Are you a seasoned professional with a passion for delivering exceptional customer service and a knack for leading high-performing teams? Do you thrive in fast-paced environments where no two days are ever the same? If so, we invite you to join arenaflex, a dynamic and innovative organization that's revolutionizing the airline industry.
As an Experienced Full Stack Customer Service Manager at arenaflex, you'll play a critical role in shaping the customer experience and driving business growth. You'll be responsible for leading a team of customer service representatives, developing and implementing strategies to improve customer satisfaction, and collaborating with cross-functional teams to ensure seamless operations.
**About arenaflex**
arenaflex is a leading airline that's committed to providing exceptional customer experiences. We're a company that values diversity, inclusion, and innovation, and we're passionate about creating a workplace that's welcoming and empowering for all our employees. Our 20+ Employee Business Resource Groups are dedicated to connecting our colleagues to our customers, partners, communities, and investors, and we're proud to be a company that's making a positive impact on the world.
**Job Summary**
As an Experienced Full Stack Customer Service Manager at arenaflex, you'll be responsible for:
* Leading a team of customer service representatives to deliver exceptional customer experiences
* Developing and implementing strategies to improve customer satisfaction and loyalty
* Collaborating with cross-functional teams to ensure seamless operations and resolve complex issues
* Providing coaching and training to team members to enhance their skills and performance
* Analyzing customer feedback and data to identify trends and areas for improvement
* Developing and implementing process improvements to increase efficiency and productivity
* Managing and resolving customer complaints and issues in a timely and professional manner
* Collaborating with other departments to ensure alignment and effective communication
**Responsibilities**
* Drive functional excellence while maintaining a safety-conscious environment that elevates end-to-end exceptional customer service, resulting in employee and customer well-being and prosperity
* Be a safety advocate: Identify safety concerns and address them on a case-by-case basis
* Establish team and individual objectives aligned with departmental and organizational targets; Mentor and tutor frontline colleagues in skill development, customer service excellence, and company culture behaviors
* Establish and promote effective relationships with colleagues that foster empathy, legitimacy, trustworthiness, respect, and poise
* Successfully allocate resources and provide suitable support to enable 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 to collaborate to achieve shared objectives
* Experience with Joint Collective Bargaining Agreement (JCBA) and ensure colleagues adhere to corporate strategy/method
* Embody the core values: (Enthusiasm, responsibility, productivity, reliability, dependability, good faith, genuineness, energy, and devotion)
* Ability to tackle complex shortages with minimal oversight
* Strong communicator with all levels of the operation
* Ability to manage multiple software programs simultaneously to rapidly investigate the operation and determine the best course of action throughout the day
* Coordinate tasks for frontline colleagues to work trips at doors efficiently
* Utilize GS Realtime and other software (e.g., Prime, GETNG, Saber) to identify and grant additional time, provide staffing data sources, and visit reports
* Being proactive and effective with using time productively
* Ability to work additional hours when functional requirements dictate
* Ability to work rotating shifts, including weekends, holidays, and days-off
* Preferred Capabilities
+ Training and Early Professional training
+ Past airport customer service experience
+ 3 years of experience leading others
+ Knowledge of organizational policies and procedures and useful automation applications
**Essential Skills and Competencies**
* Ability to draw out the best performance in 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 necessary
* 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 enhancements or take corrective 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, Outlook, and other software applications
* Has USPS freedom or the ability to acquire USPS clearance. USPS has a five-year US residency requirement.
**What You'll Get**
At arenaflex, we're committed to providing our employees with a comprehensive benefits package that includes:
* 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 want you to be your best self - that's why our health programs provide you with the tools, resources, and support you need.
* 401(k) Program: Available upon hire, and business 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 Team**
At arenaflex, we're passionate about creating a workplace that's welcoming and empowering for all our employees. We're committed to diversity, inclusion, and innovation, and we're proud to be a company that's making a positive impact on the world.
If you're a motivated and results-driven professional who's passionate about delivering exceptional customer service and leading high-performing teams, we invite you to join our team. Apply now and let's discuss how you can become a vital part of our success story.