Are you ready to embark on a thrilling journey as a Customer Service Manager at arenaflex, where you'll have the opportunity to grow your expertise, advance your career, and become the best version of yourself? Look no further! As a key member of our Airport Operations and Customer Experience team, you'll be responsible for leading a high-performing team, ensuring a safe and exceptional customer experience, and driving operational excellence.
**Why Join arenaflex?**
At arenaflex, we're passionate about delivering an exceptional customer experience, and we're looking for a goal-oriented Customer Service Manager who shares our vision. As a leader in our organization, you'll have the opportunity to develop yourself through our leadership program, which will equip you with the skills and knowledge needed to excel in your role. Our team is dedicated to creating a safe, reliable, and efficient operation that delivers a quality product to our customers, front-line team members, and vendors.
**Key Responsibilities:**
As a Customer Service Manager at arenaflex, you'll be responsible for:
* Drives operational excellence while maintaining a safety-conscious environment that promotes end-to-end exceptional customer service, resulting in employee and customer safety and well-being
* Be a safety advocate: Look for safety concerns and address them as needed
* Establish team and individual goals in support of departmental and company objectives; Coaches and mentors frontline team members in skill development, customer service elevation, and company culture behaviors
* Establishes and promotes effective relationships with team members that fosters compassion, authenticity, integrity, respect, and dignity
* Effectively allocates resources and provides appropriate support to enable teams to deliver on operational goals in a safe manner
* Ensure the ongoing safety and reliability of our operation by conducting self-audits, observations, root cause investigations, and other related safety engagements
* Promote effective communication among departments to engage our team to work together to achieve common goals
* Familiarity with Joint Collective Bargaining Agreement (JCBA) and ensure team members adhere to corporate policy/procedure
* Embrace the core values: (Passion, commitment, efficiency, reliability, dependability, optimism, honesty, positivity, and loyalty)
* Analyze station-specific data on a regular basis to improve scheduling, training, and overall station performance
* Conduct lost time conversations
* Understand corporate initiatives and how they apply to the local station (e.g., One team, One Turn metrics)
* Ability to learn and apply union contract rules/regs in interactions with frontline team members and local union leaders
* Produce local reporting based on station leadership needs
**What You'll Need for Success:**
To excel in this role, you'll need:
* High School diploma or GED equivalency
* Previous airport customer service experience
* 2 years of experience leading others
* Knowledge of company policies and procedures and functional automation applications
* Ability to bring out the best performance in the workforce through proactive employee engagement and support for an inclusive working environment
* Ability to actively listen – giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate
* Critical thinking ability – using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems
* Ability to monitor and assess performance of self, team members, and the operation to make improvements or take corrective action
* Strong decision-making skills
* Ability to work independently as well as collaboratively
* Ability to work under demanding operational conditions
* Ability to prioritize and execute with a sense of urgency and preciseness
* 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 agencies to ensure essential needs 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 United States residency requirement
* Ability to work extra hours when there are operational needs
* Ability to work rotating shifts, including weekends, holidays, and days-off
**What You'll Get:**
As a valued member of our team, you'll enjoy:
* Travel Perks: Ready to explore the world? You, your family, and your friends can reach 365 destinations on more than 6,800 daily flights across our global network.
* Health Benefits: On day one, you'll have access to your health, dental, prescription, and vision benefits to help you stay well. And that's just the start, we also offer virtual doctor visits, flexible spending accounts, and more.
* Wellness Programs: We want you to be the best version of yourself – that's why our wellness programs provide you with all 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.
* Additional Benefits: Other great benefits include our Employee Assistance Program, pet insurance, and discounts on hotels, cars, cruises, and more.
**Join the arenaflex Family:**
At arenaflex, we're committed to creating an inclusive work environment that celebrates diversity and promotes growth. Our 20+ Employee Business Resource Groups are focused on connecting our team members to our customers, suppliers, communities, and shareholders, helping team members reach their full potential and creating an inclusive work environment to meet and exceed the needs of our diverse world.
**Ready to Take the Leap?**
If you're passionate about delivering exceptional customer experiences, leading high-performing teams, and driving operational excellence, we want to hear from you! Apply now to become a part of our dynamic team at arenaflex.