Are you ready to embark on a thrilling journey that combines your passion for customer service with your leadership skills? Look no further than arenaflex, where we're dedicated to delivering exceptional experiences to our customers and fostering a culture of inclusivity and diversity. As a Customer Service Manager in our Airport Workforce Management team, you'll have the opportunity to develop your expertise, grow your network, and become the best version of yourself.
**Why You'll Love This Job**
At arenaflex, we're committed to creating a world of possibilities for our team members. As a Customer Service Manager, you'll be part of a dynamic team that's passionate about delivering exceptional customer experiences, promoting safety, and fostering a culture of teamwork and leadership. Here are just a few reasons why you'll love this job:
* **Leadership Opportunities**: arenaflex is looking for a goal-oriented Customer Service Manager who wants to elevate their experience, knowledge, and network within the company. With our leadership program, you'll have the opportunity to develop yourself to be the best leader you want to be in the arenaflex organization.
* **Safety-Conscious Environment**: As a Customer Service Manager, you'll be responsible for ensuring a safe, high-performing operation by leading, engaging, coaching, and developing the front-line team members. You'll create a safe, reliable operation while delivering an exceptional customer experience.
* **Dynamic Environment**: You'll thrive in a fast-paced, dynamic environment that's passionate about safety, teamwork, leadership, and delivering a quality product to our customers, front-line, and vendors.
* **Inclusive Culture**: arenaflex is committed to fostering an inclusive culture that develops our front-line team members and fosters mutual respect, trust, responsibility, and core values while connecting people and improving lives during our day-to-day operation.
**What You'll Do**
As a Customer Service Manager in our Airport Workforce Management team, you'll be responsible for:
* **Driving Operational Excellence**: You'll drive operational excellence while keeping a safety-conscious environment that promotes end-to-end exceptional customer service, resulting in employee and customer safety and well-being.
* **Safety Advocacy**: You'll be a safety advocate, looking for safety concerns and addressing them as needed.
* **Team and Individual Goal Setting**: You'll establish team and individual goals in support of departmental and company objectives; coach and mentor frontline team members in skill development, customer service elevation, and company culture behaviors.
* **Effective Relationships**: You'll establish and promote effective relationships with team members that foster compassion, authenticity, integrity, respect, and dignity.
* **Resource Allocation**: You'll effectively allocate resources and provide appropriate support to enable teams to deliver on operational goals in a safe manner.
* **Safety and Reliability**: You'll ensure the ongoing safety and reliability of our operation by conducting self-audits, observations, root cause investigations, and other related safety engagements.
* **Communication**: You'll promote effective communication among departments to engage our team to work together to achieve common goals.
* **JCBA and Corporate Policy**: You'll be familiar with the Joint Collective Bargaining Agreement (JCBA) and ensure team members adhere to corporate policy/procedure.
* **Core Values**: You'll embody the core values of arenaflex: passion, commitment, efficiency, reliability, dependability, optimism, honesty, positivity, and loyalty.
* **Complex Staffing Issues**: You'll be able to solve complex staffing issues with minimal oversight.
* **Communication and Software Skills**: You'll have strong communication skills with all levels of the operation and be able to manage multiple software programs at the same time to quickly analyze the operation and determine the best course of action throughout the day.
* **Assignment Coordination**: You'll coordinate assignments for frontline team members to dynamically work flights at gates.
* **Software Utilization**: You'll utilize GS Realtime and other programs (i.e., Prime, GETNG, SABRE) to identify and grant day-of overtime, provide staffing inputs, and tour reports.
* **Time Management**: You'll be proactive and efficient with time management.
* **Extra Hours and Rotating Shifts**: You'll be able to work extra hours when there are operational needs and work rotating shifts, including weekends, holidays, and days-off.
**All You'll Need for Success**
To be successful in this role, you'll need:
* **Minimum Qualifications**: High School diploma or GED Equivalency.
* **Preferred Qualifications**: Previous airport customer service experience, 2 years of experience leading others, knowledge of company policies and procedures, and functional automation applications.
* **Skills and Licenses**: 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, critical thinking ability, ability to monitor and assess performance, strong decision-making skills, ability to work independently and collaboratively, ability to work under demanding operational conditions, and ability to prioritize and execute with a sense of urgency and preciseness.
* **Certifications**: Knowledge of Microsoft Office, including Word, Excel, PowerPoint, Outlook, etc.
* **Clearance**: Has USPS clearance or the ability to obtain USPS clearance. USPS has a five-year United States residency requirement.
**What You'll Get**
As a valued member of our team, you'll enjoy a range of benefits, including:
* **Travel Perks**: 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.
**Feel Free to Be Yourself at arenaflex**
At arenaflex, we're committed to fostering an inclusive culture that develops our front-line team members and fosters mutual respect, trust, responsibility, and core values while connecting people and improving lives during our day-to-day operation. 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.
Are you ready to feel a tremendous sense of pride and satisfaction as you do your part to keep the largest airline in the world running smoothly as we care for people on life's journey? Feel free to be yourself at arenaflex.