EXPERIENCED CUSTOMER SERVICE SUPERVISOR – GROUND OPERATIONS LEADERSHIP POSITION AT CHICAGO MIDWAY AIRPORT (MDW)

About arenaflex

At arenaflex, we believe that connecting people to what matters most in their lives is more than just a mission—it's a promise we make to every customer we serve. As a leader in the aviation industry, we are committed to delivering friendly, reliable, and affordable air travel that brings families together, supports business growth, and creates unforgettable experiences. Our Chicago Midway hub serves as a vital connection point for travelers across the nation, and our Ground Operations team is the heartbeat of this airport community. We invite passionate leaders to join our team and help shape the future of airport operations while building a rewarding career with comprehensive benefits and growth opportunities.

Department: Ground Operations

Our Ground Operations department is the backbone of airport activities, ensuring every flight departs and arrives on time while maintaining the highest standards of safety and customer satisfaction. As a Customer Service Supervisor in this department, you will play a pivotal role in coordinating multiple teams, managing frontline employees, and representing arenaflex's commitment to excellence in every interaction.

Job Summary

The Customer Service Supervisor at arenaflex's Chicago Midway Airport location is responsible for managing, training, and leading Customer Service Agents, Operations Agents, and Skycaps. This leadership role requires a dynamic individual who can seamlessly pivot between diverse tasks while maintaining Safety as the absolute top priority. The supervisor serves as a mentor and coach, observing team performance, offering constructive guidance, ensuring strict compliance with all safety and regulatory procedures, and communicating important updates to team members. This position is ideal for someone who thrives in a fast-paced environment, possesses strong interpersonal skills, and is committed to fostering a culture of excellence, inclusion, and continuous improvement.

Key Responsibilities

• Team Leadership and Development: Guide and lead team members using arenaflex talent management practices to coach, develop, and engage employees. Model the arenaflex Way by adhering to company values and competencies that foster a culture of inclusion, recognition, and support within a safe work environment.
• Operational Coordination: 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 in a timely and professional manner.
• Day-to-Day Oversight: Oversee airport operations to create a safe, secure, and legally compliant service-conscious environment. Meet or exceed performance goals through effective decision-making, assign and track Agents for training compliance, and monitor staffing levels across all areas.
• Performance Management: 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. Review and ensure accurate delay coding and status updates to leaders and employees consistently.
• Administrative Duties: Perform daily administrative tasks including building shift bids, closing bids, daily work assignments, daily payroll, and attendance reports. Monitor staffing in all areas and verify that overtime is used properly and in accordance with company policies.
• Labor Relations: Assure proper administration of labor contracts or agreements, emphasizing minimal labor disputes and positive employee relations. Work with staff planning to build bids that align with departmental hourly goals.
• Safety and Compliance: Ensure all safety procedures are followed strictly, equipment is maintained and available for operations, and performance and safety concerns are recognized and addressed in a timely manner.
• Additional Duties: May perform other job duties as directed by leadership, adapting to the dynamic needs of airport operations.

Essential Qualifications

• Experience: Fully functioning, broad knowledge in Airlines Operation Management and Customer Service. Previous leadership experience in a fast-paced customer service environment is strongly preferred.
• knowledge: 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.
• Business Acumen: 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.
• Administrative Skills: Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, designing forms, and other office procedures and terminology.
• Problem-Solving: Skilled in using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
• Multitasking: Ability to shift back and forth between two or more activities or sources of information (such as speech, sounds, touch, or other sources) effectively.
• Communication: Ability to apply general rules to specific problems to produce answers that make sense and communicate clearly with diverse audiences.
• Physical Capability: Ability to perform physical activities such as lifting (50 lbs.), standing, sitting, pulling, pushing, squatting, climbing, walking, kneeling, reaching, crawling, and writing for extended periods.
• Work Environment: Ability to perform assigned duties in outdoor and inclement weather conditions, with potential exposure to excessive noise, vibration, and/or sensory conditions.

Preferred Qualifications

• Experience with applicable Collective Bargaining Agreements and their applications
• Previous supervisory experience in aviation or ground operations
• Strong familiarity with airport security protocols and procedures
• Demonstrated success in leading teams and driving performance metrics
• Bilingual language skills are an asset

Licensing and Certification Requirements

• 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

Work Schedule and Availability

This role includes working assigned shifts based on seniority. Shifts can include early mornings, late evenings, weekends, and holidays. Candidates must be flexible and willing to work a varying schedule that meets the operational needs of the Chicago Midway hub.

Our Company Promise

We are committed to providing our Employees a stable work environment with equal opportunity for learning and personal growth. Creativity and innovation are encouraged for improving the effectiveness of arenaflex. Above all, Employees will be provided the same concern, respect, and caring attitude within the organization that they are expected to share externally with every arenaflex Customer. We believe that our people are our greatest asset, and we invest in their growth, development, and well-being.

Compensation and Benefits

Pay: $32.32 per hour*, depending on qualifications and experience. Opportunities for overtime and shift premiums are available. 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***
• Comprehensive health insurance coverage
• Paid time off and travel privileges
• Employee assistance programs
• Professional development and training opportunities
• Career growth pathways within the organization

Explore more Benefits you'll love by visiting our careers portal.

Work Environment and Culture

At arenaflex, we foster a culture of inclusivity, teamwork, and mutual respect. We believe that diverse thoughts, backgrounds, and experiences strengthen our organization and enable us to better serve our customers. Our Chicago Midway hub offers a dynamic work environment where no two days are alike, and your contributions directly impact the travel experiences of thousands of customers every day. We invest in leadership and self-growth through participating in continuous learning and development programs, ensuring that you have the tools and resources needed to succeed in your role and advance your career.

Equal Opportunity Employer

arenaflex is an Equal Opportunity Employer. We continue to look for opportunities to reflect the communities we serve, and welcome applicants with diverse thoughts, backgrounds, and experiences. We are committed to providing equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, national origin, age, disability, or any other protected status.

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

*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.

Join Our Team

If you are a passionate leader who thrives in a fast-paced environment, possesses strong communication skills, and is committed to delivering exceptional customer service, we invite you to apply for this exciting opportunity at arenaflex's Chicago Midway Airport location. Join our team and become part of a community that values people, innovation, and the spirit of connection. Apply today and take the first step toward a rewarding career with a leader in the aviation industry!