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 passionate about delivering exceptional customer experiences and fostering a culture of innovation and growth. As a seasoned Customer Service Manager, you'll play a vital role in shaping the future of our airline industry operations, driving excellence, and making a lasting impact on our customers and colleagues alike.
**Why You'll Love This Role**
At arenaflex, we're on a mission to revolutionize the way we deliver customer service, and we're looking for a talented and ambitious Customer Service Manager to join our team. As a key member of our Airports Group within the Customer Experience Division, you'll have the opportunity to:
* Drive operational excellence while maintaining a safety-conscious environment that elevates end-to-end exceptional customer care, resulting in employee and customer safety and well-being.
* Be a safety advocate: Identify and address safety concerns on a case-by-case basis.
* Establish team and individual objectives aligned with departmental and organizational targets; Mentor and guide frontline colleagues in skill development, customer care excellence, and company culture behaviors.
* Foster successful relationships with colleagues that cultivate empathy, legitimacy, trustworthiness, respect, and pride.
* Successfully allocate resources and provide suitable support to enable teams to achieve operational objectives in a safe manner.
* Ensure the continuous safety and reliability of our operations by conducting self-reviews, observations, root cause analyses, and other related safety commitments.
* Advance effective communication among departments to engage our team in working together to achieve shared objectives.
* Knowledge of Joint Collective Bargaining Agreement (JCBA) and ensure colleagues adhere to corporate policies/procedures.
* Embody the fundamental values: (Energy, accountability, productivity, reliability, trustworthiness, good faith, genuineness, inspiration, and reliability)
* Manage escalated service issues and be visible to colleagues when issues arise.
* Communicate 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 daily interactions with frontline colleagues and local association leaders.
**What You'll Do**
As a seasoned Customer Service Manager, you'll be responsible for:
* Driving functional excellence while maintaining a safety-conscious environment that elevates end-to-end exceptional customer care, resulting in employee and customer safety and well-being.
* Being a safety advocate: Identify and address safety concerns on a case-by-case basis.
* Establishing team and individual objectives aligned with departmental and organizational targets; Mentoring and guiding frontline colleagues in skill development, customer care excellence, and company culture behaviors.
* Fostering successful relationships with colleagues that cultivate empathy, legitimacy, trustworthiness, respect, and pride.
* Successfully allocating resources and providing suitable support to enable teams to achieve operational objectives in a safe 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 working together to achieve shared objectives.
* Knowledge of Joint Collective Bargaining Agreement (JCBA) and ensuring colleagues adhere to corporate policies/procedures.
* Embodying the fundamental values: (Energy, accountability, productivity, reliability, trustworthiness, good faith, genuineness, inspiration, and reliability)
* Managing escalated service issues and being visible to colleagues when issues arise.
* Communicating key corporate and local information to frontline leaders in a timely and effective manner. Setting the expectations and ensuring colleagues understand the why behind the focus/criticality.
* Ability to learn and apply association contract rules/regs in daily interactions with frontline colleagues and local association leaders.
**Essential Qualifications**
* Bachelor's degree
* 3 years of experience leading others
* Past airport customer service experience
* Knowledge of organization policies and procedures and functional automation applications
* 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
**Preferred Qualifications**
* Instruction and earlier professional training
* Past experience driving others
* Knowledge of organization arrangements and systems and functional automation applications
* Ability to draw out the best performance in the workforce through proactive worker commitment and support for a comprehensive work space
* 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 corrective action
* Solid critical thinking skills
* Ability to work rotating shifts, including weekends, holidays, and days off
* Ability to work additional hours when operational needs arise
* USPS clearance or ability to obtain USPS clearance (USPS has a five-year US residency requirement)
**What You'll Get**
As a valued member of our arenaflex team, you'll enjoy:
* Medical benefits: On the very first day, you'll have access to your health, dental, prescription, and vision benefits to help you stay well. 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 give you 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 Our Arenaflex Family**
From the colleagues we hire to the customers we serve, care and diversity are the foundation of the unique workforce at arenaflex. Our 20+ Employee Business Resource Groups are focused on connecting our colleagues to our customers, suppliers, communities, and investors, helping colleagues 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 huge sense of satisfaction and fulfillment as you do your part to keep the largest carrier in the world running smoothly as we care for people on life's journey? Join our arenaflex family today!
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