Join the arenaflex Team: Shape the Future of Customer Experience
Are you ready to explore a world of possibilities, both at work and during your downtime? Join the arenaflex family, and you'll travel the globe, develop your expertise, and become the best version of yourself. As you embark on a new journey, you'll handle challenges with flexibility and grace, acquiring new skills and advancing your career while having a great time. Feel free to advance both your personal and work life and jump in!
At arenaflex, we believe that our people are our greatest asset. We're not just an airline; we're a team of dedicated professionals committed to connecting people and places across the globe. Our mission goes beyond transporting passengers – we're in the business of creating memories, facilitating business opportunities, and bringing families together. As a Customer Service Manager with arenaflex, you'll be at the heart of this mission, ensuring every interaction reflects our core values and commitment to excellence.
Why You'll Love This Role
arenaflex is searching for a goal-oriented Customer Service Manager (CSM) who wants to elevate their experience, knowledge, and network within the organization. With our comprehensive leadership development program, you will be able to develop yourself to be the best leader you can be in the arenaflex association.
As a Customer Service Manager at arenaflex, you'll play a pivotal role in shaping the customer experience across our operations. This isn't just a job – it's a career-defining opportunity to lead, inspire, and make a tangible difference in the lives of our employees and customers alike. You'll be responsible for ensuring a safe, high-performing operation by leading, engaging, coaching, and developing our world-class frontline colleagues.
You'll be supporting your team's work by creating a safe, reliable operation while delivering an outstanding customer experience. If you're motivated by a fast-paced dynamic environment and passionate about safety, teamwork, leadership, and delivering a quality product to our customers, frontline staff, and partners – then arenaflex is the perfect place for you to thrive.
Customer Service Managers at arenaflex are empowered to create an environment that develops our frontline colleagues and fosters mutual respect, trust, accountability, and core values while connecting people and improving lives during our everyday operations. This position is a member of the Airports Group within the Customer Experience Division, offering you exposure to multiple facets of our business and ample opportunities for career growth.
What You'll Do
As a Customer Service Manager at arenaflex, your responsibilities will be diverse, challenging, and incredibly rewarding. Here's what you can expect:
- Drive operational excellence while maintaining a safety-conscious environment that promotes end-to-end exceptional customer service, resulting in employee and customer safety and wellbeing
- Be a safety advocate: Proactively identify safety concerns and address them appropriately, ensuring compliance with all safety regulations and protocols
- Establish team and individual goals that support departmental and organizational objectives; coach and guide frontline colleagues in skill development, customer service escalation, and company culture behaviors
- Build and promote effective relationships with colleagues that foster empathy, authenticity, integrity, respect, and dignity
- Effectively allocate resources and provide appropriate support to enable teams to accomplish operational goals in a safe manner
- Ensure the ongoing safety and reliability of our operation by conducting self-audits, observations, root cause analyses, and other related safety initiatives
- Promote effective communication among departments to engage our team to work together to achieve shared goals
- Experience with Joint Collective Bargaining Agreement (JCBA) and ensure colleagues adhere to corporate policy/procedures
- Embrace our core values: Passion, commitment, efficiency, reliability, loyalty, optimism, honesty, motivation, and dedication
- Manage escalated service issues and be visible to your colleagues when problems arise
- Deliver strategic corporate and local information to frontline leaders in an efficient and effective manner. Set expectations and ensure colleagues understand the why behind the focus/criticality
- Ability to learn and apply association contract rules/regulations in daily interactions with frontline colleagues and local association leaders
Required Qualifications
Education
- Bachelor's Degree from an accredited institution
Previous Professional Experience
- Prior airport customer service experience strongly preferred
- Minimum 3 years of experience leading others in a professional environment
- Knowledge of company policies and procedures and functional automation applications
Essential Skills, Licenses, and Certifications
To succeed as a Customer Service Manager at arenaflex, you'll need to bring a unique combination of technical knowledge, interpersonal skills, and leadership capabilities:
- Employee Engagement: Ability to bring out the best performance in the workforce through proactive employee engagement and support for an inclusive workspace
- Active Listening: Ability to listen attentively – focusing entirely on what others are saying, taking time to understand the points being made, asking questions as appropriate
- Critical Thinking: Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to issues
- Performance Monitoring: Ability to monitor and assess performance of self, colleagues, and the operation to make improvements or take corrective action
- Strong Reasoning Skills: Excellent analytical and problem-solving capabilities
- Independent and Collaborative Work: Ability to work independently as well as collaboratively with cross-functional teams
- Performance Under Pressure: Ability to work under demanding operational situations while maintaining composure
- Priority Management: Ability to prioritize and execute with a sense of urgency and precision
- Business Judgment: Ability to use sound business judgment to resolve issues with internal and external customers
- Coordination Skills: Ability to coordinate station activities and collaborate with multi-functional departments and partners to ensure essential requirements are met for a safe, efficient, on-time operation
- Technical Proficiency: Knowledge of Microsoft Office including Word, Excel, PowerPoint, Outlook, and other relevant software applications
- Security Clearance: Must have USPS clearance or the ability to obtain USPS clearance
- Flexibility: Ability to work additional hours when there are operational requirements
- Shift Availability: Ability to work rotating shifts including weekends, holidays, and days off
Career Growth and Development Opportunities
At arenaflex, we believe in investing in our people. As a Customer Service Manager, you'll have access to unparalleled development opportunities that will accelerate your career:
- Leadership Development Programs: Comprehensive training to sharpen your leadership skills and prepare you for higher responsibilities
- Cross-Functional Exposure: Work with various departments including operations, marketing, finance, and human resources
- Mentorship Opportunities: Learn from seasoned leaders who will guide your professional journey
- Career Path Advancement: Potential to progress into senior management roles within the organization
- Industry Certifications: Support for obtaining relevant industry certifications and credentials
- Continuous Learning: Access to online learning platforms and professional development resources
Work Environment and Culture
Working at arenaflex means being part of a dynamic, fast-paced environment where no two days are alike. You'll be based in Chicago, one of our major hub locations, offering exposure to a high-volume operation with diverse customer interactions.
Our culture is built on mutual respect, collaboration, and a shared commitment to excellence. We foster an environment where diverse perspectives are valued, and every team member has the opportunity to contribute to our success. As a leader, you'll be expected to embody our core values and champion a positive workplace culture that encourages innovation, accountability, and customer-focused service.
We understand that work-life balance is essential. While the aviation industry can be demanding, we strive to provide our employees with the flexibility and support they need to thrive both professionally and personally.
Compensation and Benefits
We recognize that our people deserve competitive compensation and comprehensive benefits. Here's what you'll receive:
- Competitive Hourly Rate: $26 per hour with opportunities for overtime
- Health Benefits: From day one, you'll have access to health, dental, prescription, and vision benefits to help you stay great. That's not all – we also offer virtual doctor visits, flexible spending accounts, and more
- Wellness Programs: We want you to be your best self – that's why our wellness programs provide you with 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 of service
- Additional Benefits: Other great benefits include our Employee Assistance Program, pet insurance, and discounts on hotels, cars, cruises, and more
- Travel Privileges: Enjoy reduced rates on travel for you and your family
- Employee Discounts: Access to exclusive discounts on various products and services
Equal Opportunity Employment
Be yourself at arenaflex.
From the colleagues we hire to the customers we serve, inclusion and diversity are the foundation of the dynamic workforce at arenaflex. Our 20+ Employee Business Resource Groups are focused on connecting our colleagues to our customers, suppliers, communities, and shareholders, helping colleagues reach their full potential and creating an inclusive workplace to address and exceed the challenges of our diverse world.
arenaflex is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome applications from qualified individuals regardless of race, color, religion, sex, national origin, age, disability, genetic information, or any other protected characteristic.
Ready to Make a Difference?
Are you prepared to feel immense pride and satisfaction as you do your part to keep one of the world's leading airlines running smoothly as we care for people on life's journey? Join arenaflex today and become part of something bigger than yourself.
This is your opportunity to lead, grow, and thrive in an industry that connects the world. If you're ready to take the next step in your career and make a meaningful impact, we encourage you to apply now. At arenaflex, you'll find more than a job – you'll find a career and a community that supports your dreams.
Apply today and begin your journey with arenaflex!