Experienced Customer Service Manager – Airline Industry Leader in Client Experience and Operational Excellence

Introduction to arenaflex Imagine a career where you can explore a world of possibilities, both at work and during your downtime. At arenaflex, we offer a unique opportunity to venture to the far corners of the planet, develop your skills, and become the best version of yourself. As you embark on this new journey, you'll handle challenges with flexibility and ease, acquiring new skills and propelling your career while having a great time. Take the leap and advance both your personal and professional life with a company that values your growth and well-being. Why You'll Love This Job arenaflex is seeking a goal-oriented Customer Service Manager (CSM) who wants to elevate their experience, knowledge, and leadership within the organization. With our leadership program, you will be able to develop yourself to be the best leader you can be in the arenaflex family. As a CSM, you will ensure a safe, high-performing operation by driving, engaging, training, and developing our frontline colleagues. You will support your team's work by creating a safe, solid operation while delivering an exceptional customer experience. Key Responsibilities Drive operational excellence while maintaining a safety-conscious environment that promotes end-to-end exceptional customer care, resulting in employee and customer safety and well-being. Be a safety advocate: Identify safety concerns and address them promptly. Establish team and individual goals in support of departmental and company objectives; mentor and coach frontline colleagues in skill development, customer care enhancement, and company culture behaviors. Establish and promote effective relationships with colleagues that foster empathy, legitimacy, trustworthiness, respect, and pride. Effectively allocate resources and provide appropriate support to enable teams to meet operational objectives in a safe manner. Ensure the ongoing safety and reliability of our operation by conducting self-assessments, observations, root cause analyses, and other related safety engagement. Promote effective communication among departments to engage our team to work together to achieve shared objectives. Knowledge of Joint Collective Bargaining Agreement (JCBA) and ensure colleagues adhere to corporate policy/strategy. Embody the core values: (Energy, accountability, efficiency, reliability, integrity, sincerity, authenticity, motivation, and reliability. Manage escalated service issues and be visible to your colleagues when issues arise. Convey key corporate and local information to frontline leaders in an efficient and effective manner. Set the expectations and ensure colleagues understand the why behind the focus/criticality. Ability to learn and apply organization contract rules/regs in daily interactions with frontline colleagues and local union leaders. Essential Qualifications To be successful in this role, you will need: A Bachelor's Degree. 3 years of experience leading others. Past airport customer service experience is preferred. Knowledge of organization policies and procedures and functional automation applications. Preferred Qualifications In addition to the essential qualifications, we are looking for candidates with: Ability to draw out the best performance in the workforce through proactive employee engagement and support for an inclusive workplace. Ability to effectively listen - concentrating on what others are saying, taking the time to understand the points being made, asking questions as appropriate. Decisive ability to reason - using logic and analysis to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems. Ability to monitor and evaluate performance of self, colleagues, and the operation to make improvements or take corrective action. Solid problem-solving skills. Ability to work independently as well as collaboratively. Ability to work under demanding operational circumstances. Ability to prioritize and execute with a sense of urgency and accuracy. Ability to use sound business judgment to resolve issues with internal and external customers. Ability to coordinate 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. What You'll Get At arenaflex, we offer a comprehensive benefits package that includes: 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. Wellness Programs: We want you to be your best self - that's why our wellness programs provide you with the right tools, resources, and support you need. 401(k) Program: Available upon enrollment and, depending on the workgroup, employer contributions to your 401(k) program are available after one year. Additional Benefits: Other great benefits include our Employee Assistance Program, pet insurance, and discounts on hotels, cars, cruises, and more. Join the arenaflex Family From the colleagues we hire to the customers we serve, inclusion and diversity are the foundation of the unique workforce at arenaflex. Our 20+ Employee Business Resource Groups are focused on connecting our colleagues to our customers, suppliers, communities, and shareholders, helping colleagues reach their full potential and creating an inclusive workplace to address and exceed the challenges of our diverse world. Conclusion Are you ready to feel a tremendous sense of pride and fulfillment as you do your part to keep the largest airline on the planet running smoothly as we care for people on life's journey? Join the arenaflex family and take the first step towards a rewarding career in customer service management. Apply now and become a part of our dynamic team! Apply Job! Apply for this job