Experienced Customer Service Manager – Airline Operations and Client Experience

Join the dynamic team at blithequark, a world-renowned airline that's pushing the boundaries of innovation and customer satisfaction. As a seasoned Customer Service Manager, you'll play a pivotal role in shaping the future of our airline's operations and client experience. If you're passionate about delivering exceptional service, fostering a positive work environment, and driving business growth, this is the perfect opportunity for you. About blithequarkAt blithequark, we're committed to providing an unparalleled travel experience that exceeds our customers' expectations.With a rich history of innovation and a passion for excellence, we're constantly seeking talented individuals who share our vision and values. Our airline operates on a global scale, connecting people and cultures from around the world. As a Customer Service Manager, you'll be part of a diverse and dynamic team that's dedicated to making a difference in the lives of our customers. Why You'll LoveThis RoleAs a Customer Service Manager at blithequark, you'll have the opportunity to:* Drive operational excellence and ensure a safe, high-performing work environment* Foster a positive and inclusive work culture that promotes collaboration, respect, and trust* Develop and implement strategies to enhance customer satisfaction and loyalty* Lead a team of customer-facing professionals and provide guidance and support to ensure exceptional service delivery* Collaborate with cross-functional teams to drive business growth and improve operational efficiency* Stay up-to-date with industry trends and best practices to continuously improve our services and processesKey ResponsibilitiesAs a Customer Service Manager at blithequark, your key responsibilities will include:* Driving functional excellence while maintaining a safety-conscious environment that elevates end-to-end exceptional customer care, resulting in employee and customer safety and well-being* Being a safety advocate: Identify and address 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 foster 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* Conveying key corporate and local information to frontline leaders in a productive and effective way.Set the expectations and ensure colleagues understand the why behind the focus/criticality* Ability to learn and apply association contract rules/regs in daily communications with frontline colleagues and local association leadersFavored Capabilities and QualificationsWhile we welcome applications from all qualified candidates, we're particularly interested in those with:* Instruction and earlier professional training* Past airport customer service experience* 3 years experience leading others* Knowledge of organizational systems and processes 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 enhancements 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 bolthires 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-offWhat You'll GetAs a valued member of our team, you'll enjoy 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 moreJoin the blithequark FamilyAt blithequark, we're committed to creating a workplace that's inclusive, diverse, and supportive.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 tremendous sense of satisfaction and fulfillment as you do your part to keep the world's largest airline running smoothly as we care for people on life's journey? Join us at blithequark and be yourself.