Experienced Full Stack Customer Support Representative – Premium Client Services

Are you ready to embark on a journey that will take you to new heights, both personally and professionally? Look no further than arenaflex, where we're passionate about delivering exceptional customer experiences and fostering a culture of innovation and growth. As a Premium Client Services Representative, you'll be at the forefront of our customer support team, providing top-notch service to our most valued clients in a fast-paced and dynamic environment.

Why You'll Love This Role

As a Premium Client Services Representative, you'll be the face of arenaflex, delivering exceptional customer experiences that exceed our clients' expectations. You'll be responsible for providing premium customer support, handling client inquiries, and resolving issues in a timely and professional manner. You'll work closely with our team to ensure seamless communication and collaboration, and you'll have the opportunity to develop your skills and knowledge in a supportive and inclusive environment.

Key Responsibilities

As a Premium Client Services Representative, your key responsibilities will include:

• Providing exceptional customer support to our most valued clients, responding to their inquiries and resolving issues in a timely and professional manner
• Registering clients and confirming their access to clubs and lounges
• Welcoming clients and providing a positive experience, including offering refreshments and amenities
• Booking and confirming flight reservations, including using our semi-automated business audit climate (SABRE) and Qantas Wise Keypad (QIK)
• Checking in premium clients for their flights, including handling flight changes, rebooking, and identification check swipe
• Screening flights to identify loading times, delays, or disruptions, and providing solutions to meet client needs
• Issuing client tickets, including day-of-travel, reissues, and future tickets
• Dropping traveler reservations, as mentioned
• Putting clients on priority records, including updates and reservations
• Providing timely resolution of client travel issues
• Contacting higher levels of customer care support, as needed, to address complex client issues
• Archiving client issues in the traveler name record (PNR)
• Performing club enrollment or sales activities, including Naval commander's Club and Visa enrollments
• Coordinating all services provided to top-tier status clients, including Attendant Key program and Five Star service
• Assisting top-tier status clients, including Attendant Key and Five Star Individuals, as they move through terminals
• Assisting clients with their belongings, as needed
• Screening or maintaining the presence of lounges or clubs, including through lead of walk-throughs
• Communicating with colleagues to ensure food and beverages are provided to club and lounge clients consistently
• Supervising the activities of colleagues providing services, including catering and sanitation, to the clubs and lounges
• Assisting clients with technology provided in the clubs or lounges
• Holding meeting rooms (e.g., 60 minutes) for same-day travel demands
• Coordinating services for any meetings happening in meeting rooms (e.g., food for the meetings)
• Completing open or close procedures for clubs and lounges
• Addressing heightened client issues or concerns
• Directing alcohol stock review with drink colleague (at certain airports)
• Screening KeyStar system to organize proper services for clients (e.g., government officials, OneWorld, Attendant Key, Five Star) (at certain airports)
• Reporting to site on time, as scheduled, and at your allocated station or area, including required overtime, varying shifts, weekends, and holidays
• Completing task-critical preparation phases
• Adhering to company policies, procedures, and execution standards
• Wearing attire as required by company policy
• Complying with laws and regulations (e.g., TSA, FAA)
• Utilizing various internal resources and frameworks, including during client communications

What You'll Need for Success

To be successful in this role, you'll need:

• A bachelor's degree
• Bilingual language abilities, as required in certain areas
• To satisfy FAA background checks to qualify for unescorted access badges to airport security identification display areas (SIDA), if applicable
• To have the ability to obtain proper airport power and US Customs security identification, if relevant
• To exhibit exceptional customer support and client commitment in a culture of hospitality
• The ability to work under pressure, handle multiple tasks simultaneously, while providing close attention to detail and client care
• Excellent communication and interpersonal skills, with the ability to connect with all levels of management and public contact
• A service-oriented and self-motivated individual with a high level of impressive skill
• Willingness to attend training courses in Dallas/Fort Worth, Texas
• Previous customer service experience, preferably in the travel industry
• Computer experience, preferably in a customer service environment
• Strong hierarchical and regulatory skills required
• Ability to work irregular and extended hours, including weekends and holidays
• Ability to answer to manage a regular and convenient schedule

What You'll Get

At arenaflex, we're committed to providing our employees with a comprehensive benefits package, including:

• Medical benefits: On the 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 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, employer contributions to your 401(k) program are available after one year.
• Additional benefits: Other great benefits include our Employee Assistance Program, pet insurance, and discounts on hotels, cars, travel, and more.

Join the arenaflex Family

At arenaflex, we're passionate about creating a workplace that's inclusive, diverse, and empowering. Our 20+ Employee Business Resource Groups are designed to connect our employees to our clients, partners, networks, 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 Make a Difference?

If you're ready to feel a deep sense of satisfaction and fulfillment as you do your part to keep the world's largest carrier moving smoothly as we care for people on life's journey, then join us at arenaflex. Apply now and take the first step towards a rewarding career with a company that values its employees and is committed to excellence. Apply for this job