Are you ready to embark on a journey of discovery, growth, and adventure? Join the arenaflex family, and you'll explore the vast expanse of possibilities, both in and out of the workplace. As you soar to new heights, you'll tackle challenges with agility and finesse, acquiring new skills and propelling your career while having a blast. Come and elevate both your personal and professional life, and get ready to take off!
**Why You'll Love This Role**
The Premium Customer Service Representative is an ambassador of arenaflex, delivering unparalleled hospitality, exceptional customer support, and comprehensive issue resolution for our most valued clients across the globe. As a Premium Customer Service Representative, you'll provide elevated, unique services in a positive, enthusiastic, considerate, and friendly manner to all clients and visitors. arenaflex is seeking experienced and passionate individuals to join our team and provide exceptional customer experiences.
**What You'll Do**
These are the fundamental elements of the role:
* Provide premium customer care to all clients
* Register clients and verify their access to clubs and lounges
* Welcome clients by completing all visitor experience tasks (e.g., greeting clients by name whenever possible, ensuring ID is visible, providing WIFI password, asking how you can assist)
* Book and confirm flight reservations (e.g., using the semi-automated business review environment [SABRE], Qantas Smart Keypad [QIK])
* Check in premium clients for their flights (e.g., flight changes, rebooking, ID confirmation swipe)
* Monitor flights to identify boarding times, delays, or disruptions to best accommodate client needs
* Issue client tickets (e.g., day of flight, reissues, future tickets)
* Cancel traveler reservations, as requested
* Add clients to priority lists (e.g., upgrades, standby)
* Provide convenient resolution of clients' travel issues
* Contact a higher level of customer care support (i.e., premium services CSCs or CSMs) to address complex client issues, as needed
* Archive client issues in the traveler name record (PNR)
* Perform club enrollment or sales activities (e.g., Admirals Club, credit card enrollments)
* Coordinate all services provided to premium status clients (e.g., Admirals Club, Five Star service)
* Assist first-class status clients (e.g., Admirals Club, Five Star Members) as they move through terminals
* Assist clients with their belongings, as needed
* Monitor or maintain the presence of the lounges or clubs (e.g., through direct or walk-throughs)
* Communicate with colleagues to ensure food and drinks are provided to club and lounge clients consistently
* Manage the activities of colleagues providing services (e.g., food, cleaning) to the clubs and lounges
* Assist clients with technology provided in the clubs and lounges
* Reserve meeting rooms (e.g., 60 minutes) for same-day travel requests
* Coordinate services for any meetings happening in meeting rooms (e.g., food for the meetings)
* Complete open or close procedures for clubs and lounges
* Address escalated client issues or concerns
* Lead liquor stock review with drink colleague (at certain airports)
* Monitor KeyStar system to coordinate proper services for clients (e.g., government officials, OneWorld, Admirals Club, Five Star) (at certain airports)
* Report to site on time, as scheduled, and at your assigned station or area, including mandatory overtime requirements, varying shifts, weekends, and holidays
* Adhere to task-specific training stages
**All You'll Need for Success**
* Least Capabilities
+ Training and Earlier Professional training
* Bilingual language abilities required in certain areas
* Must satisfy FAA criminal background checks to qualify for unescorted access badges to airport security ID display areas (SIDA), if applicable
* Must be able to obtain proper airport power and US Customs security IDs, if relevant
* Effectively exhibit exceptional customer care and customer commitment in a climate of accommodation
* Ability to work under pressure, handle multiple tasks simultaneously while providing close attention to detail and customer support
* Excellent interpersonal skills/relationship skills with ability to connect effectively with all levels of management and public contact
* Service-oriented and self-motivated with a high degree of excellent skill
* Willing to attend training courses in Dallas/Fort Worth, Texas
* Earlier customer service experience strongly preferred
* Maintain a well-groomed and professional appearance
* Brilliant relational skills
* Earlier travel industry experience preferred
* PC experience preferred
* Strong organizational and management skills required
* Ability to work irregular and extended hours, including weekends and holidays
* Must answer to manage on a normal and convenient basis
**What You'll Get**
Join the arenaflex family and enjoy:
* Medical benefits: On the very beginning, you'll access your health, dental, prescription, and vision benefits to help you stay great. And that's just the beginning, we also offer virtual doctor visits, flexible spending accounts, and more.
* Health Programs: We want you to be your best self - that's why our health programs provide you with the right tools, resources, and support you need.
* 401(k) Program: Available upon hire and, depending on the workgroup, manager 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 more.
**Join the arenaflex Family**
From the colleagues we recruit to the clients we serve, care and diversity are the foundation of the unique workforce at arenaflex. Our 20+ Representative Business Asset Groups are focused on connecting our colleagues to our clients, suppliers, networks, and investors, helping colleagues 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 largest carrier in the world running smoothly as we care for people on life's journey? Join the arenaflex family and be yourself!
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