Are you a seasoned leader with a passion for delivering exceptional customer experiences? Do you thrive in fast-paced environments where no two days are ever the same? If so, we invite you to join arenaflex as an Experienced Customer Service Supervisor – Ground Operations Management. As a key member of our team, you will play a vital role in ensuring the smooth operation of our airport stations, providing top-notch customer service, and driving business growth.
**About arenaflex**
arenaflex is a leading provider of innovative solutions in the aviation industry. Our commitment to excellence, customer satisfaction, and employee well-being has earned us a reputation as a trusted partner among airlines and airports worldwide. We take pride in our diverse and inclusive work environment, where creativity, innovation, and teamwork come together to drive success.
**Job Summary**
As an Experienced Customer Service Supervisor, you will be responsible for managing and training Customer Service Agents, Operations Agents, and Skycaps at our Chicago MDW station. Your primary focus will be on ensuring the efficient and safe operation of our airport station, providing exceptional customer service, and driving business growth. You will work closely with various departments to maintain on-time performance, employee morale, and customer satisfaction.
**Key Responsibilities**
* Manage and train Customer Service Agents, Operations Agents, and Skycaps to ensure they meet or exceed performance goals
* 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 in a timely and professional manner
* Oversee day-to-day airport operations to create a safe, secure, and legally compliant service-conscious environment
* Meet or exceed performance goals through effective decision-making and strategic planning
* Assign and track agents for training compliance and ensure accurate delay coding
* Work with staff planning to build bids that are in line with departmental hourly goals
* Perform administrative duties daily, such as building of shift bids, closing bids, daily work assignments, daily payroll, and attendance reports
* Monitor staffing in all areas and verify that overtime is used properly
* Assure proper administration of labor contracts or agreements, emphasizing minimal labor disputes
**Essential Qualifications**
* Fully functioning, broad knowledge in Airlines Operation Management and Customer Service
* 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
* Must be a U.S. citizen or have the authorization to work in the United States as defined by the Immigration Reform Act of 1986
* Must be at least 18 years of age
* Must be able to comply with Company attendance standards as described in established guidelines
**Preferred 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
* 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
**Skills and Competencies**
* Excellent leadership and communication skills
* Strong problem-solving and analytical skills
* Ability to work in a fast-paced environment and adapt to changing situations
* Strong customer service skills and ability to provide exceptional customer experiences
* Ability to work effectively in a team environment and build strong relationships with colleagues and stakeholders
* Strong organizational and time management skills, with ability to prioritize tasks and meet deadlines
* Ability to maintain a well-groomed appearance and adhere to Company appearance standards
**Career Growth Opportunities and Learning Benefits**
At arenaflex, we believe in investing in our employees' growth and development. As a Customer Service Supervisor, you will have opportunities to:
* Participate in continuous learning and development programs to enhance your skills and knowledge
* Collaborate with experienced leaders and colleagues to share best practices and learn from their expertise
* Take on new challenges and responsibilities to drive business growth and innovation
* Develop your leadership skills and mentor junior team members
* Enjoy a competitive salary and benefits package, including opportunities for overtime and shift premiums
**Work Environment and Company Culture**
arenaflex is committed to providing a safe, inclusive, and supportive work environment that fosters creativity, innovation, and teamwork. As a Customer Service Supervisor, you will work in a dynamic and fast-paced environment where no two days are ever the same. You will be part of a diverse and inclusive team that values employee well-being, work-life balance, and community involvement.
**Compensation, Perks, and Benefits**
arenaflex offers a competitive salary and benefits package, including:
* Pay of $32.32 to $32.32 per hour, depending on qualifications and experience
* 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, including:
+ Fly for free, as a privilege, on any open seat on all Southwest 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 Southwest profits, you profit
**How to Apply**
If you are a motivated and experienced leader with a passion for delivering exceptional customer experiences, we invite you to apply for the Experienced Customer Service Supervisor – Ground Operations Management role at arenaflex. Please submit your application today, and join our team of dedicated professionals who are shaping the future of the aviation industry.