Experienced Full Stack Customer Service Manager – Airline Industry Operations

Are you ready to embark on a thrilling journey with a dynamic team that's shaping the future of customer experience in the airline industry? Look no further than arenaflex, where we're passionate about delivering exceptional service and creating a culture of excellence. As an Experienced Full Stack Customer Service Manager, you'll play a vital role in driving our team's success and helping us soar to new heights.

About arenaflex

arenaflex is a leading player in the airline industry, with a rich history of innovation and customer-centricity. Our team is dedicated to providing world-class service, and we're committed to fostering a culture of collaboration, inclusivity, and continuous learning. Whether you're a seasoned professional or just starting your career, we offer a supportive and dynamic environment that will help you grow and thrive.

Job Summary

We're seeking an Experienced Full Stack Customer Service Manager to join our team and lead our customer service operations. As a key member of our leadership team, you'll be responsible for driving functional excellence, ensuring a safe and healthy work environment, and delivering exceptional customer experiences. If you're a results-driven leader with a passion for customer service, we want to hear from you!

Key Responsibilities

* Drive 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.

• 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 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 in working 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, responsibility, productivity, reliability, trustworthiness, good faith, genuineness, inspiration, and reliability)
• 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 manner. Set the tone 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 procedures and functional automation applications.

Essential and Preferred Qualifications

* 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.
• 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

* Take advantage of all that arenaflex has to offer: + 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 Team

From the colleagues we recruit to the clients we serve, care and diversity are the foundation of the unique workforce at arenaflex. Our 20+ Employee Business Resource Groups are centered around connecting our colleagues to our clients, suppliers, networks, and investors, helping colleagues reach their full potential and establishing a comprehensive workplace to address and exceed 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 team today!

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! apply to this job Apply for this job