Experienced Customer Service Manager – Aviation Industry

Join the arenaflex Family and Take Your Career to New Heights

Are you ready to embark on a journey that will challenge you, inspire you, and help you grow as a professional? Look no further than arenaflex, where we're passionate about delivering exceptional customer experiences and creating a workplace that's as dynamic as it is supportive. As a Customer Service Manager at arenaflex, you'll be at the forefront of our customer experience division, driving operational excellence and fostering a culture of innovation and collaboration.

Why You'll Love This Role

At arenaflex, we're committed to empowering our employees to reach their full potential. As a Customer Service Manager, you'll have the opportunity to develop your skills, knowledge, and leadership abilities within a fast-paced and ever-changing environment. You'll be part of a team that's passionate about delivering exceptional customer experiences, and you'll have the chance to make a real impact on our customers' lives.

Key Responsibilities

As a Customer Service Manager at arenaflex, you'll be responsible for:

• Driving operational excellence and ensuring a safe, high-performing work environment
• Leading, engaging, training, and developing front-line colleagues to achieve exceptional customer experiences
• Supporting your teams' work by creating a safe, stable work environment while delivering a remarkable customer experience
• Empowering a culture that fosters our front-line colleagues and cultivates mutual respect, trust, accountability, and integrity while connecting people and improving lives during our daily operations
• Being a security advocate: searching for safety concerns and addressing them on a case-by-case basis
• Establishing team and individual objectives aligned with departmental and organizational targets; mentoring and guiding front-line colleagues in skill development, customer care excellence, and company culture behaviors
• Laying out and advancing 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 to work together to achieve shared objectives
• Knowledge of Joint Collective Bargaining Agreement (JCBA) and ensuring colleagues adhere to corporate policy/procedure
• Embracing the fundamental values: (Energy, responsibility, productivity, reliability, trustworthiness, good faith, genuineness, inspiration, and reliability)
• Managing escalated service issues and being visible to colleagues when issues arise
• Conveying key corporate and local information to front-line 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 front-line colleagues and local association leaders

Favored Capabilities and Qualifications

* Education and earlier professional training

• Past airport customer service experience
• 3 years experience leading others
• Knowledge of organizational policies and procedures and functional automation applications
• Ability to extract the best performance in 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 fitting
• Decisive ability to reason - using reason 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 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 supporting our employees' well-being and success. As a Customer Service Manager, you'll have access to:

• 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 Family

At arenaflex, we're passionate about creating a workplace that's as diverse as it is inclusive. Our 20+ Employee Business Resource Groups are centered around connecting our employees to our customers, suppliers, communities, and investors, helping employees 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 the arenaflex family today and take your career to new heights. Apply Job! Apply for this job