Experienced Customer Service Manager – Airline Industry Leader in Customer 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 grow your skills, develop your expertise, and become the best version of yourself. As you embark on this new journey, you'll tackle challenges with flexibility and elegance, mastering new skills and propelling your career while having a great time. Our goal is to enhance both your personal and work life, and we invite you to join our team and thrive in a dynamic and supportive environment. 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 team. As a CSM, you will drive functional excellence while maintaining a safety-conscious environment that promotes end-to-end outstanding customer care, resulting in employee and customer safety and well-being. Your key responsibilities will include: Driving functional excellence while keeping a safety-conscious climate that elevates start-to-finish outstanding customer care Being a safety advocate: Identifying safety concerns and addressing them as needed Establishing team and individual goals in support of departmental and company objectives; mentoring and guiding frontline colleagues in skill development, customer service enhancement, and company culture behaviors Establishing and promoting effective relationships with colleagues that foster empathy, authenticity, integrity, respect, and trust Effectively allocating resources and providing appropriate support to enable teams to deliver on operational objectives in a safe manner Ensuring the ongoing safety and reliability of our operation by conducting self-audits, observations, root cause analyses, and other related safety engagement Promoting effective communication among departments to engage our team to work together to achieve shared objectives Experience with Joint Collective Bargaining Agreement (JCBA) and ensuring colleagues adhere to corporate policy/procedure Embracing the core values: (Passion, accountability, efficiency, reliability, loyalty, optimism, integrity, energy, and dedication) Analyzing station-specific data regularly to improve booking, processing, and overall station performance Leading lost time discussions Understanding corporate initiatives and how they apply to the local station (e.g., One team, One Turn metrics) Ability to learn and apply organization contract rules/regulations in interactions with frontline colleagues and local union leaders Producing local reporting based on station leadership needs What You'll Require for Success To be successful in this role, you will need: Minimum Qualifications: High School diploma or GED equivalency Preferred Qualifications: Past airport customer service experience, 2 years of experience leading others, knowledge of company policies and procedures, and practical automation applications Skills, Licenses, and Certifications The ideal candidate will possess: Ability to draw out the best performance in the workforce through proactive employee engagement and support for an inclusive workplace Ability to actively listen - giving full attention to what others are saying, taking time to understand the points being made, asking questions as appropriate Decision-making 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 need to keep moving 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 organizations 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 there are operational requirements Ability to work rotating shifts including weekends, holidays, and days-off What You'll Get At arenaflex, we offer a comprehensive benefits package, including: Medical benefits: Access to health, dental, prescription, and vision benefits to help you stay well Wellness Programs: Tools, resources, and support to help you be your best self 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 Be Yourself at arenaflex At arenaflex, we value diversity and inclusion, and our 20 Employee Business Resource Groups are focused on connecting our employees to our customers, suppliers, communities, and shareholders. We strive to create a workplace where everyone can thrive and be their authentic selves. Conclusion Are you ready to feel a tremendous sense of pride and fulfillment as you do your part to keep the largest airline in the world running smoothly? Join our team at arenaflex and be part of a dynamic and supportive environment that values diversity, inclusion, and employee growth. Apply now and take the first step towards an exciting and rewarding career in the airline industry! Apply Job! Apply for this job