Experienced Customer Service Supervisor – Ground Operations at arenaflex Chicago MDW

At arenaflex, we're more than just an airline – we're a community of people who come together to deliver on our purpose: connecting people to what's important in their lives through friendly, reliable, and low-cost air travel. As an Experienced Customer Service Supervisor at arenaflex's Chicago MDW station, you'll play a vital role in ensuring our customers receive exceptional service while maintaining a safe and efficient operation.

Our Company Promise

arenaflex is committed to providing our employees with a stable work environment, equal opportunities for learning and personal growth, and a culture that encourages creativity and innovation. We strive to reflect the communities we serve, and we welcome applicants with diverse thoughts, backgrounds, and experiences.

Job Description

As a Customer Service Supervisor at arenaflex, you'll be responsible for managing and training Customer Service Agents, Operations Agents, and Skycaps. You'll oversee agent work performance to ensure that all job assignments are carried out according to Company regulations in a safe and efficient manner, while maintaining an on-time operation. You'll also be responsible for:

• Providing customer service by responding to and resolving customer questions, requests, or complaints
• Coordinating with all departments to maintain the station's on-time performance, employee morale, and customer satisfaction
• Overseeing day-to-day airport operations to create a safe, secure, and legally compliant service-conscious environment
• Meeting or exceeding performance goals through effective decision-making and assigning and tracking agents for training compliance
• Driving 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
• Performing administrative duties daily, such as building shift bids, closing bids, daily work assignments, daily payroll, and attendance reports
• Assuring proper administration of labor contracts or agreements, emphasizing minimal labor disputes

Additional 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 decision-making and assigning and tracking 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
• 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
• Assure proper administration of labor contracts or agreements, emphasizing minimal labor disputes
• May perform other job duties as directed by Employee's Leaders

Knowledge, Skills, and Abilities

* 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

Education

* High school diploma or equivalent required; associate's or bachelor's degree preferred

Experience

* Fully functioning, broad knowledge in: + Airlines Operation Management + 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

Physical Abilities

* Ability to perform work duties from a limited space workstation/desk/office area for extended periods of time

• Ability to communicate and interact with others in the English language to meet the demands of the job
• Ability to use a computer and other office productivity tools with sufficient speed and accuracy to meet the demands of the job
• Ability to perform physical activities such as lifting (50lbs.), standing, sitting, pulling, pushing, squatting, climbing, walking, kneeling, reaching, crawling, and writing
• Ability to perform assigned duties with potential exposure to excessive noise, vibration, and/or sensory conditions
• Ability to perform assigned duties in outdoor and inclement weather conditions

Other Qualifications

* Must maintain a well-groomed appearance per Company appearance standards as described in established guidelines

• 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

Compensation and Benefits

* 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 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

How to Apply

If you're a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity to join the arenaflex team. Please submit your application through our website or by clicking the link below. Apply Job! *Pay amount does not guarantee employment for any particular period of time. **401(k) match contributions are subject to the plan's vesting schedule and applicable IRS limits. ***ProfitSharing contributions are subject to plan's vesting schedule and are made at the discretion of the Company. Apply for this job