Customer Service Manager – Leadership Role in Aviation Customer Experience | $25/Hour

Join the arenaflex Family: Where Your Career Takes Flight

Are you ready to explore a universe of possibilities, both at work and during your downtime? Welcome to arenaflex, where you'll journey to the far corners of the globe, develop your potential, and become the best version of yourself. As you embark on this exciting new chapter, you'll tackle challenges with flexibility and grace, acquiring new skills and advancing your career while having a great time. Come ready to elevate both your personal and professional life and jump into action!

At arenaflex, we believe that our people are our greatest asset. Every day, we connect people and places, bringing the world closer together through exceptional aviation services. As a Customer Service Manager (CSM) with arenaflex, you'll play a pivotal role in ensuring that our passengers receive world-class service while leading a team of dedicated frontline professionals. This is more than just a job—it's a gateway to a rewarding career in one of the most dynamic industries in the world.

Why You'll Love This Work

arenaflex is seeking a goal-oriented Customer Service Manager who wants to elevate their experience, knowledge, and network within our organization. With our comprehensive leadership development program, you will be able to grow into the best leader you can be within the arenaflex family.

As a CSM, you'll ensure a safe, high-performing operation by leading, engaging, coaching, and developing our frontline team members. You'll support your team's efforts by creating a safe, reliable operation while delivering an exceptional customer experience that sets arenaflex apart from the competition.

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 vendors, then this role is perfect for you. You'll foster an environment that develops our frontline colleagues and promotes 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, working alongside passionate professionals who are committed to excellence in every interaction.

What You'll Do

As a Customer Service Manager at arenaflex, your daily responsibilities will be diverse, challenging, and incredibly rewarding. Here's what you can expect:

• Drive Operational Excellence: Maintain a safety-conscious environment that promotes end-to-end exceptional customer care, resulting in employee and customer safety and wellbeing


• Be a Safety Advocate: Proactively identify safety concerns and address them appropriately, ensuring everyone goes home safe each day


• Set Team Goals: Establish team and individual goals that support departmental and company objectives; coach and guide frontline colleagues in skill development, customer service elevation, and company culture behaviors


• Build Strong Relationships: Establish and promote effective relationships with colleagues that foster empathy, authenticity, integrity, respect, and pride


• Resource Management: Effectively allocate resources and provide appropriate support to enable teams to meet operational goals safely


• Ensure Operational Safety: Guarantee the ongoing safety and reliability of our operations by conducting self-reviews, observations, root cause analyses, and other related safety engagements


• Promote Communication: Advance effective communication among departments to engage our team in working together to achieve shared goals


• Policy Compliance: Maintain knowledge of Joint Collective Bargaining Agreement (JCBA) and ensure colleagues adhere to corporate policy and procedures


• Embrace Core Values: embody our fundamental values including passion, commitment, efficiency, reliability, integrity, optimism, authenticity, motivation, and loyalty


• Handle Escalations: Manage elevated service issues and be visible to your colleagues when problems arise


• Lead with Transparency: Deliver key corporate and local information to frontline leaders in an efficient and effective manner; set expectations and ensure colleagues understand the why behind focus areas and critical initiatives


• Apply Contract Knowledge: Ability to learn and apply organization contract rules and regulations in everyday interactions with frontline colleagues and local union leaders

Required Qualifications

To be successful in this role, you'll need:

• Education: Bachelor's Degree from an accredited institution


• Experience: A minimum of 3 years experience leading others in a customer-facing environment


• Airport Experience: Prior airport customer service experience is strongly preferred


• Technical Knowledge: Knowledge of company policies and procedures and functional automation applications


• Work Availability: Ability to work additional hours when operational requirements demand


• Shift Flexibility: Ability to work rotating shifts including weekends, holidays, and days off


• Clearance: Must possess USPS clearance or have the ability to obtain it (USPS has a five-year US residency requirement)

Essential Skills and Competencies

At arenaflex, we look for leaders who bring out the best performance in their workforce through proactive employee engagement and support for an inclusive workspace. The ideal candidate will demonstrate:

• Active Listening: Ability to listen effectively—focusing on what others are saying, taking time to understand the points being made, and asking questions as appropriate


• Critical Thinking: Strong reasoning skills—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 operations to make improvements or take corrective action


• Problem Solving: Strong analytical and problem-solving skills to address challenges quickly and effectively


• Collaboration: Ability to work independently as well as collaboratively with cross-functional teams


• Adaptability: Capacity to work under demanding operational situations with composure and professionalism


• Prioritization: Ability to prioritize and execute with urgency and precision, managing multiple competing priorities effectively


• Business Judgment: Ability to use sound business judgment to resolve issues with internal and external customers


• Coordination: Capacity to coordinate station activities and collaborate with multi-functional departments and offices to ensure essential requirements are met for a safe, efficient, on-time operation


• Technical Proficiency: Knowledge of Microsoft Office applications including Word, Excel, PowerPoint, Outlook, and other productivity tools

Career Growth and Development

At arenaflex, we invest in our people. As a Customer Service Manager, you'll have access to extensive leadership development programs designed to help you grow both personally and professionally. Whether you're looking to advance within the Customer Experience Division or explore other areas of our organization, the skills and experience you'll gain in this role will open doors to numerous career pathways.

You'll work alongside experienced leaders who are committed to mentoring and supporting your growth. Our internal promotion rates are exceptional, with many of our senior leadership team having started in frontline roles just like this one. Your ambition, dedication, and results will determine how far you can go in your arenaflex career.

What You'll Get

arenaflex offers a comprehensive benefits package designed to support your wellbeing and financial security:

• Health Benefits: From day one, you'll have access to comprehensive 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 much more


• Wellness Programs: We want you to be your best self—which is why our wellness programs provide you with the tools, resources, and support you need to thrive physically and mentally


• 401(k) Program: Available upon enrollment, and depending on the workgroup, employer contributions to your 401(k) program are available following 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 exclusive travel benefits that allow you to explore the world at discounted rates

Work Environment and Culture

At arenaflex, diversity and inclusion are at the heart of everything we do. From the colleagues we hire to the customers we serve, inclusion and diversity are the foundation of our dynamic workforce. 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 needs of our diverse world.

You'll find a supportive, collaborative environment where your voice matters and your contributions are recognized. We celebrate achievements, support during challenges, and work together as one team toward common goals. Our culture values authenticity, respect, and a commitment to excellence in every aspect of our operations.

Join the arenaflex 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? Come as you are and join the arenaflex family!

This is your opportunity to make a meaningful impact, develop invaluable skills, and build a career you'll love. Apply now and take the first step toward an exciting future with arenaflex. We can't wait to welcome you aboard!

Position: Customer Service Manager

Employment Type: Full Time

Work Hours: 8 Hours

Salary: $25/Hour

Location: Philadelphia, USA