Experienced Customer Service Manager – Airline Operations and Client Experience

Join the arenaflex family, a world-renowned airline that's pushing the boundaries of innovation and customer satisfaction. As a seasoned Customer Service Manager, you'll be at the forefront of delivering exceptional experiences to our clients, while fostering a culture of excellence within our organization. With a competitive hourly rate of $25, you'll have the opportunity to grow your skills, knowledge, and leadership abilities in a dynamic and supportive environment.

About arenaflex

arenaflex is a leading airline that's committed to providing unparalleled customer experiences. With a rich history of innovation and a passion for excellence, we're constantly striving to improve our services and exceed our clients' expectations. Our unique culture is built on the principles of energy, responsibility, productivity, reliability, trustworthiness, good faith, genuineness, inspiration, and reliability. As a member of our team, you'll be part of a diverse and inclusive workforce that's dedicated to making a positive impact on the world.

Why You'll Love This Role

As a Customer Service Manager at arenaflex, you'll have the opportunity to:

• Drive operational excellence and ensure a safe, high-performing work environment
• Lead, engage, train, and develop front-line colleagues to deliver exceptional customer experiences
• Support your teams' work by creating a safe, stable environment while conveying a remarkable customer experience
• Be empowered by a fast-paced, unique climate and enthusiastic about health, collaboration, leadership, and delivering a quality product to our clients, frontline, and vendors
• Empower a climate that fosters our frontline colleagues and cultivates mutual respect, trust, accountability, and guiding principles while interfacing individuals and improving lives during our daily activity

Key Responsibilities

As a Customer Service Manager, you'll be responsible for:

• Driving functional excellence while maintaining a safety-conscious climate that elevates end-to-end exceptional customer care, resulting in employee and customer safety and well-being
• Being a safety advocate: Search for safety concerns and address them on a case-by-case basis
• Establishing team and individual objectives aligned with departmental and organizational targets; Mentoring and guiding frontline colleagues in skill development, customer care excellence, and company culture behaviors
• Laying out and advancing successful relationships with colleagues that cultivate 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 leading self-reviews, observations, root cause analyses, and other related safety commitments
• Advancing effective communication among departments to engage our team to collaborate to achieve shared objectives
• Knowledge of Joint Collective Bargaining Agreement (JCBA) and ensuring colleagues adhere to corporate policy/procedure
• 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

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
• Ability to extract the best performance from 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 strengths and weaknesses 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
• 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

As a valued member of the arenaflex team, you'll enjoy:

• 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
• 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 the arenaflex Family

At arenaflex, we're committed to creating a workplace that's inclusive, diverse, and supportive. Our 20+ Employee Business Resource Groups are focused on connecting our employees to our clients, suppliers, networks, 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 tremendous sense of satisfaction and fulfillment as you do your part to keep the world's largest carrier running smoothly as we care for people on life's journey? Join the arenaflex family today and be part of something amazing! Apply Job! Apply for this job