Introduction to arenaflex
arenaflex is not your average airline; we're a dynamic, resilient, and innovative company full of uncommon opportunities for growth and development. As part of our ambitious team, you'll have the chance to make a real impact on our customers' travel experiences, while being supported by a collective and safety-focused environment. With over 40 years of roots in Minnesota, we've established ourselves as a unique hybrid low-cost carrier, offering a diverse range of services including scheduled flights, charter operations, and cargo services across the globe.
Job Overview
We're seeking an experienced Senior Manager Customer Care to lead our customer service strategy and day-to-day operations, focusing on mid-travel recovery, post-travel recovery, and social media customer service. As a key member of our leadership team, you'll be responsible for overseeing the performance of our Customer Care, Central Reservations Control, and Social Media teams, ensuring regulatory compliance, efficiency, and positive customer experiences.
Key Responsibilities
- Oversee the performance of the Customer Care team, Central Reservations Control team, and Social Media team, providing guidance and support to ensure efficient service and high customer satisfaction
- Manage people, processes, and technology to support regulatory compliance, efficiency, and positive customer experiences, serving as a subject matter expert on regulatory requirements and changes
- Maintain an environment that values employees and provides opportunities for individual growth and advancement, using customer feedback to inform stakeholders and drive improvements across the organization
- Ensure 24/7 coverage for Central Reservations Control to support stations and irregular operations, representing the customer and team in ongoing reviews of irregular operations management and service recovery
- Identify customer and competitor trends, partnering with cross-functional leaders to improve processes and support a positive customer experience, while monitoring changes to DOT policies and procedures
- Other duties as assigned, including periodic commute to arenaflex headquarters
Qualifications and Skills
To be successful in this role, you'll need:
- A Bachelor's degree or 4 years of relevant work experience in customer-facing or customer service management
- 3+ years of operational leadership experience, preferably in a highly regulated environment with a focus on airline complaint processes and DOT regulatory requirements
- Proficiency in Microsoft Office Suite applications, with the ability to analyze and interpret data, create reports, and communicate effectively in writing and verbally
- Experience working in a remote environment, with a private office and distraction-free space, and a hard-wired connection to your modem of at least 10 MBPS
Preferred Skills
- Experience managing people leaders and irregular operations, with a strong understanding of customer communication platforms such as Salesforce, 15 Below, and Sprout Social
- Currently holding or able to obtain Complaint Resolution Official (CRO) status, with a deep understanding of regulatory requirements and changes
Career Growth and Development
At arenaflex, we're committed to supporting the growth and development of our employees, providing opportunities for advancement and professional development. As a Senior Manager Customer Care, you'll have the chance to:
- Develop your leadership skills, overseeing a team of customer service professionals and contributing to the development of our customer service strategy
- Expand your knowledge of the airline industry, staying up-to-date on regulatory changes and developments, and sharing your expertise with others
- Collaborate with cross-functional teams, building relationships and driving improvements across the organization
Work Environment and Company Culture
arenaflex is a dynamic and innovative company, with a strong focus on customer satisfaction, employee development, and community involvement. As a remote employee, you'll be part of a distributed team, with opportunities to connect with colleagues and contribute to our company culture. We offer a range of benefits, including:
- Comprehensive benefit package, including dental and vision, PPO and high deductible health plans, and health savings accounts
- 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, and employee assistance programs
- Fitness incentives and stop smoking support, with a focus on employee well-being and health
Compensation and Perks
arenaflex offers a competitive compensation package, with a range of perks and benefits designed to support your well-being and career growth. As a Senior Manager Customer Care, you can expect:
- A competitive salary, with opportunities for bonuses and incentives
- A comprehensive benefits package, with a range of options to support your health and well-being
- Opportunities for professional development and growth, with a focus on leadership skills and industry knowledge
- A dynamic and innovative work environment, with a strong focus on customer satisfaction and employee development
Conclusion
If you're a motivated and experienced customer service professional, looking for a new challenge and opportunity for growth, we encourage you to apply for the Senior Manager Customer Care role at arenaflex. With our commitment to customer satisfaction, employee development, and community involvement, we're confident that you'll find a rewarding and challenging career with our team. Apply today to join our dynamic and innovative company, and take the first step towards a exciting new chapter in your career.
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