Are you ready to embark on a thrilling journey that combines your passion for customer service with your expertise in workforce management? Look no further than arenaflex, where we're dedicated to delivering exceptional experiences to our customers while fostering a culture of inclusivity, diversity, and growth. As an Experienced Customer Service Manager – Airport Workforce Management, you'll play a pivotal role in ensuring the smooth operation of our airport workforce, driving operational excellence, and promoting a safe and reliable environment for our customers and team members.
**Why You'll Love This Job**
At arenaflex, we're committed to helping our team members grow and develop their skills, knowledge, and network within the company. As a Customer Service Manager, you'll have the opportunity to:
* Develop yourself to be the best leader you want to be in the arenaflex organization through our leadership program
* Lead, engage, coach, and develop front-line team members to ensure a safe, high-performing operation
* Create a safe, reliable operation while delivering an exceptional customer experience
* Foster an environment that develops our front-line team members and promotes mutual respect, trust, responsibility, and core values
* Be part of the Domestic Airports Team within the Customer Experience Division
**What You'll Do**
As a Customer Service Manager – Airport Workforce Management, your key responsibilities will include:
* Driving operational excellence while maintaining a safety-conscious environment that promotes end-to-end exceptional customer service
* Being a safety advocate and identifying safety concerns to address them as needed
* Establishing team and individual goals in support of departmental and company objectives
* Coaching and mentoring frontline team members in skill development, customer service elevation, and company culture behaviors
* Establishing and promoting effective relationships with team members that foster compassion, authenticity, integrity, respect, and dignity
* Effectively allocating resources and providing support to enable teams to deliver on operational goals in a safe manner
* Ensuring the ongoing safety and reliability of our operation through self-audits, observations, root cause investigations, and other related safety engagements
* Promoting effective communication among departments to engage our team in working together to achieve common goals
* Familiarity with Joint Collective Bargaining Agreement (JCBA) and ensuring team members adhere to corporate policy/procedure
* Embracing the core values of arenaflex: Passion, Commitment, Efficiency, Reliability, Dependability, Optimism, Honesty, Positivity, and Loyalty
* Ability to solve complex staffing issues with minimal oversight
* Strong communication skills with all levels of the operation
* Ability to manage multiple software programs simultaneously to quickly analyze the operation and determine the best course of action
* Coordinate assignments for frontline team members to dynamically work flights at gates
* Utilize GS Realtime and other programs (i.e., Prime, GETNG, SABRE) to identify and grant day-of-overtime, provide staffing inputs, and tour reports
* Being proactive and efficient with time management
* Ability to work extra hours when operational needs arise
* Ability to work rotating shifts, including weekends, holidays, and days-off
**All 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
* Knowledge of Microsoft Office, including Word, Excel, PowerPoint, Outlook, etc.
* Has USPS clearance or the ability to obtain USPS clearance, with a five-year United States residency requirement
**What You'll Get**
As an arenaflex team member, you'll enjoy a range of benefits, including:
* Travel Perks: Explore the world with your family and friends on more than 6,800 daily flights across our global network
* Health Benefits: Access to health, dental, prescription, and vision benefits on day one, plus virtual doctor visits, flexible spending accounts, and more
* Wellness Programs: Receive the tools, resources, and support you need to be the best version of yourself
* 401(k) Program: Available upon hire, with employer contributions to your 401(k) program after one year
* Additional Benefits: Enjoy 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 creating an inclusive work environment that celebrates diversity and promotes growth. Our 20+ Employee Business Resource Groups connect our team members to our customers, suppliers, communities, and shareholders, helping team members reach their full potential. Join us and feel a tremendous sense of pride and satisfaction as you do your part to keep the largest airline in the world running smoothly while caring for people on life's journey.
**Apply Now**
Ready to embark on this exciting journey? Apply now to become an Experienced Customer Service Manager – Airport Workforce Management at arenaflex.