Experienced Full Stack Customer Service Manager – Airline Operations and Client Experience

Are you ready to embark on a journey that will take you to new heights, challenge your skills, and help you grow as a professional? Look no further than arenaflex, the world's largest airline, where we're not just looking for employees, we're looking for partners who share our passion for delivering exceptional customer service and making a difference in people's lives. As a Customer Service Manager at arenaflex, you'll be part of a dynamic team that's dedicated to providing a safe, efficient, and enjoyable travel experience for our customers. You'll be responsible for leading a team of customer service representatives, driving operational excellence, and fostering a culture of collaboration, innovation, and continuous improvement.

Why you'll love this job

At arenaflex, we're committed to creating a workplace that's inclusive, diverse, and supportive of our employees' personal and professional growth. As a Customer Service Manager, you'll have the opportunity to:

• Develop your leadership skills and become a role model for your team
• Drive operational excellence and ensure a safe, efficient, and enjoyable travel experience for our customers
• Foster a culture of collaboration, innovation, and continuous improvement
• Work with a talented team of professionals who share your passion for delivering exceptional customer service
• Enjoy a comprehensive benefits package, including medical, dental, vision, and prescription coverage, as well as access to virtual doctor visits, flexible spending accounts, and more
• Participate in our 401(k) program and enjoy employer contributions after one year of service
• Take advantage of our Employee Assistance Program, pet insurance, and discounts on hotels, cars, travel, and more

What you'll do

As a Customer Service Manager at arenaflex, your responsibilities will include:

• Drives functional 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 safety concerns and address them 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
• Establish and advance successful relationships with colleagues that foster empathy, legitimacy, trustworthiness, respect, and pride
• Successfully allocate resources and provide suitable support to enable teams to achieve functional 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 to work together to achieve shared objectives
• Knowledge of Joint Collective Bargaining Agreement (JCBA) and ensure colleagues adhere to corporate policy/procedure
• Embody the fundamental values: (Energy, accountability, productivity, reliability, trustworthiness, integrity, authenticity, inspiration, and dependability
• Oversee escalated service issues and be visible to colleagues when issues arise
• Convey key corporate and local information to frontline leaders in a productive and effective way. Set the expectations and ensure colleagues understand the why behind the focus/criticality
• Ability to learn and apply association contract rules/regs in daily communications with frontline colleagues and local association leaders

Favored Capabilities and Qualifications

* 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

Abilities, Licenses, and Certifications

* 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, creating time to understand the points being made, asking questions as appropriate
• 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 enhancements or take remedial action
• Strong critical thinking skills
• 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
• Ability to facilitate station activities and collaborate with multi-functional departments and offices to ensure essential requirements are met for a safe, efficient, on-time operation
• 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

At arenaflex, we're committed to creating a workplace that's inclusive, diverse, and supportive of our employees' personal and professional growth. As a Customer Service Manager, 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 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 of service
• Extra Benefits: Other great benefits include our Employee Assistance Program, pet insurance, and discounts on hotels, cars, travel, and more

Join the arenaflex team today

If you're ready to take your career to new heights and join a team that's passionate about delivering exceptional customer service, apply now to become a Customer Service Manager at arenaflex. Apply for this job