Join arenaflex, a world-renowned airline, and embark on a journey that will take you to new heights. As a Customer Service Manager, you will be at the forefront of delivering exceptional customer experiences, ensuring the safety and well-being of our passengers, and fostering a culture of excellence within our airport workforce management team. If you're a goal-oriented leader with a passion for customer service, teamwork, and leadership, we invite you to explore this exciting opportunity.
**Why You'll Love This Job**
At arenaflex, we're committed to developing our team members to become the best leaders they can be. As a Customer Service Manager, you'll have the opportunity to:
* Lead and engage our front-line team members to deliver exceptional customer experiences
* Develop and implement strategies to ensure a safe, high-performing operation
* Foster a culture of mutual respect, trust, and responsibility among team members
* Collaborate with cross-functional teams to achieve common goals
* Enjoy a dynamic and fast-paced work environment with opportunities for growth and development
**Key Responsibilities**
As a Customer Service Manager, you will be responsible for:
* Drives operational excellence while maintaining a safety-conscious environment that promotes end-to-end exceptional customer service
* Establishes team and individual goals in support of departmental and company objectives
* Coaches and mentors frontline team members in skill development, customer service elevation, and company culture behaviors
* Establishes and promotes effective relationships with team members that foster compassion, authenticity, integrity, respect, and dignity
* Effectively allocates resources and provides appropriate support to enable teams to deliver on operational goals in a safe manner
* Ensures the ongoing safety and reliability of our operation by conducting self-audits, observations, root cause investigations, and other related safety engagements
* Promotes effective communication among departments to engage our team to work together to achieve common goals
* Familiarity with Joint Collective Bargaining Agreement (JCBA) and ensures team members adhere to corporate policy/procedure
* Embracing the core values: Passion, commitment, efficiency, reliability, dependability, optimism, honesty, positivity, and loyalty
* Ability to solve complex staffing issues with minimal oversight
* Strong communicator with all levels of the operation
* Can manage multiple software programs at the same time to quickly analyze the operation and determine the best course of action throughout the day
* Coordinate assignments for frontline team members to dynamically work flights at gates
* Utilizes GS Realtime and other programs (i.e., Prime, GETNG, SABRE) to identify and grant day of overtime, provide staffing inputs, and tour reports
* Being proactive and efficient with time management
* Ability to work extra hours when there are operational needs
* Ability to work rotating shifts, including weekends, holidays, and days-off
**All You'll Need for Success**
To excel in this role, you'll need:
* High School diploma or GED Equivalency
* Previous airport customer service experience
* 2 years of experience leading others
* Knowledge of company policies and procedures and functional automation applications
* Ability to bring out the best performance in the workforce through proactive employee engagement and support for an inclusive working environment
* Ability to actively listen, giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate
* Critical thinking ability, using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems
* Ability to monitor and assess performance of self, team members, and the operation to make improvements or take corrective action
* Strong decision-making skills
* Ability to work independently as well as collaboratively
* Ability to work under demanding operational conditions
* Ability to prioritize and execute with a sense of urgency and preciseness
* Ability to use sound business judgment to resolve issues with internal and external customers
* Ability to coordinate station activities and collaborate with multi-functional departments and agencies to ensure essential needs are met for a safe, efficient, on-time operation
* Knowledge of Microsoft Office, including Word, Excel, PowerPoint, Outlook, etc.
* Has USPS clearance or the ability to obtain USPS clearance. USPS has a five-year United States residency requirement.
**What You'll Get**
As a valued member of our team, you'll enjoy:
* Travel Perks: Explore the world with our global network of over 6,800 daily flights across 365 destinations
* Health Benefits: Access to comprehensive health, dental, prescription, and vision benefits on day one
* Wellness Programs: Stay well with our wellness programs, providing you with the right tools, resources, and support
* 401(k) Program: Available upon hire, with employer contributions available after one year
* Additional Benefits: Enjoy our Employee Assistance Program, pet insurance, and discounts on hotels, cars, cruises, and more
**Feel Free to Be Yourself at arenaflex**
At arenaflex, we're committed to creating an inclusive work environment where everyone feels valued and respected. Our 20+ Employee Business Resource Groups connect our team members to our customers, suppliers, communities, and shareholders, helping team members reach their full potential.
**About arenaflex**
arenaflex is a world-renowned airline with a rich history of innovation and excellence. We're committed to delivering exceptional customer experiences, fostering a culture of safety, and promoting diversity and inclusion. Join us, and you'll be part of a dynamic team that's shaping the future of air travel.
**Apply Now**
Ready to take your career to new heights? Apply now to become a Customer Service Manager at arenaflex.
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