Experienced Full Stack Customer Support Representative – Premium Client Services

Are you ready to embark on a journey of growth, learning, and adventure? Do you possess the skills and passion to deliver exceptional customer experiences in a dynamic and fast-paced environment? Look no further! arenaflex is seeking an experienced Full Stack Customer Support Representative to join our team of dedicated professionals who are passionate about delivering unparalleled customer service.

About arenaflex

arenaflex is a leading organization in the industry, committed to providing innovative solutions and exceptional customer experiences. Our team is dedicated to fostering a culture of inclusivity, diversity, and growth, where every individual has the opportunity to thrive and reach their full potential. As a Full Stack Customer Support Representative, you will be an ambassador of arenaflex, representing our brand and values in every interaction with our clients.

Why You'll Love This Role

As a Full Stack Customer Support Representative, you will be responsible for delivering premium customer experiences to our most valued clients. You will be the face of arenaflex, providing exceptional service, support, and solutions to meet their needs. Your role will involve:

• Providing exceptional customer service to clients, responding to their inquiries, and resolving issues in a timely and professional manner
• Registering clients and confirming their access to club(s) and lounge(s)
• Welcoming clients by completing all visitor experience tasks, including greeting them by name, ensuring identification is visible, and providing Wi-Fi passwords
• Booking and confirming flight reservations using our semi-automated business review climate (SABRE) and Qantas Smart Keypad (QIK)
• Checking in premium clients for their flights, including flight changes, rebooking, and identification confirmation
• Screening trips to identify boarding times, delays, or disruptions to best accommodate client needs
• Issuing client tickets, including day-of-flight, reissues, and future tickets
• Cancelling traveler reservations as requested
• Placing clients on priority records, including upgrades and standby
• Providing convenient resolution of client travel issues
• Contacting a higher level of customer care support (i.e., premium services CSCs or CSMs) to address complex client issues
• Archiving client issues in the traveler name record (PNR)
• Performing club enrollment or sales activities, including Executive Club and credit card enrollments
• Coordinating all services provided to premium status clients, including Attendant Key program and Five Star services
• Assisting first-class status clients, including Attendant Key and Five Star individuals, as they move through terminals
• Assisting clients with their luggage, as needed
• Screening or maintaining the presence of the lounges or clubs, including through direct or walk-throughs
• Communicating with colleagues to ensure food and drinks are provided to club and lounge clients consistently
• Managing the activities of colleagues providing services, including cooking and disinfection, to the club(s) and lounge(s)
• Assisting clients with technology provided in the club(s) and lounge(s)
• Saving 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 club(s) and lounge(s)
• Addressing raised client issues or concerns
• Leading alcohol stock review with drink colleague (at certain airports)
• Screening KeyStar system to coordinate proper services for clients (e.g., government officials, OneWorld, Attendant Key, FiveStar) (at certain airports)

What You'll Need for Success

To excel in this role, you will need:

• A bachelor's degree or equivalent experience
• Bilingual language skills, as required in certain areas
• Ability to pass FAA criminal history verifications to qualify for unescorted access badges to airport security ID display areas (SIDA), if applicable
• Ability to obtain proper airport power and US Customs security IDs, if relevant
• Excellent customer service and communication skills, with the ability to work in a fast-paced environment
• Ability to work under pressure, handle multiple tasks simultaneously, and provide close attention to detail and customer service
• Strong interpersonal skills, with the ability to connect effectively with all levels of management and public contact
• Service-oriented and self-motivated, with a high level of excellent skills
• Ability to attend training courses in Dallas/Fort Worth, Texas
• Previous customer service experience, preferably in the travel industry
• PC experience, preferably in a customer service environment
• Strong organizational and management skills, with the ability to work irregular and extended hours, including weekends and holidays
• Ability to answer to manage a normal and convenient premise

What You'll Get

As a Full Stack Customer Support Representative at arenaflex, you will enjoy:

• Competitive salary and benefits package, including medical, dental, prescription, and vision benefits
• Health programs, including virtual doctor visits, flexible spending accounts, and more
• 401(k) program, with employer contributions available after one year
• Extra benefits, including our Employee Assistance Program, pet insurance, and discounts on hotels, vehicles, travel, and more
• Opportunities for growth and development, including training and professional development programs
• A dynamic and inclusive work environment, with a focus on diversity, equity, and inclusion
• Recognition and rewards for outstanding performance and contributions to the team

Join Our Team!

If you are passionate about delivering exceptional customer experiences and have the skills and qualifications we are looking for, please submit your application today. We are excited to welcome talented individuals like you to our team and look forward to hearing from you! Apply for this job