Are you ready to embark on a journey that will take you to new heights, both personally and professionally? Do you thrive in a fast-paced environment where no two days are ever the same? Look no further than arenaflex, where we're seeking a results-driven Customer Service Manager to join our team.
As a Customer Service Manager at arenaflex, you'll be part of a dynamic team that's dedicated to delivering exceptional customer experiences while ensuring the highest levels of safety and quality. You'll have the opportunity to develop your skills, knowledge, and leadership abilities within a supportive and inclusive environment. Our team is passionate about making a positive impact on our customers' lives, and we're looking for someone who shares our commitment to excellence.
**Why you'll love this role**
At arenaflex, we're not just looking for a Customer Service Manager – we're looking for a leader who can inspire and motivate our team to deliver outstanding results. As a Customer Service Manager, you'll have the opportunity to:
* Drive operational excellence while maintaining a safety-conscious environment that prioritizes employee and customer well-being
* Foster a culture of continuous learning and development, where our team members can grow and thrive
* Collaborate with cross-functional teams to achieve shared goals and objectives
* Develop and implement effective strategies to improve customer satisfaction and loyalty
* Stay up-to-date with industry trends and best practices, and apply that knowledge to drive business results
**What you'll do**
As a Customer Service Manager at arenaflex, your primary responsibilities will include:
* Driving functional excellence while maintaining a safety-conscious environment that prioritizes employee and customer well-being
* Being a safety advocate: identifying and addressing safety concerns on a case-by-case basis
* Establishing and advancing successful relationships with colleagues that foster empathy, legitimacy, trustworthiness, respect, and pride
* Successfully allocating resources and providing suitable support to empower teams to achieve functional objectives in a safe and efficient manner
* Ensuring the continuous safety and reliability of our operations by conducting self-reviews, observations, root cause analyses, and other related safety commitments
* Advancing effective communication among departments to engage our team in achieving shared objectives
* Knowledge of Joint Collective Bargaining Agreement (JCBA) and ensuring colleagues adhere to corporate policies and procedures
* 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 timely 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 everyday communications with frontline colleagues and local association leaders
**Favored Capabilities and Qualifications**
While we're open to considering candidates with a variety of backgrounds and experiences, we're particularly interested in those who possess:
* Instruction and earlier professional training
* Past airport customer service experience
* 3 years of experience leading others
* Knowledge of organizational systems and processes 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 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 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
* Knowledge of Microsoft Office, including Word, Excel, PowerPoint, and Outlook
* 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 our team, you'll enjoy 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 healthy. 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 provide you with 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 customers, 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 sense of pride 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 us at arenaflex and be yourself.
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