Experienced Customer Service Supervisor – Ground Operations Management

At arenaflex, we're committed to delivering exceptional customer experiences that exceed our passengers' expectations. As a leading player in the aviation industry, we're seeking a highly skilled and dedicated Customer Service Supervisor to join our team in Chicago MDW. This is a unique opportunity to make a real impact, drive success, and be part of a dynamic team that's passionate about providing world-class service.

About arenaflex

arenaflex is a world-renowned airline that's dedicated to connecting people to what's important in their lives through friendly, reliable, and low-cost air travel. Our mission is to provide a safe, secure, and enjoyable travel experience that exceeds our customers' expectations. With a strong commitment to customer satisfaction, we're constantly innovating and improving our services to meet the evolving needs of our passengers.

Job Summary

As a Customer Service Supervisor, you'll play a critical role in managing and training Customer Service Agents, Operations Agents, and Skycaps at our Station. You'll be responsible for ensuring that all job assignments are carried out according to Company regulations in a safe and efficient manner, while maintaining an on-time operation and ensuring customer satisfaction. You'll model the Southwest Way Guide and lead team members using SWA talent management practices to coach, develop, and engage employees.

Key Responsibilities

* Actively coordinate with all Departments to maintain the station's on-time performance, Employee morale, and Customer satisfaction

• Respond to and resolve Customer questions, requests, or complaints
• Oversee day-to-day airport operations to create a safe, secure, and legally compliant service-conscious environment
• Meet or exceed performance goals through effective decisions
• Assign and track Agents for training compliance
• Coordinate actively with all Departments to maintain the Station's on-time performance
• Report status updates to leaders and employees consistently
• Drive performance processes by forecasting operational situations that may impact the operation, monitoring and achieving results against key metrics, and holding responsible parties accountable for results
• Review and ensure accurate delay coding
• Work with staff planning to build bids that are in line with department's hourly goals
• Perform administrative duties daily, such as building of shift bids, closing bids, daily work assignments, daily payroll, and attendance reports
• Monitor staffing in all areas and verify that overtime is used properly
• Assure proper administration of labor contracts or agreements, emphasizing minimal labor disputes

Essential Qualifications

* Knowledge of principles and processes for providing Customer and personal services, including Customer needs assessment, meeting quality standards for services, and evaluation of Customer satisfaction

• Knowledge of applicable Collective Bargaining Agreements and their applications
• Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources
• Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography, and transcription, designing forms, and other office procedures and terminology
• Skilled in using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems
• Ability to shift back and forth between two or more activities or sources of information (such as speech, sounds, touch, or other sources)
• Ability to apply general rules to specific problems to produce answers that make sense
• Ability to recognize and address performance and safety concerns in a timely manner
• Ability to ensure all equipment is maintained and available for the operation

Preferred Qualifications

* Fully functioning, broad knowledge in: Airlines Operation Management, Customer Service

• Licensing/Certification: Must be able to obtain a SIDA (Secured Identification Display Area) badge and meet all local airport requirements
• Ability to obtain GSC (Ground Security Coordinator) qualification and comply with DOT (Department of Transportation) drug and alcohol testing program
• May be required by Station Leadership to obtain a Customs Seal and meet all requirements to work on international flights

Skills and Competencies

* Excellent communication and interpersonal skills

• Strong leadership and coaching skills
• Ability to work in a fast-paced environment and prioritize tasks effectively
• Strong problem-solving and analytical skills
• Ability to work independently and as part of a team
• Strong customer service skills and a commitment to delivering exceptional customer experiences
• Ability to adapt to changing situations and priorities

Career Growth Opportunities and Learning Benefits

* arenaflex offers a comprehensive training program that includes on-the-job training, classroom training, and online training

• Opportunities for career advancement and professional growth
• Access to industry-leading technology and tools
• Collaborative and dynamic work environment
• Recognition and rewards for outstanding performance

Work Environment and Company Culture

* arenaflex is a dynamic and fast-paced work environment that requires flexibility and adaptability

• Collaborative and inclusive work culture that values diversity and promotes a sense of belonging
• Opportunities for professional growth and development
• Recognition and rewards for outstanding performance
• Comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off

Compensation, Perks, and Benefits

* Competitive salary of $32.32 to $32.32 per hour, depending on qualifications and experience

• Opportunities for overtime and shift premiums
• For eligible Leadership and individual contributor roles, additional bonus opportunities are available and awarded at the discretion of the Company
• Benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off
• Fly for free on any open seat on all Southwest flights (your eligible dependents too)
• Up to a 9.3% 401(k) Company match, dollar for dollar, of your eligible pay, per paycheck
• Potential for annual ProfitSharing contribution toward retirement - when Southwest profits, you profit

How to Apply

If you're a motivated and dedicated individual who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your application today and join our team at arenaflex. Apply To This Job

Don't Hesitate, Apply!

Don't worry if you don't meet every single requirement. We value a great attitude and a willingness to learn above all. Submit your application today and take the first step towards a rewarding career at arenaflex. Apply for this job