Are you ready to embark on a journey that will take you to new heights, both personally and professionally? Look no further than arenaflex, where we're not just looking for exceptional customer service skills, but also a passion for delivering an unparalleled experience to our clients. As a Customer Service Manager at arenaflex, you'll be part of a dynamic team that's dedicated to making a difference in the lives of our customers, while also fostering a culture of innovation, collaboration, and growth.
**Why you'll love this role**
At arenaflex, we're committed to empowering our employees to reach their full potential, and we're looking for a Customer Service Manager who shares our vision. As a key member of our Airports Group within the Client Experience Division, you'll have the opportunity to drive operational excellence, while ensuring a safe and healthy work environment for our employees and customers. With our robust leadership program, you'll be able to develop your skills, knowledge, and expertise, and become the best leader you can be.
**What you'll do**
As a Customer Service Manager at arenaflex, your primary responsibilities will include:
* **Driving operational excellence**: You'll be responsible for ensuring a safe, high-performing work environment by driving, engaging, training, and developing our frontline employees. You'll support your teams' work by creating a safe, stable work environment while delivering a remarkable customer experience.
* **Being a safety advocate**: You'll search for safety concerns and address them on a case-by-case basis, ensuring that our employees and customers are protected and secure.
* **Setting team and individual goals**: You'll establish group and individual objectives aligned with departmental and organizational targets, mentoring and guiding frontline employees in skill development, customer care, and company culture behaviors.
* **Building successful relationships**: You'll establish and advance successful relationships with colleagues that foster empathy, legitimacy, trustworthiness, respect, and pride.
* **Resource allocation**: You'll successfully distribute resources and provide suitable support to empower teams to achieve functional objectives in a safe manner.
* **Continuous improvement**: You'll ensure the continuous safety and reliability of our operations by conducting self-reviews, observations, root cause analyses, and other related safety commitments.
* **Effective communication**: You'll advance effective communication among departments to engage our team to achieve shared objectives.
* **Knowledge of JCBA and corporate policies**: You'll have knowledge of the Joint Collective Bargaining Agreement (JCBA) and ensure that colleagues adhere to corporate policies and procedures.
* **Embracing our core values**: You'll embody our fundamental values: energy, responsibility, productivity, reliability, trustworthiness, good faith, genuineness, inspiration, and reliability.
* **Managing escalated issues**: You'll manage escalated service issues and be visible to your colleagues when issues arise.
* **Communicating key information**: You'll convey key corporate and local information to frontline leaders in a productive and effective way, setting expectations and ensuring colleagues understand the why behind the focus/criticality.
* **Learning and applying association contract rules/regs**: You'll have the capacity to learn and apply association contract rules/regs in everyday communications with frontline employees and local association leaders.
**Favored capabilities and qualifications**
While we're looking for exceptional customer service skills, we're also interested in candidates with:
* **Instruction and earlier professional training**: Past experience in customer service, leadership, or a related field.
* **Past airport customer service experience**: Experience working in a fast-paced, customer-facing environment.
* **3 years experience leading others**: Proven leadership skills, with a track record of driving teams to achieve exceptional results.
* **Knowledge of organizational systems and functional automation applications**: Familiarity with organizational systems, processes, and automation tools.
* **Ability to draw out the best performance in the workforce**: Proactive worker engagement and support for a comprehensive work environment.
* **Ability to effectively listen**: Concentrating on what others are saying, carving out time to understand the points being made, and asking questions as needed.
* **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 performance**: Screening and reviewing the performance of self, colleagues, and the operation to make enhancements or take remedial action.
* **Strong critical thinking skills**: Ability to analyze complex situations, identify key issues, and develop effective solutions.
* **Ability to work independently and collaboratively**: Flexibility to work in a team environment, while also being able to work independently when needed.
* **Ability to work under demanding operational circumstances**: Capacity to work in a fast-paced, dynamic environment, with multiple priorities and deadlines.
* **Ability to focus and execute with a need to get moving and accuracy**: Prioritizing tasks, managing multiple projects, and delivering high-quality results.
* **Ability to use sound business judgment**: Determining issues with internal and external clients, using sound business judgment to resolve problems.
* **Ability to facilitate station activities and collaborate with multi-functional departments and offices**: Ensuring that essential requirements are met for a safe, efficient, on-time operation.
* **Knowledge of Microsoft Office**: Familiarity with Microsoft Office applications, including Word, Excel, PowerPoint, and Outlook.
* **USPS eligibility or ability to obtain USPS eligibility**: Ability to work in a USPS environment, with a five-year US residency requirement.
* **Ability to work additional hours**: Willingness to work flexible hours, including evenings, weekends, and holidays.
* **Ability to work rotating shifts**: Flexibility to work a variety of shifts, including days, evenings, and nights.
**What you'll get**
As a Customer Service Manager at arenaflex, you'll enjoy a comprehensive benefits package, including:
* **Medical benefits**: Access to health, dental, prescription, and vision benefits, as well as virtual doctor visits, flexible spending accounts, and more.
* **Health programs**: Access to health programs that provide the tools, resources, and support you need to be your best self.
* **401(k) program**: Access to a 401(k) program, with employer contributions available after one year.
* **Additional benefits**: Other great benefits, including our Employee Assistance Program, pet insurance, and discounts on hotels, cars, travel, and more.
**Join our team**
At arenaflex, we're committed to creating a workplace that's inclusive, diverse, and supportive of our employees' needs. 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 establishing a comprehensive workplace that addresses and exceeds the challenges of our diverse world.
**Ready to take on a new challenge?**
If you're ready to feel a sense of pride and fulfillment as you do your part to keep the world's largest airline running smoothly, while caring for people on life's journey, then we want to hear from you. Apply now to join our team and start your journey with arenaflex.
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