operational excellence. Apply now to take the first step in your new career with blithequark! Apply for this job