Are you ready to embark on a thrilling journey that combines your passion for customer service with your leadership skills? Look no further than arenaflex, a world-renowned airline that's always pushing the boundaries of excellence. As a Customer Service Manager – Airport Workforce Management, you'll be at the forefront of delivering exceptional customer experiences while ensuring the smooth operation of our airport workforce.
**Why Join arenaflex?**
At arenaflex, we're not just looking for a Customer Service Manager – we're looking for a leader who embodies our core values of passion, commitment, efficiency, reliability, dependability, optimism, honesty, positivity, and loyalty. If you're a goal-oriented individual who thrives in fast-paced environments and is passionate about safety, teamwork, leadership, and delivering quality products to our customers, front-line, and vendors, then this role is perfect for you.
**What You'll Do**
As a Customer Service Manager – Airport Workforce Management, you'll be responsible for driving operational excellence while maintaining a safety-conscious environment that promotes end-to-end exceptional customer service. Your key responsibilities will include:
* Drives operational excellence while keeping a safety-conscious environment that promotes end-to-end exceptional customer service, resulting in employee and customer safety and well-being
* Be a safety advocate: Look for safety concerns and address them as needed
* Establish team and individual goals in support of departmental and company objectives; Coaches and mentors frontline team members in skill development, customer service elevation and company culture behaviors
* Establishes and promotes effective relationships with team members that fosters compassion, authenticity, integrity, respect and dignity
* Effectively allocates resources and provides appropriate support to enable teams to deliver on operational goals in a safe manner
* Ensure the ongoing safety and reliability of our operation by conducting self-audits, observations, root cause investigations and other related safety engagements
* Promote effective communication among departments to engage our team to work together to achieve common goals.
* Familiarity with Joint Collective Bargaining Agreement (JCBA) and ensure team members adhere to corporate policy/procedure
* Embrace the core values: (Passion, commitment, efficiency, reliability, dependability, optimism, honesty, positivity, and loyalty)
* Ability to solve complex staffing issues with minimal oversight
* Strong communicator with all levels of the operation
* Can manage multiple software programs at the same time to quickly analyze the operation and determine best course of action throughout the day
* Coordinate assignments for frontline team members to dynamically work flights at gates
* Utilizes GS Realtime and other programs (i.e. Prime, GETNG, SABRE) to identify and grant day of overtime, provide staffing inputs and tour reports
* Being proactive and efficient with time management
* Ability to work extra hours when there are operational needs
* Ability to work rotating shifts including weekends, holidays and days-off
**All You'll Need for Success**
To excel in this role, you'll need:
* High School diploma or GED Equivalency
* Previous airport customer service experience (preferred)
* 2 years experience leading others (preferred)
* Knowledge of company policies and procedures and functional automation applications (preferred)
* Ability to bring out the best performance in the workforce through proactive employee engagement and support for an inclusive working environment
* Ability to actively listen - giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate
* Critical thinking ability - using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems
* Ability to monitor and assess performance of self, team members and the operation to make improvements or take corrective action.
* Strong decision making skills
* Ability to work independently as well as collaboratively
* Ability to work under demanding operational conditions
* Ability to prioritize and execute with a sense of urgency and preciseness
* 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 agencies to ensure essential needs 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 United States residency requirement.
**What You'll Get**
As a valued member of the arenaflex team, you'll enjoy a wide range of benefits, including:
* Travel Perks: Ready to explore the world? You, your family and your friends can reach 365 destinations on more than 6,800 daily flights across our global network.
* Health Benefits: On day one, you'll have access to your health, dental, prescription and vision benefits to help you stay well. And that's just the start, we also offer virtual doctor visits, flexible spending accounts and more.
* Wellness Programs: We want you to be the best version of yourself – that's why our wellness programs provide you with all 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.
* Additional Benefits: Other great benefits include our Employee Assistance Program, pet insurance and discounts on hotels, cars, cruises and more
**Feel Free to Be Yourself at arenaflex**
At arenaflex, we believe that diversity and inclusion are the foundation of a dynamic workforce. Our 20+ Employee Business Resource Groups are focused on connecting our team members to our customers, suppliers, communities and shareholders, helping team members reach their full potential and creating an inclusive work environment to meet and exceed the needs of our diverse world.
**Are You Ready to Join the arenaflex Team?**
If you're a motivated and results-driven individual who is passionate about delivering exceptional customer experiences, then we want to hear from you. Apply now to become a part of the arenaflex team and start your journey to success.
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