Experienced Customer Service Supervisor – Ground Operations Management

At arenaflex, we're passionate about delivering exceptional customer experiences and fostering a culture of inclusivity, recognition, and support. As a Customer Service Supervisor, you'll play a vital role in ensuring our customers receive the highest level of service while working collaboratively with our Ground Operations Teams. If you're a strategic thinker with excellent communication skills and a passion for leadership, we want to hear from you!

About arenaflex

arenaflex is a leading organization in the industry, committed to providing our employees with a stable work environment, equal opportunities for learning and personal growth, and a culture that encourages creativity and innovation. Our employees are the backbone of our organization, and we're dedicated to supporting their growth and development. As a Customer Service Supervisor, you'll be part of a dynamic team that's passionate about delivering exceptional customer experiences and making a positive impact on our customers' lives.

Job Summary

As a Customer Service Supervisor, you'll be responsible for managing and training Customer Service Agents, Operations Agents, and Skycaps at our Station. You'll work closely with our Ground Operations Teams to ensure the assignments of various Ground Operations Teams are completed with Safety as the top priority. This role requires a strong leader who can observe and offer guidance, ensure Safety and compliance procedures are followed, and communicate effectively with our teams.

Key Responsibilities

* Actively coordinate with all Departments to maintain the station's on-time performance, Employee morale, and Customer satisfaction

• Respond to and resolve Customer questions, requests, or complaints
• Oversee day-to-day airport operations to create a safe, secure, and legally compliant service-conscious environment
• Meet or exceed performance goals through effective decisions and Assign and track Agents for training compliance
• Coordinate actively with all Departments to maintain the Station's on-time performance and report status updates to leaders and employees consistently
• Drive performance processes by forecasting operational situations that may impact the operation, monitoring and achieving results against key metrics, and holding responsible parties accountable for results
• Review and ensure accurate delay coding
• Work with staff planning to build bids that are in line with department's hourly goals
• Perform administrative duties daily, such as building of shift bids, closing bids, daily work assignments, daily payroll, and attendance reports, monitoring staffing in all areas and verifying that overtime is used properly
• Assure proper administration of labor contracts or agreements, emphasizing minimal labor disputes
• May perform other job duties as directed by Employee's Leaders

Essential Qualifications

* Fully functioning, broad knowledge in: + Airlines Operation Management + Customer Service

• Knowledge of principles and processes for providing Customer and personal services, including Customer needs assessment, meeting quality standards for services, and evaluation of Customer satisfaction
• Knowledge of applicable Collective Bargaining Agreements and their applications
• Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources
• Skilled in using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems
• Ability to shift back and forth between two or more activities or sources of information (such as speech, sounds, touch, or other sources)
• Ability to apply general rules to specific problems to produce answers that make sense
• Ability to recognize and address performance and safety concerns in a timely manner
• Ability to ensure all equipment is maintained and available for the operation

Preferred Qualifications

* Experience in a leadership role, preferably in a customer-facing environment

• Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography, and transcription, designing forms, and other office procedures and terminology
• Ability to obtain a SIDA (Secured Identification Display Area) badge and meet all local airport requirements
• Ability to obtain GSC (Ground Security Coordinator) qualification and comply with DOT (Department of Transportation) drug and alcohol testing program
• May be required by Station Leadership to obtain a Customs Seal and meet all requirements to work on international flights

Work Environment and Company Culture

As a Customer Service Supervisor at arenaflex, you'll be part of a dynamic team that's passionate about delivering exceptional customer experiences. Our work environment is fast-paced and challenging, but we're committed to supporting our employees' growth and development. We offer a range of benefits, including:

• Competitive pay and benefits package
• Opportunities for overtime and shift premiums
• Additional bonus opportunities for eligible Leadership and individual contributor roles
• Fly for free on any open seat on all arenaflex flights (your eligible dependents too)
• Southwest will help fund your Retirement Savings Plan with Company contributions up to 9.3% of your eligible earnings
• Potential for annual ProfitSharing contribution in the arenaflex Retirement Savings Plan- when arenaflex profits, you profit
• Competitive health insurance for you and your eligible dependents (including pets)
• Opportunities for continuous learning and development

How to Apply

If you're a strategic thinker with excellent communication skills and a passion for leadership, we want to hear from you! Please submit your application through our website, including your resume and a cover letter outlining your qualifications and experience. We look forward to hearing from you!

Equal Opportunity Employer

arenaflex is an Equal Opportunity Employer. We continue to look for opportunities to reflect the communities we serve, and welcome applicants with diverse thoughts, backgrounds, and experiences. Apply for this job