**Join arenaflex, a world-renowned airline, and embark on a journey that will take you to new heights, both personally and professionally.**
Are you ready to soar to new heights in your career, while making a meaningful impact on the lives of our customers and team members? Look no further than arenaflex, where we're dedicated to delivering exceptional customer experiences and fostering a culture of inclusivity, respect, and teamwork.
As a seasoned Customer Service Manager, you'll play a vital role in ensuring the smooth operation of our airport customer experience administration, while driving excellence in safety, customer satisfaction, and team performance. If you're passionate about leadership, customer service, and creating a positive work environment, we want to hear from you!
**Why you'll love this role:**
* arenaflex is seeking a goal-oriented and results-driven Customer Service Manager who is eager to take their career to the next level. With our comprehensive leadership development program, you'll have the opportunity to develop your skills, knowledge, and network within the company.
* As a CSM, you'll be responsible for leading, engaging, coaching, and developing our front-line team members to deliver exceptional customer experiences. You'll create a safe, reliable, and efficient operation that meets the needs of our customers, while fostering a culture of mutual respect, trust, and responsibility.
* You'll be part of a dynamic team that's passionate about safety, teamwork, leadership, and delivering a quality product to our customers, front-line, and vendors.
* arenaflex is committed to developing our team members and creating a work environment that promotes growth, learning, and innovation.
**Key Responsibilities:**
* Drive operational excellence while maintaining a safety-conscious environment that promotes end-to-end exceptional customer service, resulting in employee and customer safety and well-being.
* Be a safety advocate, identifying and addressing safety concerns as needed.
* Establish team and individual goals in support of departmental and company objectives, coaching and mentoring frontline team members in skill development, customer service elevation, and company culture behaviors.
* Establish and promote effective relationships with team members, fostering compassion, authenticity, integrity, respect, and dignity.
* Effectively allocate resources and provide appropriate support to enable teams to deliver on operational goals in a safe manner.
* Ensure the ongoing safety and reliability of our operation by conducting self-audits, observations, root cause investigations, and other related safety engagements.
* Promote effective communication among departments to engage our team to work together to achieve common goals.
* Familiarity with Joint Collective Bargaining Agreement (JCBA) and ensure team members adhere to corporate policy/procedure.
* Embrace the core values: Passion, Commitment, Efficiency, Reliability, Dependability, Optimism, Honesty, Positivity, and Loyalty.
* Analyze station-specific data on a regular basis to improve scheduling, training, and overall station performance.
* Conduct lost time conversations.
* Understand corporate initiatives and how they apply to the local station (e.g., One team, One Turn metrics).
* Ability to learn and apply union contract rules/regs in interactions with frontline team members and local union leaders.
* Produce local reporting based on station leadership needs.
**What you'll need for success:**
* Minimum Qualifications:
+ High School diploma or GED equivalency.
* Preferred Qualifications:
+ Previous airport customer service experience.
+ 2 years of experience leading others.
+ Knowledge of company policies and procedures and functional automation applications.
* Skills, Licenses & Certifications:
+ Ability to bring out the best performance in the workforce through proactive employee engagement and support for an inclusive working environment.
+ Ability to actively listen – giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate.
+ Critical thinking ability – using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
+ Ability to monitor and assess performance of self, team members, and the operation to make improvements or take corrective action.
+ Strong decision-making skills.
+ Ability to work independently as well as collaboratively.
+ Ability to work under demanding operational conditions.
+ Ability to prioritize and execute with a sense of urgency and preciseness.
+ 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 agencies to ensure essential needs 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 United States residency requirement.
+ Ability to work extra hours when there are operational needs.
+ Ability to work rotating shifts, including weekends, holidays, and days-off.
**What you'll get:**
* Travel Perks: As an arenaflex team member, you'll have access to travel perks, including the ability to explore 365 destinations on more than 6,800 daily flights across our global network.
* Health Benefits: On day one, you'll have access to your health, dental, prescription, and vision benefits to help you stay well. We also offer virtual doctor visits, flexible spending accounts, and more.
* Wellness Programs: We want you to be the best version of yourself – that's why our wellness programs provide you with all 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.
* Additional Benefits: Other great benefits include our Employee Assistance Program, pet insurance, and discounts on hotels, cars, cruises, and more.
**Join the arenaflex family and be part of a dynamic team that's passionate about delivering exceptional customer experiences and fostering a culture of inclusivity, respect, and teamwork.**
If you're ready to take your career to new heights, apply now to become an arenaflex Customer Service Manager!
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**About arenaflex:**
arenaflex is a world-renowned airline that's dedicated to delivering exceptional customer experiences and fostering a culture of inclusivity, respect, and teamwork. With a global network of 365 destinations on more than 6,800 daily flights, we're committed to connecting people and improving lives. Join our team and be part of a dynamic organization that's passionate about making a difference.
**Why work at arenaflex?**
* arenaflex is a place where you can grow, learn, and innovate.
* We're committed to diversity, equity, and inclusion, and we're proud to have a workforce that reflects the diversity of our customers and communities.
* arenaflex offers a comprehensive benefits package, including health, dental, prescription, and vision benefits, as well as wellness programs, a 401(k) program, and more.
* We're a company that's passionate about making a difference, and we're committed to giving back to our communities through volunteer programs and charitable initiatives.
**Join the arenaflex team and be part of a dynamic organization that's changing the world, one flight at a time.**
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