**Join the arenaflex family 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 thrive in a dynamic environment where no two days are the same? Look no further! arenaflex is seeking an experienced Customer Service Manager to join our team of passionate professionals who are dedicated to delivering exceptional customer experiences.
**About arenaflex**
arenaflex is a leading name in the aviation industry, and we're proud to be a part of the arenaflex family. Our mission is to provide world-class support to our passengers and clients, and we're looking for talented individuals who share our passion for delivering exceptional customer experiences. With a competitive pay rate of $25 per hour, this position is ideal for individuals with strong communication skills, problem-solving abilities, and a customer-focused mindset.
**Job Summary**
As a Customer Service Manager at arenaflex, you will be responsible for driving functional excellence while maintaining a safety-conscious climate that elevates end-to-end exceptional customer care. You will lead a team of customer service representatives, providing guidance and support to ensure they have the skills and knowledge needed to deliver outstanding customer experiences. Your expertise will be essential in resolving complex customer issues, developing and implementing process improvements, and fostering a culture of collaboration and teamwork.
**Key Responsibilities**
* Drive functional greatness while maintaining a safety-conscious climate that elevates end-to-end exceptional customer care
* Be a safety advocate: Identify and address safety concerns 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
* Lay out and advance successful relationships with colleagues that cultivate empathy, legitimacy, trustworthiness, respect, and pride
* Successfully allocate resources and provide suitable support to empower teams to achieve functional 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 in working together to 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
* Convey key corporate and local information to frontline leaders in a productive and effective way. Set the expectations and ensure colleagues understand the why behind the focus/criticality
* Ability to learn and apply association contract rules/regs in everyday communications with frontline colleagues and local association leaders
**Essential Qualifications**
* Bachelor's degree
* 3 years of experience leading others
* Knowledge of organizational policies and procedures 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 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
* Knowledge of Microsoft Office, including Word, Excel, PowerPoint, and Outlook
* 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
**Preferred Qualifications**
* Past airport customer service experience
* Instruction and earlier professional training
* Knowledge of organization arrangements and systems and functional automation applications
**What You'll Get**
* 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 the arenaflex Family**
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 centered 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 the arenaflex family today!
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