At arenaflex, we're on a mission to revolutionize the way we interact with our customers, and we're looking for a seasoned Customer Support Manager to join our team. As a key member of our Customer Support department, you'll play a vital role in developing and maintaining strategic relationships with arenaflex Crewmembers, internal departments, and customers. If you're a motivated and results-driven leader with a passion for delivering exceptional customer experiences, we want to hear from you.
**About arenaflex**
arenaflex is a leading provider of innovative solutions and services that empower our customers to achieve their goals. With a strong commitment to customer satisfaction and a culture of excellence, we're dedicated to building long-term relationships with our customers and partners. Our team is passionate about delivering exceptional experiences, and we're looking for like-minded individuals to join our journey.
**Key Responsibilities**
As a Customer Support Manager at arenaflex, you'll be responsible for:
* Developing and maintaining strategic relationships with arenaflex Crewmembers, internal departments, and customers
* Coaching and mentoring Supervisors to support their engagement, growth, and goal achievement
* Leading a team of Supervisors and Crewmembers through the change cycle using effective change management practices
* Preparing and managing a budget, including plan variance research and reporting
* Maintaining engagement of the operation and providing support to Supervisors and Crewmembers when needed
* Collaborating with other Customer Support and arenaflex teams to build effective relationships of alignment and unity
* Participating in assessing and implementing tools affecting Crewmember performance, and training/retraining needs
* Resolving complex Crewmember and customer service issues
* Working with various departments to provide assistance in projects to move initiatives forward
* Taking Customer escalations and owning recovery as needed
* Other duties as assigned
**Essential Qualifications**
To be successful in this role, you'll need:
* A High School Diploma or General Education Development (GED) Diploma
* Five (5) years of customer service, sales, or airline experience, or three (3) years of JetBlue CEX experience
* Five (5) years of leadership or supervision experience, preferably in the Airline industry
* Excellent verbal and written communication skills
* Highly motivated individual, capable of taking initiative, flexible within a constantly changing environment
* Ability to effectively manage and prioritize multiple tasks
* Ability to work independently and in a high-pressure team environment
* Effective research skills, including the ability to analyze information, make determinations, and issue reports in accordance with Company guidelines
* Available for occasional overnight travel (10%)
* Flexible and able to work at any time, including nights, weekends, and holidays
* Proficient with the Microsoft Office Suite and Internet browsers
* Must pass a ten (10) year background check and pre-employment drug test
* Must be legally eligible to work in the country in which the position is located
* Authorization to work in the US is required. This position is not eligible for visa sponsorship
**Preferred Qualifications**
While not required, the following qualifications would be an asset:
* Bachelor's Degree
* Proficient with Sabre Interact
* Knowledge of Aspect Scheduling Suite
* Ability to fluently speak, read, write, and translate accordingly in Spanish (if applicable)
* Exceptional project and time management skills
**Crewmember Expectations**
As a member of our team, you'll be expected to:
* Regularly attend and be punctual
* Be available to work flexible hours and respond on short-notice
* Maintain a professional appearance
* Assist with light cleaning of the aircraft when working or traveling on arenaflex flights, and if time permits
* Exemplify the arenaflex values of Safety, Caring, Integrity, Passion, and Fun
* Promote arenaflex's #1 value of safety as a Safety Ambassador, supporting arenaflex's Safety Management System (SMS) components, Safety Policy, and behavioral standards
* Identify safety and/or security concerns, issues, incidents, or hazards that should be reported and report them whenever possible and by any means necessary, including arenaflex's confidential reporting systems (Aviation Safety Action Program (ASAP) or Safety Action Report (SAR))
**Work Environment**
You'll be working in a normal office environment, with occasional overnight travel required.
**Physical Effort**
This role requires minimal physical effort, with occasional lifting of up to 10 pounds.
**What We Offer**
As a valued member of our team, you'll enjoy:
* Competitive compensation and benefits package
* Opportunities for career growth and professional development
* Collaborative and dynamic work environment
* Recognition and rewards for outstanding performance
* Access to the latest technology and tools
* Flexible work arrangements and work-life balance
**How to Apply**
If you're a motivated and results-driven leader with a passion for delivering exceptional customer experiences, we want to hear from you. Apply now to join our team and be a part of arenaflex's journey to revolutionize the way we interact with our customers.
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