Experienced Full Stack Customer Service Manager – Airline Operations and Client Experience

Are you ready to embark on a journey that will take you to the far corners of the world, challenge you to grow, and reward you with a sense of purpose and fulfillment? Do you have a passion for delivering exceptional customer experiences and leading high-performing teams? If so, we invite you to join the blithequark family as a Customer Service Manager, where you'll have the opportunity to make a real impact on the lives of our customers and colleagues alike.

Why You'll Love This Role

At blithequark, we're not just looking for a Customer Service Manager – we're looking for a leader who embodies our values of energy, responsibility, productivity, reliability, trustworthiness, good faith, genuineness, inspiration, and reliability. As a CSM, you'll have the chance to develop your skills, knowledge, and expertise within the organization, while driving business results and delivering exceptional customer experiences.

What You'll Do

As a Customer Service Manager at blithequark, you'll be responsible for driving functional excellence while maintaining a safety-conscious climate that elevates end-to-end exceptional customer care, resulting in employee and customer safety and well-being. Your key responsibilities will include:

• Being a safety advocate: Identifying and addressing safety concerns on a case-by-case basis
• Establishing team and individual objectives aligned with departmental and organizational targets; Mentoring and guiding frontline colleagues in skill development, customer care excellence, and company culture behaviors
• Laying out and advancing successful relationships with colleagues that cultivate empathy, legitimacy, trustworthiness, respect, and pride
• Successfully allocating resources and providing suitable support to empower teams to achieve functional objectives in a safe manner
• Ensuring the continuous safety and reliability of our operations by conducting self-reviews, observations, root cause analyses, and other related safety commitments
• Advancing effective communication among departments to engage our team to work together to achieve shared objectives
• Knowledge of Joint Collective Bargaining Agreement (JCBA) and ensuring colleagues adhere to corporate policies/procedures
• Embracing the fundamental values: Energy, responsibility, productivity, reliability, trustworthiness, good faith, genuineness, inspiration, and reliability
• Managing escalated service issues and being visible to colleagues when issues arise
• Communicating 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
• 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 there are operational needs
• Ability to work rotating shifts including weekends, holidays, and days-off

What You'll Get

At blithequark, we offer 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 Team

At blithequark, we're committed to creating a workplace that's inclusive, diverse, and welcoming to all. Our 20+ Employee Business Resource Groups are focused on connecting our employees to our customers, suppliers, communities, and investors, helping employees 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 sense of pride 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 our team at blithequark and be yourself. Apply Job! Apply for this job