Experienced Full Stack Customer Service Manager – Airline Industry Operations

Are you ready to embark on a thrilling journey that combines your passion for delivering exceptional customer experiences with your leadership skills? Do you want to be part of a dynamic team that values diversity, inclusion, and innovation? Look no further than blithequark, where we're seeking an experienced Full Stack Customer Service Manager to join our Airports Group within the Client Experience Division.

About blithequark

blithequark is a world-renowned airline that has been connecting people and cultures for over a century. Our mission is to provide safe, reliable, and exceptional travel experiences that exceed our customers' expectations. As a leader in the airline industry, we're committed to fostering a culture of innovation, collaboration, and continuous improvement. Our 20+ Employee Business Resource Groups (EBRGs) are dedicated to promoting diversity, equity, and inclusion, and we're proud to be recognized as one of the most diverse and inclusive companies in the world.

Why You'll Love This Role

As a Full Stack Customer Service Manager at blithequark, you'll have the opportunity to lead a high-performing team of customer service representatives, drive business growth, and develop your skills in a fast-paced and dynamic environment. You'll be responsible for ensuring a safe, high-performing operation by driving, engaging, training, and developing your team members. You'll also be expected to support your team's work by creating a safe, stable operation while delivering a remarkable customer experience.

Key Responsibilities

* Drives functional excellence while maintaining a safety-conscious environment that elevates end-to-end exceptional customer care, resulting in employee and customer safety and well-being.

• Be a safety advocate: Identify safety concerns and address them on a case-by-case basis
• Establish team and individual objectives aligned with departmental and organizational targets; Mentors and guides frontline colleagues in skill development, customer care excellence, and company culture behaviors.
• Establishs and advances successful relationships with colleagues that cultivate empathy, legitimacy, trustworthiness, respect, and pride
• Successfully allocates resources and provides suitable support to enable teams to achieve functional objectives in a safe manner.
• Ensure the continuous safety and reliability of our operation by conducting self-reviews, observations, root cause analyses, and other related safety commitments.
• Advance effective communication among departments to engage our team to work together to achieve shared objectives.
• Knowledge of Joint Collective Bargaining Agreement (JCBA) and ensure colleagues adhere to corporate policy/procedure.
• Embrace the fundamental values: (Energy, responsibility, productivity, reliability, trustworthiness, good faith, genuineness, inspiration, and reliability
• Manage escalated service issues and be visible to your colleagues when issues arise
• Convey key corporate and local information to frontline leaders in a productive and effective way. Set the expectations and ensure colleagues understand the why behind the focus/criticality.
• Ability to learn and apply association contract rules/regs in daily communications with frontline colleagues and local association leaders.
• Preferred Capabilities

+ Instruction and Earlier Professional training + Past airport customer service experience + 3 years experience leading others + Knowledge of organizational policies and procedures and functional automation applications.

Essential Skills and Competencies

* Ability to extract the best performance from the workforce through proactive employee engagement and support for a comprehensive work environment.

• Ability to effectively listen - focusing on what others are saying, carving out time to understand the points being made, asking questions as needed
• Decisive ability to reason - using logic and thinking to identify the pros and cons of alternative solutions, conclusions, or approaches to problems
• Ability to monitor and evaluate the performance of self, colleagues, and the operation to make improvements or take remedial action.
• Strong critical thinking skills
• Ability to work independently as well as collaboratively
• Ability to work under demanding operational circumstances
• Ability to focus on and execute with a need to get moving and accuracy
• Ability to use sound business judgment to resolve issues with internal and external clients.
• Ability to facilitate station activities and collaborate with multi-functional departments and offices to ensure essential requirements are met for a safe, efficient, on-time operation
• Knowledge of Microsoft Office to include Word, Excel, PowerPoint, Outlook, etc.
• Has USPS clearance or the ability to obtain USPS clearance. USPS has a five-year US residency requirement
• Ability to work additional hours when operational needs arise
• Ability to work rotating shifts including weekends, holidays, and days-off

What You'll Get

As a valued member of the blithequark team, you'll enjoy a comprehensive benefits package that includes:

• Medical benefits: On the very first day, you'll have access to your health, dental, prescription, and vision benefits to help you stay healthy. And that's just the beginning, we also offer virtual doctor visits, flexible spending accounts, and more.
• Health Programs: We believe you should be your best self - that's why our health programs give you the right tools, resources, and support you need.
• 401(k) Program: Available upon hire and, depending on the workgroup, employer contributions to your 401(k) program are available after one year.
• Extra Benefits: Other great benefits include our Employee Assistance Program, pet insurance, and discounts on hotels, cars, travel, and more.

Join the blithequark Family

At blithequark, we're committed to creating a workplace that's inclusive, diverse, and supportive of all employees. We believe that every individual has a unique perspective and contribution to make, and we're dedicated to fostering a culture of innovation, collaboration, and continuous improvement. If you're ready to join a dynamic team that values diversity, inclusion, and innovation, and you're passionate about delivering exceptional customer experiences, we want to hear from you! Apply now to become a part of the blithequark family and start your journey to a rewarding and fulfilling career. Apply Job! Apply for this job