Experienced Customer Service Manager – Airline Industry Leader in Client Experience and Operational Excellence

Introduction to blithequark

Are you ready to explore a world of possibilities, both at work and during your downtime? Join our blithequark family, and you'll venture to the far corners of the planet, develop your skills, and become the best version of yourself. As you embark on a new journey, you'll handle challenges with flexibility and ease, acquiring new skills and propelling your career while having a great time. Feel free to advance both your personal and work life and jump start your career with a dynamic and industry-leading organization.

About the Role

blithequark is seeking a goal-oriented Customer Service Manager (CSM) who wants to elevate their experience, knowledge, and leadership within the organization. With our leadership program, you will be able to develop yourself to be the best leader you can be in the blithequark association. As a CSM, you will ensure a safe, high-performing operation by driving, engaging, training, and developing frontline colleagues. You will be supporting your team's work by creating a safe, solid operation while delivering an exceptional customer experience.

Key Responsibilities

• Drive operational excellence while maintaining a safety-conscious environment that promotes end-to-end exceptional customer care, resulting in employee and customer safety and well-being.
• Be a safety advocate: Identify safety concerns and address them promptly.
• Establish team and individual goals in support of departmental and company objectives; mentor and coach frontline colleagues in skill development, customer care enhancement, and company culture behaviors.
• Establish and promote effective relationships with colleagues that foster empathy, legitimacy, trustworthiness, respect, and pride.
• Effectively allocate resources and provide appropriate support to enable teams to meet operational objectives in a safe manner.
• Ensure the ongoing safety and reliability of our operation by conducting self-assessments, observations, root cause analyses, and other related safety engagement.
• Promote effective communication among departments to engage our team to work together to achieve shared objectives.
• Knowledge of Joint Collective Bargaining Agreement (JCBA) and ensure colleagues adhere to corporate policy/strategy.
• Embody the core values: (Energy, accountability, efficiency, reliability, integrity, sincerity, authenticity, motivation, and reliability.
• Manage escalated service issues and be visible to your colleagues when issues arise.
• Convey key corporate and local information to frontline leaders in an efficient and effective manner. Set the expectations and ensure colleagues understand the why behind the focus/criticality.
• Ability to learn and apply organization contract rules/regs in daily interactions with frontline colleagues and local union leaders.

Essential Qualifications

• Bachelor's Degree.
• 3 years of experience leading others.
• Past airport customer service experience is preferred.
• Knowledge of organization policies and procedures and functional automation applications.

Preferred Qualifications

• Ability to draw out the best performance in the workforce through proactive employee engagement and support for an inclusive workplace.
• Ability to effectively listen - concentrating on what others are saying, taking the time to understand the points being made, asking questions as appropriate.
• Decision-making ability to reason - using logic and analysis to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
• Ability to monitor and evaluate performance of self, colleagues, and the operation to make improvements or take corrective action.
• Solid problem-solving skills.
• Ability to work independently as well as collaboratively.
• Ability to work under demanding operational circumstances.
• Ability to prioritize and execute with a sense of urgency and accuracy.
• Ability to use sound business judgment to resolve issues with internal and external customers.
• Ability to coordinate 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.

Career Growth Opportunities and Learning Benefits

At blithequark, we believe in investing in our employees' growth and development. As a Customer Service Manager, you will have access to our leadership program, which will help you develop the skills and knowledge needed to succeed in your role and advance your career. You will also have opportunities to learn from experienced colleagues and leaders, and to take on new challenges and responsibilities as you grow in your career.

Work Environment and Company Culture

blithequark is committed to creating a diverse and inclusive workplace where all employees feel valued and respected. Our company culture is built on a foundation of empathy, legitimacy, trustworthiness, respect, and pride. We believe in promoting a safe and healthy work environment, and in providing our employees with the tools and resources they need to succeed. Our 20+ Employee Business Resource Groups are centered on connecting our employees to our customers, suppliers, communities, and shareholders, helping employees reach their full potential and creating an inclusive workplace to address and exceed the challenges of our diverse world.

Compensation, Perks, and Benefits

As a Customer Service Manager at blithequark, you will be eligible for a competitive salary and benefits package, including medical, dental, and vision benefits, 401(k) program, and additional benefits such as our Employee Assistance Program, pet insurance, and discounts on hotels, cars, cruises, and more. You will also have access to our health and wellness programs, which are designed to help you maintain a healthy work-life balance and achieve your personal and professional goals.

Conclusion

If you are a motivated and goal-oriented individual who is passionate about delivering exceptional customer service and leading high-performing teams, we encourage you to apply for the Customer Service Manager role at blithequark. As a member of our team, you will have the opportunity to make a real difference in the lives of our customers and employees, and to contribute to the success of a dynamic and industry-leading organization. Don't miss out on this exciting opportunity to join our team and take your career to the next level. Apply now and become a part of the blithequark family!