Experienced Customer Service Manager – Airport Operations & Team Leadership ($27/Hour)

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About arenaflex

Welcome to arenaflex, where the sky isn't the limit—it's just the beginning. As one of the world's leading airlines, we connect people, cultures, and destinations across the globe, carrying millions of passengers to their desired destinations each year. Our commitment to excellence, safety, and exceptional customer service has made us a trusted name in the aviation industry. We believe that every journey matters, and our team members are at the heart of making those journeys seamless, comfortable, and memorable.

At arenaflex, we don't just transport passengers from point A to point B; we create experiences that transform travel into an adventure. Our dedicated professionals work tirelessly behind the scenes and on the frontlines to ensure that every customer receives the warm, professional service they deserve. If you're looking for a career where you can grow, learn, and make a meaningful impact, you've found your home at arenaflex.

Why You'll Love This Role

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 this exciting journey, you'll tackle challenges with flexibility and grace, acquiring new skills and advancing your career while having a great time.

Arenaflex is searching for a goal-oriented Customer Service Manager (CSM) who wants to elevate their experience, knowledge, and network within our organization. With our comprehensive management development program, you will be able to develop yourself to be the best leader you can be at arenaflex. As a Customer Service Manager, you'll ensure a safe, high-performing operation by leading, engaging, teaching, and developing frontline team members. You will support your team's efforts by creating a safe, reliable operation while delivering an exceptional customer experience.

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, partners, and vendors. You'll be empowered to foster an environment that develops our frontline team members and promotes mutual respect, trust, accountability, and core values while connecting people and improving lives during our daily operations.

What You'll Do

As a Customer Service Manager at arenaflex, you'll play a pivotal role in driving operational excellence while maintaining a safety-conscious environment that elevates end-to-end exceptional customer support, resulting in employee and customer safety and well-being. Your leadership will be instrumental in shaping the future of our airport operations.

Leadership & Team Development

• Lead, engage, teach, and develop frontline colleagues to reach their full potential


• Establish team and individual goals in support of departmental and company objectives


• Coach and mentor frontline colleagues in skill development, customer service escalation, and company culture behaviors


• Build and maintain effective relationships with colleagues that foster empathy, authenticity, integrity, respect, and dignity


• Create an inclusive work environment where every team member feels valued and empowered to succeed

Operational Excellence

• Drive operational excellence while maintaining a safety-first mindset


• Effectively allocate resources and provide appropriate support to enable teams to meet operational goals in a safe manner


• Coordinate operations for frontline colleagues to manage flights at gates dynamically


• Utilize GS Realtime and various programs (such as Prime, GETNG, Sabre) to identify and grant day-of overtime, provide staffing inputs, and generate gate reports


• Manage multiple software programs simultaneously to quickly troubleshoot operations and determine the best course of action throughout the day

Safety & Compliance

• Be a safety advocate: Identify safety concerns and address them appropriately


• Ensure the ongoing safety and reliability of our operation by conducting self-audits, observations, root cause analyses, and other related safety initiatives


• Experience with Joint Collective Bargaining Agreement (JCBA) and ensure colleagues adhere to corporate policy/procedures


• Maintain compliance with all federal, state, and local regulations

Communication & Collaboration

• Promote effective communication among departments to engage our team to work together to achieve shared goals


• Serve as a strong communicator with all levels of the operation


• Coordinate station activities and collaborate with multi-functional departments and partners to ensure essential requirements are met for a safe, efficient, on-time operation

Problem Solving & Initiative

• Address complex staffing shortages with minimal oversight


• Be proactive and efficient with time management


• Solve complex problems using sound business judgment to resolve issues with internal and external customers


• Embrace our core values: enthusiasm, commitment, efficiency, reliability, trustworthiness, optimism, authenticity, energy, and dedication

Work Schedule & Flexibility

• Ability to work additional hours when there are operational requirements


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


• Must be adaptable to changing operational demands

Qualifications

Education

• Bachelor's Degree required

Preferred Experience

• Prior airport customer service experience


• Three years of experience leading others


• Knowledge of company policies and procedures and practical automation applications


• Training and prior professional experience in a leadership role

Skills, Licenses & Certifications

• Ability to bring out the best performance in the workforce through proactive employee engagement and support for an inclusive workspace


• Active listening skills - focusing 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 problems


• Monitoring and assessing performance of self, colleagues, and the operation to make improvements or take corrective action


• Strong problem-solving abilities


• Ability to work independently as well as collaboratively


• Ability to work under demanding operational situations


• Ability to prioritize and execute with urgency and precision


• Sound business judgment to resolve issues with internal and external customers


• Knowledge of Microsoft Office to include Word, Excel, PowerPoint, Outlook, etc.


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

What You'll Get

At arenaflex, we believe in rewarding our team members for their dedication and hard work. Here's what you can expect when you join our family:

Comprehensive Health Benefits

From day one, you'll have access to your 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 so much more to support your overall well-being.

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 to thrive physically, mentally, and emotionally.

401(k) Program

Available upon hire and, depending on the workgroup, company contributions to your 401(k) program are available following one year of service. We're invested in your financial future.

Additional Benefits

Other great benefits include our Employee Assistance Program, pet insurance, and discounts on hotels, cars, cruises, and more. We believe in taking care of our team members inside and outside of work.

Travel Privileges

As part of the arenaflex family, you'll enjoy exclusive travel benefits that allow you to explore the world at discounted rates, making your personal adventures even more memorable.

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, partners, communities, and shareholders, helping colleagues reach their full potential and creating an inclusive workplace to address and exceed the challenges of our diverse world.

We celebrate the unique perspectives and backgrounds that each team member brings to our organization. We believe that diversity drives innovation, and we're committed to fostering an environment where everyone feels welcome, respected, and empowered to contribute their best work.

Join Our Team

Are you ready to feel a deep sense of pride and fulfillment as you do your part to keep the aviation industry moving forward? Are you prepared to be part of a team that cares for people on life's journey? At arenaflex, you'll find more than just a job—you'll find a career where you can grow, learn, and make a lasting impact.

We invite you to bring your talents, passion, and energy to arenaflex. If you're ready to take the next step in your career and join a team that's committed to excellence, we encourage you to apply today. Your journey with arenaflex starts here, and the sky truly is the limit.

Position: Customer Service Manager

Location: Chicago, USA

Employment Type: Full Time

Work Hours: 8 Hours

Salary: $27/Hour