Experienced Full Stack Customer Service Manager – Airline Industry Operations

Join arenaflex, the world's largest airline, and embark on a journey of growth, learning, and self-discovery. Are you ready to explore a universe of possibilities, both at work and during your downtime? Look no further than arenaflex, where you'll have the opportunity to travel the world, develop your skills, and become the best version of yourself. As you soar to new heights, you'll tackle challenges with ease and agility, acquiring new skills and propelling your career while having a blast. Come and advance both your personal and professional life, and get ready to take off!

Why you'll love this role

arenaflex is seeking an objective-driven Customer Service Manager (CSM) who wants to elevate their experience, knowledge, and leadership within the organization. With our comprehensive development program, you'll be able to grow into the best leader you aspire to be within the arenaflex family. arenaflex is looking for a CSM who will ensure a safe, high-performing work environment by driving, engaging, training, and developing frontline colleagues. You will be supporting your team's work by creating a safe, stable work environment while delivering an exceptional customer experience. Empowered by a fast-paced, dynamic environment and passionate about safety, collaboration, leadership, and delivering a quality product to our customers, frontline, and vendors. CSMs will empower a culture that fosters frontline colleagues and cultivates mutual respect, trust, accountability, and integrity while connecting people and improving lives during our daily operations.

This role is a member of the Airports Group within the Customer Experience Division.

What you'll do

* Drive operational excellence while maintaining a safety-conscious environment that elevates end-to-end exceptional customer service, resulting in employee and customer safety and well-being.

• Be a safety advocate: Identify safety concerns and address them 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 promote successful relationships with colleagues that cultivate empathy, legitimacy, trustworthiness, respect, and pride
• Successfully allocate resources and provide suitable support to enable teams to achieve operational 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 to work 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)
• Manage 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 expectations 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 and Earlier Professional Training

* Past airport customer service experience

• 3 years experience leading others
• Knowledge of organizational systems and processes and functional automation applications.
• Abilities, Licenses, and Certifications
• 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 everything 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.

Be yourself at arenaflex

From the colleagues we hire to the customers we serve, care 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 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 world's largest airline running smoothly as we care for people on life's journey? Come and be yourself at arenaflex. Apply Job! Apply for this job