At arenaflex, we're committed to delivering exceptional customer experiences that exceed our passengers' expectations. As a Customer Service Supervisor in our Ground Operations team, you'll play a vital role in ensuring the smooth operation of our airport stations, providing top-notch service to our customers, and fostering a positive work environment for our employees. If you're a motivated leader with a passion for customer service and a knack for problem-solving, we want to hear from you!
**About arenaflex**
arenaflex is a leading airline that connects people to what matters most in their lives through friendly, reliable, and low-cost air travel. Our commitment to customer satisfaction, safety, and employee well-being has earned us a reputation as one of the most beloved airlines in the industry. As a member of our team, you'll be part of a dynamic and inclusive culture that values creativity, innovation, and teamwork.
**Job Summary**
As a Customer Service Supervisor, you'll be responsible for leading and training a team of Customer Service Agents, Operations Agents, and Skycaps at our airport station. Your primary focus will be on ensuring the safe and efficient operation of our ground operations, providing exceptional customer service, and promoting a positive work environment. You'll work closely with various departments to maintain on-time performance, employee morale, and customer satisfaction. If you're a strategic thinker with excellent communication and leadership skills, we encourage you to apply for this exciting opportunity.
**Key Responsibilities**
* Lead and train a team of Customer Service Agents, Operations Agents, and Skycaps to ensure excellent customer service and efficient ground operations
* Coordinate with various departments to maintain on-time performance, employee morale, and customer satisfaction
* Respond to and resolve customer questions, requests, or complaints in a timely and professional manner
* Oversee day-to-day airport operations to create a safe, secure, and legally compliant service-conscious environment
* Meet or exceed performance goals through effective decision-making and leadership
* Assign and track agents for training compliance and ensure accurate delay coding
* Work with staff planning to build bids that align with departmental hourly goals
* Perform administrative duties, such as building shift bids, closing bids, daily work assignments, daily payroll, and attendance reports
* Ensure proper administration of labor contracts or agreements, emphasizing minimal labor disputes
* May perform other job duties as directed by Employee's Leaders
**Essential Qualifications**
* Fully functioning knowledge in Airlines Operation Management and Customer Service
* Ability to obtain a SIDA (Secured Identification Display Area) badge and meet all local airport requirements
* Ability to obtain GSC (Ground Security Coordinator) qualification and comply with DOT (Department of Transportation) drug and alcohol testing program
* Must be able to lift and move items of 70 pounds and/or more on a regular basis and repetitively lift weights of 40 to 50 pounds on raised surfaces
* Ability to perform assigned duties with potential exposure to excessive noise, vibration, and/or sensory conditions
* Ability to perform assigned duties in outdoor and inclement weather conditions
* Must maintain a well-groomed appearance per Company appearance standards as described in established guidelines
* Must be a U.S. citizen or have the authorization to work in the United States as defined by the Immigration Reform Act of 1986
* Must be at least 18 years of age
* Must be able to comply with Company attendance standards as described in established guidelines
**Preferred Qualifications**
* Knowledge of principles and processes for providing customer and personal services, including customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction
* Knowledge of applicable Collective Bargaining Agreements and their applications
* Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources
* Skilled in using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems
* Ability to shift back and forth between two or more activities or sources of information (such as speech, sounds, touch, or other sources)
* Ability to apply general rules to specific problems to produce answers that make sense
* Ability to recognize and address performance and safety concerns in a timely manner
**Skills and Competencies**
* Excellent leadership and communication skills
* Ability to work in a fast-paced environment with multiple priorities and deadlines
* Strong problem-solving and analytical skills
* Ability to adapt to changing situations and priorities
* Strong customer service skills, with a focus on providing exceptional experiences
* Ability to work effectively in a team environment
* Strong organizational and time management skills
* Ability to maintain confidentiality and handle sensitive information
**Career Growth Opportunities and Learning Benefits**
At arenaflex, we're committed to helping our employees grow and develop their careers. As a Customer Service Supervisor, you'll have opportunities to:
* Participate in continuous learning and development programs to enhance your leadership and customer service skills
* Collaborate with other departments to share best practices and improve processes
* Take on additional responsibilities and challenges to advance your career
* Receive feedback and coaching from your leaders to help you grow and develop
**Work Environment and Company Culture**
Our airport station is a dynamic and fast-paced environment that requires flexibility and adaptability. As a Customer Service Supervisor, you'll work closely with our team to ensure the safe and efficient operation of our ground operations. We're committed to providing a positive work environment that values:
* Diversity and inclusion
* Creativity and innovation
* Teamwork and collaboration
* Customer satisfaction and loyalty
* Employee well-being and development
**Compensation, Perks, and Benefits**
As a Customer Service Supervisor, you'll enjoy a competitive salary, benefits, and perks, including:
* Pay of $34.94 to $36.39 per hour*, depending on qualifications and experience
* Opportunities for overtime and shift premiums
* For eligible Leadership and individual contributor roles, additional bonus opportunities are available and awarded at the discretion of the Company
* Fly for free, as a privilege, on any open seat on all arenaflex flights (your eligible dependents too)
* arenaflex will help fund your Retirement Savings Plan with Company contributions up to 9.3% of your eligible earnings**
* Potential for annual ProfitSharing contribution in the arenaflex Retirement Savings Plan- when arenaflex profits, you profit***
* Competitive health insurance for you and your eligible dependents (including pets)
* arenaflex offers health plan coverage options that start from the very first day of employment. You will have 30 days to select and enroll in your health plan with coverage retroactively available to your first day of employment.
**How to Apply**
If you're a motivated leader with a passion for customer service and a knack for problem-solving, we encourage you to apply for this exciting opportunity. Please submit your application through our website, including your resume, cover letter, and any relevant certifications or qualifications. We can't wait to hear from you!
*Pay amount does not guarantee employment for any particular period of time.
**401(k) match contributions are subject to the plan's vesting schedule and applicable IRS limits.
***ProfitSharing contributions are subject to plan's vesting schedule and are made at the discretion of the Company.
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