Experienced Customer Service Manager – Airline Industry Operations
Are you ready to embark on a journey that will take you to new heights, challenge your skills, and provide you with a sense of fulfillment and purpose? Look no further than careerzynith, where we're seeking an exceptional Customer Service Manager to join our team. As a key member of our Airports Group within the Customer Experience Division, you'll have the opportunity to make a real impact on the lives of our customers, colleagues, and the entire careerzynith community.
**Why You'll Love This Role**
At careerzynith, we're not just looking for someone to fill a position – we're seeking a leader who is passionate about delivering exceptional customer service, fostering a positive and inclusive work environment, and driving business results. As a Customer Service Manager, you'll have the opportunity to:
* Drive operational excellence while maintaining a safety-conscious culture that elevates end-to-end exceptional customer care, resulting in employee and customer safety and well-being.
* Be a safety advocate: Identify and address safety concerns on a case-by-case basis.
* Establish team and individual goals aligned with departmental and organizational objectives; Mentor and guide frontline colleagues in skill development, customer care excellence, and company culture behaviors.
* Establish and promote successful relationships with colleagues that foster empathy, legitimacy, trustworthiness, respect, and pride.
* Successfully allocate resources and provide suitable support to enable teams to achieve operational objectives in a safe manner.
* Ensure the continuous safety and reliability of our operations by conducting self-reviews, observations, root cause analyses, and other related safety commitments.
* Advance effective communication among departments to engage our team in working together to achieve shared objectives.
* Knowledge of Joint Collective Bargaining Agreement (JCBA) and ensure colleagues adhere to corporate policy/procedure.
* Embody the fundamental values: (Energy, responsibility, productivity, reliability, trustworthiness, good faith, genuineness, inspiration, and reliability)
* Manage escalated service issues and be visible to colleagues when issues arise.
* Communicate key corporate and local information to frontline leaders in a timely and effective manner. Set the expectations and ensure colleagues understand the why behind the focus/criticality.
* Ability to learn and apply association contract rules/regs in daily interactions with frontline colleagues and local association leaders.
**Favored Capabilities and Qualifications**
* Instruction and Earlier Professional training
* Past airport customer service experience
* 3 years experience leading others
* Knowledge of organizational policies and procedures and functional automation applications.
* Ability to extract the best performance from the workforce through proactive employee engagement and support for a comprehensive work environment.
* Ability to effectively listen – focusing on what others are saying, carving out time to understand the points being made, asking questions as appropriate
* Decisive ability to reason – using logic and thinking to identify the pros and cons of alternative solutions, conclusions, or approaches to problems
* Ability to monitor and evaluate the performance of self, colleagues, and the operation to make improvements or take remedial action.
* Strong critical thinking skills
* Ability to work independently as well as collaboratively
* Ability to work under demanding operational circumstances
* Ability to focus on and execute with a need to get moving and accuracy
* Ability to use sound business judgment to resolve issues with internal and external clients.
* Ability to facilitate station activities and collaborate with multi-functional departments and offices to ensure essential requirements are met for a safe, efficient, on-time operation
* Knowledge of Microsoft Office to include Word, Excel, PowerPoint, Outlook, etc.
* Has USPS clearance or the ability to obtain USPS clearance. USPS has a five-year US residency requirement
* Ability to work additional hours when operational needs arise
* Ability to work rotating shifts including weekends, holidays, and days-off
**What You'll Get**
At careerzynith, we're committed to providing our colleagues with a comprehensive benefits package that includes:
* Medical benefits: On the very first day, you'll have access to your health, dental, prescription, and vision benefits to help you stay healthy. And that's just the beginning – we also offer virtual doctor visits, flexible spending accounts, and more.
* Health Programs: We believe you should be your best self – that's why our health programs give you 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.
* Extra Benefits: Other great benefits include our Employee Assistance Program, pet insurance, and discounts on hotels, cars, travel, and more.
**Join Our Careerzynith Family**
From the colleagues we hire to the customers we serve, diversity and inclusion are the foundation of the unique workforce at careerzynith. Our 20+ Employee Business Resource Groups are focused on connecting our colleagues to our customers, suppliers, communities, and investors, helping colleagues reach their full potential and establishing a comprehensive workplace to address and surpass the challenges of our diverse world.
Are you ready to feel a huge sense of satisfaction and fulfillment as you do your part to keep the largest carrier in the world running smoothly as we care for people on life's journey? Join us at careerzynith and be yourself.
Apply Job!
Apply for this job
**Why You'll Love This Role**
At careerzynith, we're not just looking for someone to fill a position – we're seeking a leader who is passionate about delivering exceptional customer service, fostering a positive and inclusive work environment, and driving business results. As a Customer Service Manager, you'll have the opportunity to:
* Drive operational excellence while maintaining a safety-conscious culture that elevates end-to-end exceptional customer care, resulting in employee and customer safety and well-being.
* Be a safety advocate: Identify and address safety concerns on a case-by-case basis.
* Establish team and individual goals aligned with departmental and organizational objectives; Mentor and guide frontline colleagues in skill development, customer care excellence, and company culture behaviors.
* Establish and promote successful relationships with colleagues that foster empathy, legitimacy, trustworthiness, respect, and pride.
* Successfully allocate resources and provide suitable support to enable teams to achieve operational objectives in a safe manner.
* Ensure the continuous safety and reliability of our operations by conducting self-reviews, observations, root cause analyses, and other related safety commitments.
* Advance effective communication among departments to engage our team in working together to achieve shared objectives.
* Knowledge of Joint Collective Bargaining Agreement (JCBA) and ensure colleagues adhere to corporate policy/procedure.
* Embody the fundamental values: (Energy, responsibility, productivity, reliability, trustworthiness, good faith, genuineness, inspiration, and reliability)
* Manage escalated service issues and be visible to colleagues when issues arise.
* Communicate key corporate and local information to frontline leaders in a timely and effective manner. Set the expectations and ensure colleagues understand the why behind the focus/criticality.
* Ability to learn and apply association contract rules/regs in daily interactions with frontline colleagues and local association leaders.
**Favored Capabilities and Qualifications**
* Instruction and Earlier Professional training
* Past airport customer service experience
* 3 years experience leading others
* Knowledge of organizational policies and procedures and functional automation applications.
* Ability to extract the best performance from the workforce through proactive employee engagement and support for a comprehensive work environment.
* Ability to effectively listen – focusing on what others are saying, carving out time to understand the points being made, asking questions as appropriate
* Decisive ability to reason – using logic and thinking to identify the pros and cons of alternative solutions, conclusions, or approaches to problems
* Ability to monitor and evaluate the performance of self, colleagues, and the operation to make improvements or take remedial action.
* Strong critical thinking skills
* Ability to work independently as well as collaboratively
* Ability to work under demanding operational circumstances
* Ability to focus on and execute with a need to get moving and accuracy
* Ability to use sound business judgment to resolve issues with internal and external clients.
* Ability to facilitate station activities and collaborate with multi-functional departments and offices to ensure essential requirements are met for a safe, efficient, on-time operation
* Knowledge of Microsoft Office to include Word, Excel, PowerPoint, Outlook, etc.
* Has USPS clearance or the ability to obtain USPS clearance. USPS has a five-year US residency requirement
* Ability to work additional hours when operational needs arise
* Ability to work rotating shifts including weekends, holidays, and days-off
**What You'll Get**
At careerzynith, we're committed to providing our colleagues with a comprehensive benefits package that includes:
* Medical benefits: On the very first day, you'll have access to your health, dental, prescription, and vision benefits to help you stay healthy. And that's just the beginning – we also offer virtual doctor visits, flexible spending accounts, and more.
* Health Programs: We believe you should be your best self – that's why our health programs give you 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.
* Extra Benefits: Other great benefits include our Employee Assistance Program, pet insurance, and discounts on hotels, cars, travel, and more.
**Join Our Careerzynith Family**
From the colleagues we hire to the customers we serve, diversity and inclusion are the foundation of the unique workforce at careerzynith. Our 20+ Employee Business Resource Groups are focused on connecting our colleagues to our customers, suppliers, communities, and investors, helping colleagues reach their full potential and establishing a comprehensive workplace to address and surpass the challenges of our diverse world.
Are you ready to feel a huge sense of satisfaction and fulfillment as you do your part to keep the largest carrier in the world running smoothly as we care for people on life's journey? Join us at careerzynith and be yourself.
Apply Job!
Apply for this job