Experienced Customer Service Manager – Aviation Industry

Join arenaflex, a leading airline, and embark on a journey of growth, learning, and adventure! Are you ready to explore a world of possibilities, both at work and in your personal life? Do you want to develop your skills, knowledge, and leadership within a dynamic organization? Look no further! arenaflex is seeking an experienced Customer Service Manager (CSM) who is passionate about delivering exceptional customer experiences, fostering a positive work environment, and driving business success.

Why you'll love this role

As a CSM at arenaflex, you will have the opportunity to:

• Drive operational excellence while maintaining a safety-conscious culture 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 goals aligned with departmental and organizational objectives; Mentor and guide frontline colleagues in skill development, customer care excellence, and company culture behaviors.
• Develop and advance successful relationships with colleagues that foster empathy, legitimacy, trustworthiness, respect, and pride.
• Effectively 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 collaborate and achieve shared objectives.
• Knowledge of Joint Collective Bargaining Agreement (JCBA) and ensure colleagues adhere to corporate policies/procedures.
• 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.
• Communicate key corporate and local information to frontline leaders in a timely 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.

Preferred Capabilities and Qualifications

* Education and earlier professional training

• Past airport customer service experience
• 3 years of experience leading others
• Knowledge of organizational systems and processes and functional automation applications
• 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 corrective 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.
• 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

Join arenaflex and enjoy:

• 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 a diverse and inclusive team at arenaflex

From the colleagues we hire to the customers we serve, diversity and inclusion 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 surpass 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 arenaflex and be yourself.

Apply Now!

Apply to this job Apply for this job