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

Are you a seasoned leader with a passion for delivering exceptional customer experiences? Do you thrive in fast-paced environments where no two days are ever the same? If so, we invite you to join the arenaflex family as a Customer Service Manager, where you'll have the opportunity to grow your skills, knowledge, and network while making a real impact on the lives of our customers.

About arenaflex

arenaflex is a leading airline that prides itself on its commitment to innovation, customer satisfaction, and employee development. With a diverse workforce and a culture that values inclusivity and respect, we strive to create a workplace where everyone feels valued, empowered, and inspired to reach their full potential. As a Customer Service Manager, you'll be part of a dynamic team that's dedicated to delivering exceptional customer experiences, driving business growth, and fostering a culture of excellence.

Why You'll Love This Role

As a Customer Service Manager at arenaflex, you'll have the opportunity to:

• Drive operational excellence while maintaining a safety-conscious environment 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 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 promote successful relationships with colleagues that foster empathy, legitimacy, trustworthiness, respect, and pride.
• Successfully allocate resources and provide suitable support to enable teams to achieve operational 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 in working together to achieve shared objectives.
• Knowledge of Joint Collective Bargaining Agreement (JCBA) and ensure colleagues adhere to corporate policies/procedures.
• Embody the fundamental values: (Energy, responsibility, productivity, reliability, trustworthiness, good faith, genuineness, inspiration, and reliability)
• Oversee escalated service issues and be visible to colleagues when issues arise
• Communicate key corporate and local information to frontline leaders in a timely and effective manner. Set the expectations and ensure colleagues understand the why behind the focus/criticality.
• Ability to learn and apply association contract rules/regs in daily interactions with frontline colleagues and local association leaders.
• Favored Capabilities:

+ Instruction and Earlier Professional training + Past airport customer service experience + 3 years experience leading others + Knowledge of organizational policies and systems and functional automation applications.

Essential and Preferred Qualifications

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

• A Bachelor's degree
• 3+ years of experience in a customer-facing role, preferably in a leadership capacity
• Proven track record of driving operational excellence and safety in a fast-paced environment
• Strong communication and interpersonal skills, with the ability to build and maintain relationships with colleagues, customers, and stakeholders
• Ability to work independently and collaboratively as part of a team
• Strong problem-solving and analytical skills, with the ability to think critically and make sound business decisions
• Ability to work in a dynamic environment with changing priorities and deadlines
• Familiarity with Microsoft Office, including Word, Excel, PowerPoint, and Outlook
• Ability to obtain USPS clearance or have existing USPS clearance
• Ability to work additional hours when operational needs arise
• Ability to work rotating shifts, including weekends, holidays, and days off

What You'll Get

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

• Competitive salary and benefits package, including medical, dental, vision, and prescription coverage
• 401(k) program with employer matching contributions
• Access to our Employee Assistance Program (EAP) and other employee benefits
• Opportunities for professional growth and development, including training and education programs
• A dynamic and inclusive work environment that values diversity, equity, and inclusion
• Recognition and rewards for outstanding performance and contributions to the team
• The chance to make a real impact on the lives of our customers and contribute to the success of a leading airline

How to Apply

If you're a motivated and results-driven leader with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We can't wait to hear from you! Apply Now! Apply for this job