Experienced Customer Service Manager for Customer Recovery and Operations - Leading Customer Experience and Service Delivery at blithequark

Introduction to blithequark and the Industry

Are you ready to embark on a new journey in the aviation industry, where you can explore a world of possibilities, both at work and during your time off? Join the blithequark family, and you’ll travel the world, grow your expertise, and become the best version of yourself. As you tackle challenges with flexibility and grace, you’ll learn new skills, advance your career, and have the time of your life. At blithequark, we believe in enriching both your personal and work life, and we invite you to hop on board and be part of our dynamic team.

Why You'll Love This Job

This role is a member of the Customer Planning Team within the Customer Experience Division at blithequark. As a Customer Service Manager for Customer Recovery and Operations, you will be responsible for leading customer service recovery efforts, supporting the Integrated Operations Control (IOC), airports, and additional departments during regular and irregular flight operations. You will consult and coordinate with IOC operational teams, Dispatch, and various Service Recovery groups to make operational decisions that support Airport Customer Service needs, maintain customer recovery integrity, and ensure excellent customer service throughout the event.

• Lead customer service recovery efforts to ensure excellent customer service and maintain customer recovery integrity.
• Collaborate with IOC operational teams, Dispatch, and Service Recovery groups to make operational decisions and recommend customer-friendly solutions.
• Support stations and hubs with irregular operations to determine best solutions for customers.

What You'll Do

In this role, you will be responsible for a wide range of tasks, including:

• Communicating system irregularities to the appropriate parties, including Station GMs, Station Regional Directors, customer service recovery teams, and other stakeholders.
• Consulting and coordinating with IOC operational teams to make operational decisions and recommend customer-friendly solutions.
• Assisting stations and hubs with irregular operations to determine best solutions for customers.
• Compiling and disseminating operational reports to various stakeholders.
• Communicating and coordinating recovery efforts across many groups, particularly with customer support departments.
• Participating in daily ops conference calls and communicating detailed information affecting customer movement to various groups, including stations.
• Escalating significant issues impacting customers, IROP events, and diversions.
• Assisting Dispatchers with station contact needs during diversions, engaging local customs/immigration, and communicating APIS data when applicable.
• Assisting with proactive notification to customers and internal blithequark departments.
• Supporting and participating in emergency handling processes during EMG Events and updating WebEOC throughout the event as related to customer impact.
• Handling the AA Auto Reaccom tool to rebook disrupted passengers due to flight cancellations and delays.
• Coordinating with Airports & RES to accommodate disrupted passengers.
• Managing inventory, including adding extra sections and equipment upgrades during flight cancellations.
• Developing and suggesting innovative solutions to customer service recovery issues in real-time.
• Consistently promoting corporate objectives and the RCA Strategy (Reliability Convenience and Appearance).

All You'll Need for Success

To be successful in this role, you will need:

Minimum Qualifications - Education & Prior Job Experience

• High school diploma or GED equivalency.
• Airport customer service experience.
• Experience in a management capacity, leading and developing others.

Preferred Qualifications - Education & Prior Job Experience

• College degree or equivalent experiences.
• Must be flexible and able to work a schedule that requires supporting 24X7 operations.
• Operational and Customer Service experience.

Skills, Licenses & Certifications

• Knowledge of Microsoft Office, including Word, Excel, PowerPoint, Outlook, etc.
• Ability to work independently and interface with employees at all levels.
• Team player and collaborator.
• Performs well under stress.
• Focuses on promoting effective service recovery solutions and efforts.
• Collaborates with all work groups.

What You'll Get

At blithequark, we offer a wide range of benefits, including:

• Travel Perks: Ready to explore the world? You, your family, and your friends can reach 365 destinations on more than 6,800 daily flights across our global network.
• Health Benefits: On day one, you’ll have access to your health, dental, prescription, and vision benefits to help you stay well.
• Wellness Programs: We want you to be the best version of yourself – that’s why our wellness programs provide you with all 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.
• Additional Benefits: Other great benefits include our Employee Assistance Program, pet insurance, and discounts on hotels, cars, cruises, and more.

Career Growth Opportunities and Learning Benefits

At blithequark, we believe in investing in our employees and providing opportunities for growth and development. As a Customer Service Manager for Customer Recovery and Operations, you will have access to a wide range of training and development programs, including:

• Leadership development programs.
• Customer service training programs.
• Operational training programs.
• Mentorship programs.

Work Environment and Company Culture Highlights at blithequark

At blithequark, we pride ourselves on our dynamic and inclusive work environment. Our company culture is built on the principles of:

• Inclusion and diversity.
• Respect and empathy.
• Collaboration and teamwork.
• Continuous learning and development.

We believe in creating a work environment that is welcoming, supportive, and inclusive of all employees, regardless of their background, culture, or identity.

Compensation, Perks, and Benefits

At blithequark, we offer a competitive compensation package, including a salary, benefits, and perks. Our compensation package is designed to recognize and reward our employees for their hard work and contributions to the company.

Conclusion

Are you ready to feel a tremendous sense of pride and satisfaction as you do your part to keep blithequark running smoothly? Do you want to be part of a dynamic team that is dedicated to providing excellent customer service and ensuring the success of our operations? If so, we encourage you to apply for the Customer Service Manager for Customer Recovery and Operations role at blithequark. With our competitive compensation package, comprehensive benefits, and opportunities for growth and development, we believe that blithequark is the perfect place for you to build a successful and rewarding career.