We are arenaflex, a dynamic and innovative company that values our customers and employees alike. As a leading organization in the industry, we are committed to providing exceptional service and creating a positive experience for our customers. We are seeking an experienced Senior Manager Customer Care to join our team and lead our customer service efforts.
**About arenaflex**
arenaflex is a forward-thinking company that has been serving our customers for over 40 years. We are a unique hybrid low-cost carrier that offers a range of services, including scheduled flights, charter operations, and cargo services. Our team is passionate about connecting our community with their favorite people and places, and we are committed to making travel more attainable.
**The Role**
We are seeking a Senior Manager Customer Care to provide strategic leadership and day-to-day execution of our customer service efforts. This role will oversee the performance of our Customer Care team, Central Reservations Control team, and Social Media team, and will be responsible for managing people, process, and technology to support regulatory compliance, efficiency, and positive customer experiences.
**Key Responsibilities**
As a Senior Manager Customer Care, you will be responsible for:
* Overseeing the performance of the Customer Care team, Central Reservations Control team, and Social Media team
* Managing people, process, and technology to support regulatory compliance, efficiency, and positive customer experiences
* Serving as a subject matter expert to the organization on regulatory requirements and changes
* Maintaining an environment that values employees and provides opportunities for individual growth and advancement
* Using customer feedback to provide a strong feedback loop of actionable information to stakeholders across the organization
* Ensuring 24/7 coverage for Central Reservations Control to support stations and irregular operations
* Representing the customer and team for ongoing review of irregular operations management and service recovery
* Identifying customer and competitor trends and partnering with cross-functional leaders to improve processes in support of a positive customer experience
* Monitoring changes to DOT policies and procedures as well as other international governing agencies
* Other duties as assigned
**Qualifications**
To be successful in this role, you will need:
* A Bachelor's degree or 4 years of relevant work experience
* 3+ years of operational leadership in a role that involves customer-facing/customer service management
* Experience working in a highly regulated environment, preferably with a focus on airline complaint processes and DOT regulatory requirements
* Proficient in Microsoft Office Suite applications
* Ability to analyze and interpret data, create reports
* Strong written and verbal communication skills
* Ability to work from home in a private office/distraction-free environment
* Hard-wired connection to your modem of at least 10 MBPS
* Periodic commute to arenaflex headquarters may be required
**Preferred Skills**
* Experience managing people leaders
* Experience with irregular operations
* Currently holds or can obtain Complaint Resolution Official (CRO) status
* Familiarity with Salesforce, 15 Below, Sprout Social, and/or similar customer communication platforms
**Physical Requirements**
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands or finger, handle or feel; and reach with hands and arms. The employee is occasionally required to sit; climb or balance, and stoop, kneel, crouch or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
**Work Environment and Culture**
arenaflex is committed to creating a positive and inclusive work environment that values diversity, equity, and inclusion. We believe that our employees are our greatest asset, and we are committed to providing them with the resources and support they need to succeed. Our company culture is built on the principles of respect, empathy, and open communication, and we are proud to be an equal opportunity employer.
**Benefits and Perks**
arenaflex offers a comprehensive benefits package, including:
* Comprehensive benefit package including dental and vision
* PPO and high deductible health plans
* Health savings accounts (HSA and FSA)
* Dependent Care
* Starting day one free standby and discounted travel privileges for employees, family, and friends
* 401(k) match
* Paid Time Off
* Paid holidays
* Life and AD&D Insurance
* Employee Assistance Program including counseling for employees and their family
* Fitness incentive and Stop Smoking Support
**Compensation**
arenaflex offers a competitive salary and benefits package to our employees. We are committed to providing our employees with a fair and equitable compensation package that reflects their skills, experience, and contributions to the company.
**How to Apply**
If you are a motivated and experienced professional who is passionate about delivering exceptional customer service, we encourage you to apply for this exciting opportunity. Please click on the link below to submit your application.
**Equal Opportunity Employer**
arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating a workplace that is inclusive and respectful of all employees, and we are proud to be an equal opportunity employer.