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 need to 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 on a case-by-case basis.
• Establish team and individual objectives in support of departmental and company goals; 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 offer appropriate support to enable teams to deliver on operational objectives in a safe manner.
• Ensure the ongoing safety and reliability of our operation by conducting self-reviews, 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, good faith, 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.
• Industry: Private.
• Employment Type: Full Time.
• Work Hours: 8 Hours.
• Salary: $25/Hour.
• Locations: Philadelphia, USA.

Preferred Qualifications

• Past airport customer service experience.
• 3 years of experience leading others.
• Knowledge of company policies and procedures and functional automation applications.

Skills and Competencies

• 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.
• Decisive 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.
• Ability to work additional hours when there are operational requirements.
• Ability to work rotating shifts including weekends, holidays, and days-off.

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 various training programs, mentorship opportunities, and career advancement possibilities. Our leadership program is designed to help you develop the skills and knowledge needed to succeed in your role and beyond.

Work Environment and Company Culture

blithequark is committed to creating a diverse and inclusive workplace where everyone feels valued and respected. 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 creating an inclusive workplace to address and exceed the challenges of our diverse world.

Compensation, Perks, and Benefits

At blithequark, we offer a competitive compensation package, including medical benefits, health programs, 401(k) program, and additional benefits such as employee assistance programs, pet insurance, and discounts on hotels, cars, cruises, and more. We believe in taking care of our employees' physical, emotional, and financial well-being, so they can focus on delivering exceptional customer experiences.

Conclusion

Are you ready to feel a tremendous sense of pride and fulfillment as you do your part to keep the largest airline on the planet running smoothly as we care for people on life's journey? Come and be yourself at blithequark. Apply now to join our team of dedicated and passionate professionals who are committed to delivering exceptional customer experiences and making a difference in the lives of our customers and employees.