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 leading a team of dedicated professionals. If you're passionate about customer service, leadership, and teamwork, this is the perfect opportunity to grow your expertise and become the best version of yourself.
**Why You'll Love This Job**
At arenaflex, we're not just looking for a Customer Service Manager; we're seeking a leader who embodies our core values of passion, commitment, efficiency, reliability, dependability, optimism, honesty, positivity, and loyalty. As a key member of our Domestic Airports Team within the Customer Experience Division, you will have the opportunity to:
* Develop and implement strategies to drive operational excellence and exceptional customer service
* Lead, engage, coach, and develop front-line team members to ensure a safe, high-performing operation
* Foster a culture of mutual respect, trust, responsibility, and core values that connects people and improves lives
* Collaborate with multi-functional departments and agencies to ensure a safe, efficient, on-time operation
* Utilize GS Realtime and other programs to identify and grant day of overtime, provide staffing inputs, and tour reports
* Embrace the fast-paced dynamic environment and be proactive and efficient with time management
**What You'll Do**
As a Customer Service Manager, your key responsibilities will include:
* Drives operational excellence while keeping a safety-conscious environment that promotes end-to-end exceptional customer service, resulting in employee and customer safety and well-being
* Be a safety advocate: Look for safety concerns and address them as needed
* Establish 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 fosters 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
* Ensure the ongoing safety and reliability of our operation by conducting self-audits, observations, root cause investigations, and other related safety engagements
* Promote effective communication among departments to engage our team to work together to achieve common goals
* Familiarity with Joint Collective Bargaining Agreement (JCBA) and ensure team members adhere to corporate policy/procedure
* 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 will need:
* High School diploma or GED Equivalency
* Previous airport customer service experience
* 2 years 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
* 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 United States residency requirement.
**What You'll Get**
As a valued member of the arenaflex team, you will enjoy:
* Travel Perks: Ready to explore the world? You, your family, and your friends can reach 365 destinations on more than 6,800 daily flights across our global network.
* Health Benefits: On day one, you'll have access to your health, dental, prescription, and vision benefits to help you stay well. And that's just the start, we also offer virtual doctor visits, flexible spending accounts, and more.
* Wellness Programs: We want you to be the best version of yourself – that's why our wellness programs provide you with all 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.
* Additional Benefits: Other great benefits include our Employee Assistance Program, pet insurance, and discounts on hotels, cars, cruises, and more
**Feel Free to Be Yourself at arenaflex**
From the team members we hire to the customers we serve, inclusion and diversity are the foundation of the dynamic workforce at arenaflex. Our 20+ Employee Business Resource Groups are focused on connecting our team members to our customers, suppliers, communities, and shareholders, helping team members reach their full potential and creating an inclusive work environment to meet and exceed the needs of our diverse world.
**Are You Ready to Feel a Tremendous Sense of Pride and Satisfaction?**
Join arenaflex today and become a part of a team that is dedicated to delivering exceptional customer experiences, ensuring the safety and well-being of our passengers, and leading the way in the airline industry. Apply now and take the first step towards a rewarding career with arenaflex.