At arenaflex, we're passionate about delivering exceptional customer experiences that exceed our passengers' expectations. As a Customer Service Supervisor in our Ground Operations team, you'll play a vital role in ensuring the smooth operation of our airport stations, providing top-notch service to our customers, and fostering a positive and inclusive work environment for our employees.
**About arenaflex**
arenaflex is a leading airline that connects people to what's important in their lives through friendly, reliable, and low-cost air travel. We're committed to providing our employees with a stable work environment, equal opportunities for learning and personal growth, and a culture that encourages creativity and innovation. Our employees are the heart of our organization, and we're dedicated to supporting their growth and development.
**Job Summary**
As a Customer Service Supervisor, you'll be responsible for managing and training Customer Service Agents, Operations Agents, and Skycaps at our airport stations. You'll work closely with various departments to ensure the efficient operation of our stations, maintain high levels of customer satisfaction, and promote a safe and secure work environment. This role requires strong leadership skills, excellent communication abilities, and a passion for delivering exceptional customer experiences.
**Responsibilities**
* Actively coordinate with all departments to maintain the station's on-time performance, employee morale, and customer satisfaction
* Respond to and resolve customer questions, requests, or complaints in a timely and professional manner
* Oversee day-to-day airport operations to create a safe, secure, and legally compliant service-conscious environment
* Meet or exceed performance goals through effective decision-making and leadership
* Assign and track agents for training compliance and ensure accurate delay coding
* Drive performance processes by forecasting operational situations that may impact the operation, monitoring and achieving results against key metrics, and holding responsible parties accountable for results
* Work with staff planning to build bids that are in line with departmental hourly goals
* Perform administrative duties daily, such as building of shift bids, closing bids, daily work assignments, daily payroll, and attendance reports
* Assure proper administration of labor contracts or agreements, emphasizing minimal labor disputes
* May perform other job duties as directed by Employee's Leaders
**Knowledge, Skills, and Abilities**
* Knowledge of principles and processes for providing customer and personal services, including customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction
* Knowledge of applicable Collective Bargaining Agreements and their applications
* Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources
* Skilled in using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems
* Ability to shift back and forth between two or more activities or sources of information (such as speech, sounds, touch, or other sources)
* Ability to apply general rules to specific problems to produce answers that make sense
* Ability to recognize and address performance and safety concerns in a timely manner
* Ability to ensure all equipment is maintained and available for the operation
**Education**
* High school diploma or equivalent required; associate's or bachelor's degree in a related field preferred
**Experience**
* Fully functioning, broad knowledge in:
+ Airlines Operation Management
+ Customer Service
**Licensing/Certification**
* Must be able to obtain a SIDA (Secured Identification Display Area) badge and meet all local airport requirements
* Ability to obtain GSC (Ground Security Coordinator) qualification and comply with DOT (Department of Transportation) drug and alcohol testing program
* May be required by Station Leadership to obtain a Customs Seal and meet all requirements to work on international flights
**Physical Abilities**
* Ability to perform work duties from a limited space workstation/desk/office area for extended periods of time
* Ability to communicate and interact with others in the English language to meet the demands of the job
* Ability to use a computer and other office productivity tools with sufficient speed and accuracy to meet the demands of the job
* Ability to lift and move items of 70 pounds and/or more on a regular basis and repetitively lift weights of 40 to 50 pounds on raised surfaces
* Ability to climb, bend, kneel, crawl, and stoop on a frequent basis and for an extended period
* Ability to perform assigned duties with potential exposure to excessive noise, vibration, and/or sensory conditions
* Ability to perform assigned duties in outdoor and inclement weather conditions
**Other Qualifications**
* Must maintain a well-groomed appearance per Company appearance standards as described in established guidelines
* Must be a U.S. citizen or have the authorization to work in the United States as defined by the Immigration Reform Act of 1986
* Must be at least 18 years of age
* Must be able to comply with Company attendance standards as described in established guidelines
**Compensation and Benefits**
* Competitive hourly rate of $34.94 to $36.39 per hour, depending on qualifications and experience
* Opportunities for overtime and shift premiums
* Eligible for additional bonus opportunities and awarded at the discretion of the Company
* Comprehensive benefits package, including:
+ Fly for free on any open seat on all arenaflex flights (your eligible dependents too)
+ Company contributions up to 9.3% of your eligible earnings to your Retirement Savings Plan
+ Potential for annual ProfitSharing contribution in the arenaflex Retirement Savings Plan
+ Competitive health insurance for you and your eligible dependents (including pets)
+ Explore more benefits at [arenaflex benefits website]
**Work Environment and Culture**
* arenaflex is an Equal Opportunity Employer, committed to reflecting the communities we serve and welcoming applicants with diverse thoughts, backgrounds, and experiences
* Our employees are the heart of our organization, and we're dedicated to supporting their growth and development
* We foster a culture of inclusion, recognition, and support of a safe work environment
**How to Apply**
If you're passionate about delivering exceptional customer experiences and leading a team to success, we encourage you to apply for this exciting opportunity. Please visit our careers website at [arenaflex careers website] to submit your application.