Experienced Customer Service Manager – Airline Industry Operations

Are you ready to embark on a thrilling journey with a world-renowned airline, where you'll have the opportunity to develop your skills, knowledge, and leadership within a dynamic organization? Look no further than arenaflex, where we're seeking an exceptional Customer Service Manager to join our team. As a key member of our Airports Group within the Customer Experience Division, you'll play a vital role in driving operational excellence, ensuring a safe and high-performing work environment, and delivering exceptional customer experiences.

Why You'll Love This Role

At arenaflex, we're passionate about fostering a culture that values diversity, inclusion, and collaboration. As a Customer Service Manager, you'll have the chance to:

• Drive operational greatness while maintaining a safety-conscious climate that elevates end-to-end exceptional customer care, 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 and advance successful relationships with colleagues that cultivate empathy, legitimacy, trustworthiness, respect, and pride.
• Successfully allocate resources and provide suitable support to empower 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.

Key Responsibilities

As a Customer Service Manager, your primary responsibilities will include:

• Driving functional greatness while maintaining a safety-conscious climate that elevates end-to-end exceptional customer care, resulting in employee and customer safety and well-being.
• Being a safety advocate: Search for safety concerns and address them on a case-by-case basis.
• Establishing and advancing successful relationships with colleagues that cultivate empathy, legitimacy, trustworthiness, respect, and pride.
• Successfully allocating resources and providing suitable support to empower teams to achieve functional 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 in working together to achieve shared objectives.
• Knowledge of Joint Collective Bargaining Agreement (JCBA) and ensuring colleagues adhere to corporate policies/procedures.
• Embracing the fundamental values: (Energy, responsibility, productivity, reliability, trustworthiness, good faith, genuineness, inspiration, and reliability)
• Overseeing escalated service issues and being visible to colleagues when issues arise.
• Conveying 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.

Essential Qualifications

To be successful in this role, you'll need:

• A Bachelor's Degree
• 3 years of experience leading others
• Knowledge of organization policies and procedures and functional automation applications
• 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 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
• Knowledge of Microsoft Office, including Word, Excel, PowerPoint, and Outlook
• 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

Preferred Qualifications

While not required, the following qualifications are highly desirable:

• Past airport customer service experience
• Instruction and earlier professional training
• Knowledge of organization arrangements and systems and functional automation applications

What You'll Get

As a valued member of our team, you'll enjoy:

• Competitive salary
• Medical benefits: On the very first day, you'll have access to your health, dental, prescription, and vision benefits to help you stay well. 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 Our Arenaflex Family

At arenaflex, we're committed to fostering a culture that values diversity, inclusion, and collaboration. Our 20+ Employee Business Resource Groups are focused on 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 our arenaflex family today! Apply Job! Apply for this job