Welcome to arenaflex: Where Your Career Takes Flight
Are you ready to explore a universe of possibilities, both at work and during your downtime? Join the arenaflex family, and you'll journey to the farthest corners of the globe, develop your expertise, and become the best version of yourself. As you embark on this exciting new adventure, you'll handle challenges with flexibility and ease, acquiring new skills and advancing your career while having a great time. Advance both your personal and professional life and jump ready to soar!
At arenaflex, we believe that our people are our greatest asset. We're not just an airline; we're a connection between people, places, and cultures. Every day, our team members help make travel dreams come true for millions of customers around the world. If you're passionate about delivering exceptional experiences, leading high-performing teams, and making a meaningful impact in the aviation industry, we invite you to explore this incredible opportunity with us.
Why You'll Love This Role
arenaflex is seeking a goal-oriented Customer Service Manager (CSM) who wants to elevate their experience, knowledge, and network within our organization. With our industry-leading leadership development program, you will be able to develop yourself to be the best leader you can be within the arenaflex family.
As a Customer Service Manager at arenaflex, you'll play a pivotal role in ensuring a safe, high-performing operation by leading, engaging, coaching, and developing our front-line team members. You will support your team's efforts by creating a safe, reliable operation while delivering an exceptional customer experience that sets arenaflex apart from the competition.
This role is perfect for individuals who thrive in a fast-paced, dynamic environment and are passionate about safety, teamwork, leadership, and delivering a quality product to our customers, stakeholders, and partners. You'll be empowered to foster an environment that develops our front-line team members and promotes mutual respect, trust, accountability, and core values while connecting people and improving lives during our daily operations.
This position is a member of the Airports Group within the Customer Experience Division, working from our Philadelphia hub.
What You'll Do
As a Customer Service Manager at arenaflex, your responsibilities will be comprehensive and impactful:
- Drive Operational Excellence: Maintain a safety-conscious environment that promotes end-to-end exceptional customer care, resulting in employee and customer safety and well-being.
- Be a Safety Advocate: Proactively identify safety concerns and address them appropriately, ensuring the well-being of everyone in our operation.
- Set Goals and Mentor: Establish team and individual goals that support departmental and organizational objectives; coach and guide front-line team members in skill development, customer service elevation, and company culture behaviors.
- Build Strong Relationships: Establish and promote effective relationships with team members that foster empathy, authenticity, integrity, respect, and pride.
- Resource Management: Effectively allocate resources and provide appropriate support to enable teams to achieve operational goals in a safe manner.
- Ensure Safety and Reliability: Maintain ongoing safety and reliability of our operation by conducting self-audits, observations, root cause analyses, and other related safety initiatives.
- Cross-Functional Collaboration: Promote effective communication among departments to engage our teams to work together to achieve shared goals.
- Policy Compliance: Maintain knowledge of Joint Collective Bargaining Agreement (JCBA) and ensure team members adhere to corporate policy and procedures.
- Embrace Our Core Values: Champion our fundamental values including passion, commitment, efficiency, reliability, integrity, optimism, authenticity, motivation, and loyalty in everything you do.
- Issue Resolution: Manage elevated service issues and be visible to your team members when challenges arise.
- Communication Excellence: Deliver key corporate and local information to front-line leaders in an efficient and effective manner. Set expectations and ensure team members understand the why behind priorities and critical initiatives.
- Labor Relations: Apply association contract rules and regulations in daily interactions with front-line team members and local union representatives.
Qualifications We're Seeking
Education and Prior Experience
- Required: Bachelor's degree from an accredited institution
- Preferred: Prior airport customer service experience in the aviation industry
- Required: Minimum 3 years of experience leading others in a professional setting
- Preferred: Knowledge of company policies and procedures and functional automation applications
Essential Skills, Licenses, and Certifications
To succeed in this role, you'll need to demonstrate:
- Ability to bring out the best performance in the workforce through proactive employee engagement and support for an inclusive workspace
- Active Listening: The ability to truly listen - concentrating 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 Assessment: Ability to monitor and assess performance of self, colleagues, and operations to make improvements or take corrective action
- Strong problem-solving skills with a solutions-oriented mindset
- Ability to work independently as well as collaboratively within a team environment
- Capacity to work under demanding operational situations while maintaining composure
- Ability to prioritize and execute with urgency and precision
- Ability to use sound business judgment to resolve issues with internal and external customers
- Ability to coordinate station activities and collaborate with multi-functional departments and vendors to ensure essential requirements are met for a safe, efficient, on-time operation
- Proficiency in Microsoft Office applications including Word, Excel, PowerPoint, Outlook, and Teams
- Must have USPS clearance or the ability to obtain USPS clearance (USPS has a five-year US residency requirement)
- Ability to work additional hours when there are operational requirements
- Ability to work rotating shifts including weekends, holidays, and days off
What You'll Get
Take advantage of everything arenaflex has to offer:
- Comprehensive Health Benefits: From day one, you'll have access to health, dental, prescription, and vision benefits to help you stay well. That's not all - we also offer virtual doctor visits, flexible spending accounts, and so much 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 for physical, mental, and emotional well-being.
- 401(k) Program: Available upon enrollment and, depending on the workgroup, employer contributions to your 401(k) program are available after just 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 incredible travel benefits for you and your family, including discounted flights to destinations around the world.
- Professional Development: Access to ongoing training and career advancement opportunities within one of the world's leading airlines.
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 investors, helping colleagues reach their full potential and creating an inclusive workplace to address and exceed the needs of our diverse world.
At arenaflex, we celebrate differences and believe that our diverse perspectives make us stronger. We're committed to creating an environment where everyone feels valued, respected, and empowered to bring their authentic selves to work every day.
Join Our Team Today
Are you ready to feel an immense sense of pride and fulfillment as you do your part to keep one of the world's leading airlines running smoothly while caring for people on life's journey? This is more than just a job - it's an opportunity to be part of something bigger, to grow professionally, and to make a real difference in the lives of the millions of customers we serve each year.
We invite you to bring your passion, dedication, and leadership skills to arenaflex. Apply now to join our team in Philadelphia and take the first step toward an exciting and rewarding career in aviation leadership!
arenaflex is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, genetic information, or any other protected characteristic.