Are you a people person with a passion for delivering exceptional customer experiences? Do you thrive in fast-paced environments and enjoy the thrill of helping others? If so, we invite you to join the arenaflex team as a Customer Service Agent. As a key member of our remote customer service team, you will play a vital role in providing top-notch support to our customers, resolving issues, and exceeding their expectations.
**Why arenaflex?**
At arenaflex, we're more than just a company – we're a family. We're a team of passionate individuals who share a common goal: to make a difference in the lives of our customers and employees alike. Our commitment to excellence, innovation, and customer satisfaction has earned us a reputation as a leader in the industry. And now, we're looking for talented individuals like you to join our team and help us take our customer service to new heights.
**Job Responsibilities:**
As a Customer Service Agent with arenaflex, you will be responsible for:
* Interacting with customers in a courteous, efficient, and professional manner, resolving issues and exceeding their expectations
* Issuing, reissuing, and refunding passenger tickets
* Booking, pricing, and confirming flight reservations
* Rebooking passengers on oversold flights and during abnormal operations
* Performing passenger check-in and seat assignment, rectifying oversold seat assignments, and handling upgrades
* Issuing vouchers and/or coordinating with contractors for passenger hotel, food, and transportation; coordinating refueling and refresh
* Performing passenger boarding, including ticket raise and/or boarding pass raise/verification
* Operating gate reader/scanner and related responsibilities, including pre-boarding, monitoring/checking carryon bags, and exiting row criteria
* Operating jetways/bridges for functions of boarding and deplaning passengers
* Making boarding and departure gate announcements
* Delivering domestic/global flight files
* Performing passenger carrier flight close-out procedures
* Accepting, checking, and tagging passengers' bags at decision centers, full-service ticket counters, and primary class ticket counters
* Maintaining the timeline of flight boarding process
* Performing customer service at the task training
* Processing and completing credit card bag transactions at kiosks in the ticket counter area and activation stations
* Assisting passengers with self-service kiosk check-in and kiosk bag processing at ticket counters
* Queueing lines at ticket counter kiosks and ticket counters
* Clearing/confirming international files at kiosk in the ticket counter area and activation stations
* Accepting and dispatching passengers' self-tagged luggage at activation stations
* Assisting customers requiring special help or in-station; helping boarding, deplaning, and transporting non-ambulatory passengers, special help passengers, and/or unaccompanied minors
* Performing customer service work related to handling local flights and contractor/floor handling agreements or contracts
* Having normal and predictable attendance on site, including meeting any obligatory overtime requirements
* Responding and assisting during safety and/or emergency situations
* Providing connecting passengers with gate information
* Providing exceptional customer service in an expert manner and according to arenaflex guidelines
* Adhering to agency policies, procedures, and performance standards
* Completing task-applicable training
* Adhering to authorities regulations (e.g. DOT, FAA, TSA)
* Using multiple internal resources/structures, including during customer interactions
* Wearing uniforms as required by agency policy
**What You'll Need for Success:**
* Minimum Qualifications:
+ High school degree or GED or global equivalent
+ Bilingual language skills required in some locations
+ Applicable valid driver's license as required by local authorities
+ Must satisfy FAA criminal background checks to qualify for unescorted access to privileges to airport security identification display areas (SIDA), if applicable
+ Must be able to obtain stable suitable airport authority and/or US Customs security badges, if applicable
+ Completion of a pre-employment drug screen, complete background check, and/or fingerprinting to meet agency and security requirements
+ Must be legally authorized to work in the U.S.
* Preferred Qualifications:
+ Working knowledge of Sabre or another Passenger Service System
+ Previous face-to-face Customer Service experience
+ Working in a fast-paced environment
**What You'll Get:**
As a valued member of the arenaflex team, you'll enjoy a range of benefits and perks, including:
* Travel Perks: Ready to explore the world? You, your family, and your friends can reach 365 destinations on more than 6,800 daily flights across our global network.
* Health Benefits: On day one, you'll have access to your health, dental, prescription, and vision benefits that will help you live well. And that's just the beginning – we also provide digital health visits, flexible spending accounts, and more.
* Wellness Programs: We want you to be a great model of yourself – that's why our wellness programs offer you all the right tools, resources, and support you need.
* 401(k) Program: Available upon hire, and depending on the workgroup, company contributions to your 401(k) program are available after one year.
* Additional Benefits: Other wonderful benefits include our Employee Assistance Program, pet insurance, and discounts on hotels, cars, cruises, and more.
**How to Apply:**
If you're ready to join the arenaflex team and take your customer service skills to new heights, apply now! Visit our website to learn more about this exciting opportunity and to submit your application.
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