Experienced Customer Service Supervisor – Ground Operations Management at arenaflex

As a Customer Service Supervisor at arenaflex, you will play a vital role in ensuring the exceptional experience of our customers, while fostering a culture of inclusivity, recognition, and support within our organization. arenaflex is committed to providing our employees with a stable work environment, equal opportunities for learning and personal growth, and a platform to unleash their creativity and innovation.

About arenaflex

arenaflex is a leading organization in the industry, dedicated to connecting people to what's important in their lives through friendly, reliable, and low-cost air travel. Our purpose is to deliver on our promise of exceptional customer service, while maintaining a safe, secure, and legally compliant service-conscious environment. We are proud to be an Equal Opportunity Employer, committed to reflecting the communities we serve and welcoming applicants with diverse thoughts, backgrounds, and experiences.

Job Summary

As a Customer Service Supervisor, you will be responsible for managing and training Customer Service Agents, Operations Agents, and Skycaps at our Station. You will connect with many people to ensure the assignments of various Ground Operations Teams are completed with Safety as the top priority. This role requires a leader who can observe and offer guidance, ensuring Safety and compliance procedures are followed, and reading and delivering communications to convey important updates.

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
• Assign and track Agents for training compliance
• Coordinate actively with all Departments to maintain the Station's on-time performance
• 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

Essential Qualifications

* 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
• 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
• 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

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

• Licensing/Certification: Must be able 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

Skills and Competencies

* Strong leadership and communication skills

• Ability to work in a fast-paced environment and prioritize tasks effectively
• Strong problem-solving and analytical skills
• Ability to work collaboratively with cross-functional teams
• Strong attention to detail and organizational skills
• Ability to maintain confidentiality and handle sensitive information

Career Growth Opportunities and Learning Benefits

* arenaflex is committed to investing in the growth and development of our employees, providing opportunities for continuous learning and professional development

• Our leadership development programs are designed to help you grow and advance in your career, with a focus on developing the skills and competencies needed to succeed in our industry
• We offer a range of training programs and resources to help you stay up-to-date with the latest industry trends and best practices

Work Environment and Company Culture

* arenaflex is a dynamic and inclusive work environment, where employees are encouraged to share their ideas and perspectives

• We value diversity and inclusion, and are committed to creating a workplace where everyone feels welcome and valued
• Our company culture is built on a foundation of respect, empathy, and open communication, with a focus on delivering exceptional customer service and creating a positive experience for our customers

Compensation, Perks, and Benefits

* Competitive salary range: $20 to $28 per hour, based on qualifications

• Opportunities for overtime and shift premiums
• For eligible Leadership and individual contributor roles, additional bonus opportunities are available and awarded at the discretion of the Company
• Benefits you'll love:

+ Fly for free, as a privilege, on any open seat on all arenaflex flights (your eligible dependents too) + Up to a 9.3% 401(k) Company match, dollar for dollar, of your eligible pay, per paycheck + Potential for annual ProfitSharing contribution toward retirement - when arenaflex profits, you profit + Explore more Benefits you'll love: [https://careers.arenaflex.com/benefits](https://careers.arenaflex.com/benefits)

How to Apply

If you are a motivated and experienced leader who is passionate about delivering exceptional customer service, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [https://vacancyglobal.com/register-candidate/](https://vacancyglobal.com/register-candidate/). We look forward to hearing from you! Apply for this job