Airport Operations Customer Service Manager – Leading High-Performing Frontline Teams | $26/Hour – Chicago

Join arenaflex: Where Your Career Takes Flight

Are you ready to explore a world of possibilities, both at work and during your downtime? Join the arenaflex family, and you'll travel the globe, develop your expertise, and become the best version of yourself. As you embark on a new journey, you'll tackle challenges with flexibility and grace, acquiring new skills and advancing your career while having a great time. Ready to elevate both your personal and professional life? Jump in and let's soar together!

At arenaflex, we believe that exceptional customer experiences begin with exceptional leadership. We're searching for a goal-oriented Customer Service Manager (CSM) who wants to elevate their experience, knowledge, and network within our organization. With our comprehensive management development program, you will be able to develop yourself to be the best leader you can be in the arenaflex family.

Why You'll Love This Role

As a Customer Service Manager at arenaflex, you'll be at the heart of our airport operations, ensuring a safe, high-performing environment while leading, engaging, coaching, and developing our world-class frontline colleagues. You'll support your team's efforts by creating a safe, reliable operation while delivering an outstanding customer experience that keeps passengers coming back.

This role is perfect for individuals who thrive in a fast-paced, dynamic environment and are passionate about safety, teamwork, leadership, and delivering quality service to our customers, frontline teams, and partners. You'll enable an environment that develops our frontline colleagues and fosters mutual respect, trust, accountability, and core values while connecting people and improving lives during our everyday operations.

This position is a member of the Airports Group within the Customer Experience Division, working from our Chicago location.

What You'll Do

Operational Excellence & Safety Leadership

• Drive operational excellence while maintaining a safety-conscious environment that promotes end-to-end exceptional customer service, resulting in employee and customer safety and wellbeing


• Be a safety advocate: Proactively search for safety concerns and address them appropriately, ensuring compliance with all safety regulations and protocols


• Establish team and individual goals that support departmental and organizational objectives; coach and guide frontline colleagues in skill development, customer service escalation, and company culture behaviors


• Ensure ongoing safety and reliability of our operation by conducting self-reviews, observations, root cause analyses, and other related safety initiatives


• Effectively allocate resources and provide appropriate support to enable teams to achieve operational goals in a safe manner

Team Development & Communication

• Establish and promote effective relationships with colleagues that foster empathy, authenticity, integrity, respect, and dignity


• Advance effective communication among departments to engage our team to work together to achieve shared goals


• Manage elevated service issues and be visible to your colleagues when issues arise, providing immediate support and resolution


• Deliver key corporate and local information to frontline leaders in an efficient and effective manner; set expectations and ensure colleagues understand the "why" behind focus areas and critical initiatives

Compliance & Policy Management

• Experience with Joint Collective Bargaining Agreement (JCBA) and ensure colleagues adhere to corporate policy and procedures


• Ability to learn and apply association contract rules and regulations in daily interactions with frontline colleagues and local union leaders


• Embrace our core values: Passion, commitment, efficiency, reliability, loyalty, optimism, honesty, motivation, and dedication

Preferred Qualifications, Education & Prior Experience

Experience

• Previous airport customer service experience is highly preferred


• Minimum of 3 years of experience leading others in a fast-paced service environment


• Knowledge of company policies and procedures and functional automation applications


• Demonstrated success in managing frontline teams and driving performance excellence

Skills, Licenses & Certifications

• Employee Engagement: Ability to draw out the best performance in the workforce through proactive employee engagement and support for an inclusive workspace


• Active Listening: Capacity to listen attentively – concentrating fully on what others are saying, taking time to understand the points being made, asking questions as appropriate


• Critical Thinking: Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to issues


• Performance Monitoring: Ability to monitor and assess performance of self, colleagues, and the operation to make improvements or take corrective action


• Strong reasoning skills with the ability to make sound decisions under pressure


• Independent & Collaborative Work: Ability to work independently as well as collaboratively with cross-functional teams


• High-Pressure Performance: Capacity to work under demanding operational situations while maintaining composure and effectiveness


• Priority Management: Ability to prioritize and execute with a sense of urgency and precision


• Business Judgment: Capacity to use sound business judgment to resolve issues with internal and external customers


• Coordination Skills: Ability to coordinate station activities and collaborate with multi-functional departments and partners to ensure essential requirements are met for a safe, efficient, on-time operation


• Technical Proficiency: Knowledge of Microsoft Office including Word, Excel, PowerPoint, Outlook, and other relevant software applications


• Security Clearance: Must have USPS clearance or the ability to obtain USPS clearance


• Flexibility: Ability to work additional hours when there are operational requirements


• Shift Work: Ability to work rotating shifts including weekends, holidays, and days off

What You'll Get

Take advantage of everything arenaflex has to offer:

Comprehensive Health Benefits

From day one, you'll have access to your health, dental, prescription, and vision benefits to help you stay great. That's just the beginning – we also offer virtual doctor visits, flexible spending accounts, and so much more to support your overall wellbeing and that of your family.

Wellness Programs

We want you to be your best self – that's why our wellness programs provide you with the appropriate tools, resources, and support you need to thrive physically, mentally, and emotionally.

401(k) Program

Available upon hire and, depending on the workgroup, employer contributions to your 401(k) program are available following one year of service. We're invested in your future financial security.

Additional Benefits

Other great benefits include our Employee Assistance Program, pet insurance, and exclusive discounts on hotels, cars, cruises, and more. We've thought of everything to make your life easier and more enjoyable.

Be Yourself at arenaflex

From the colleagues we hire to the customers we serve, inclusion and diversity are the foundation of the dynamic workforce at arenaflex. Our 20+ Employee Business Resource Groups are focused on connecting our colleagues to our customers, partners, communities, and shareholders, helping colleagues reach their full potential and creating an inclusive workplace to address and exceed the challenges of our diverse world.

At arenaflex, we celebrate differences and believe that diverse perspectives make us stronger. We foster an environment where everyone feels valued, respected, and empowered to bring their authentic selves to work every day.

Your Next Adventure Awaits

Are you ready to feel immense pride and satisfaction as you do your part to keep one of the world's leading airlines running smoothly as we care for people on life's journey? Join us and be yourself at arenaflex.

This is more than just a job – it's an opportunity to grow your career, make meaningful connections, and be part of a team that truly makes a difference in the lives of millions of travelers every year. Apply now and take the first step toward an exciting and rewarding future with arenaflex!