Join the arenaflex family, a world-renowned airline company, and embark on a journey of growth, development, and unparalleled customer service. As a seasoned Customer Service Manager, you will be at the forefront of delivering exceptional experiences to our valued clients, while fostering a culture of excellence, teamwork, and innovation within our organization.
**Why You'll Love This Role**
arenaflex is seeking a results-driven Customer Service Manager who is passionate about elevating the customer experience, driving operational excellence, and promoting a positive work environment. With our comprehensive leadership development program, you will have the opportunity to develop your skills, knowledge, and expertise, while making a meaningful impact on our organization's success.
As a Customer Service Manager, you will be responsible for leading a team of customer-facing professionals, ensuring a safe, high-performing work environment, and delivering exceptional customer experiences. You will be empowered by a dynamic, fast-paced work environment and enthusiastic about collaboration, leadership, and delivering quality products and services to our clients.
**Key Responsibilities**
* Drive operational excellence while maintaining a safety-conscious environment that elevates end-to-end exceptional customer service, 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 service excellence, and company culture behaviors.
* Establish and promote successful relationships with colleagues that foster 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, responsibility, 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.
* Preferred Capabilities:
+ Instruction and earlier professional training
+ Past airport customer service experience
+ 3 years experience leading others
+ Knowledge of organizational policies and procedures and functional automation applications.
**Essential and Preferred Qualifications**
* 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 corrective action.
* Strong critical thinking skills
* Ability to work independently as well as collaboratively
* Ability to work under demanding operational circumstances
* Ability to focus 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 to include Word, Excel, PowerPoint, Outlook, etc.
* 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**
Join the arenaflex family and enjoy:
* 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 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 the arenaflex Team**
From the colleagues we hire to the clients 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 clients, 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 tremendous sense of satisfaction 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 the arenaflex team and be yourself.
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