Experienced Full Stack Customer Support Representative – Premium Client Services at arenaflex

Are you ready to embark on a journey of endless possibilities, both in and out of the workplace? Join the arenaflex family, and you'll explore the world, develop your skills, and become the best version of yourself. As you set out on this new adventure, you'll tackle challenges with flexibility and poise, 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 Exceptional Customer Services Representative is a vital member of the arenaflex team, providing top-notch accommodations, exceptional customer support, extensive tagging, and issue resolution for our most valued clients across all regions covered by the Premium Customer Services association. Premium Customer Services Representatives deliver improved, exceptional services in a positive, enthusiastic, respectful, and friendly manner to all clients and visitors.

What you'll do: These are the key responsibilities of the job

This list is designed to reflect the current job requirements, but there may be additional essential duties (and optional work tasks) not mentioned. The management will adjust the job or require different tasks to be performed when functionally necessary, while observing any legal commitments, including any collective bargaining commitments.

• Provide premium customer support to all clients
• Register clients and confirm their access to clubs(s) and lounge(s)
• Welcome clients by completing all visitor experience tasks (e.g., welcome clients using their name whenever possible, ensure informal ID is visible, provide WIFI password, ask how you can help)
• Book and confirm flight reservations (e.g., using the semi-automated business audit environment [SABRE], Qantas Wise Keypad [QIK])
• Review premium clients in for their flights (e.g., flight changes, rebooking, ID check swipe)
• Monitor flights to identify boarding times, delays, or disruptions to best accommodate client needs
• Issue client tickets (e.g., day of departure, reissues, future tickets)
• Cancel traveler reservations, as requested
• Place clients on priority lists (e.g., updates, reservations)
• Provide timely 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 necessary
• Document client issues in the traveler name record (PNR)
• Perform club enrollment or sales activities (e.g., Admiral's Club, credit enrollments)
• Coordinate all services provided to top-tier status clients (e.g., Ambassador Key program and Five Star service)
• Assist top-tier status clients (e.g., Ambassador Key, Five Star Individuals) as they move throughout terminals
• Assist clients with their belongings, as necessary
• Monitor or maintain the presence of the lounges or clubs (e.g., through lead of walk-throughs)
• Communicate with colleagues to ensure food and beverages are provided to club and lounge clients consistently
• Supervise the activities of colleagues providing services (e.g., catering, sanitation) to the clubs as well as lounges
• Assist clients with technology provided in the clubs or lounges
• Hold meeting rooms (e.g., 60 minutes) for same-day travel requests
• Coordinate services for any meetings occurring in meeting rooms (e.g., food for the meetings)
• Complete open or close procedures for clubs as well as lounges
• Address heightened client issues or concerns
• Direct alcohol stock review with drink colleague (at certain airports)
• Monitor KeyStar system to organize proper services for clients (e.g., government officials, OneWorld, Ambassador Key, FiveStar) (at certain airports)
• Report to site on time, as scheduled, and at your assigned station or area, including required overtime, varying shifts, weekends, and holidays
• Complete task-related preparation phases
• Adhere to organizational policies, procedures, and performance standards
• Wear attire as required by organizational policy
• Comply with applicable laws (e.g., TSA, FAA)
• Utilize various internal resources/frameworks, including during client interactions

What you'll need for success: Essential Capabilities

* Education and Prior Professional Training

• Bilingual language skills required in certain areas
• Must satisfy FAA background checks to qualify for unescorted access badges to airport security identification display areas (SIDA), if applicable
• Must be able to obtain required airport power and US Customs security IDs, if relevant
• Demonstrate exceptional customer support and client commitment in a culture of hospitality
• Ability to work under pressure, handle multiple tasks simultaneously while providing close attention to detail and client care
• Excellent interpersonal skills/relationship skills with ability to connect genuinely with all levels of management and public contact
• Service-oriented and self-motivated with a high level of impressive skill
• Willingness to attend training courses in Dallas/Fort Worth, Texas
• Prior customer service experience strongly preferred
• Well-groomed and professional appearance
• Strong relational skills
• Prior travel industry experience preferred
• PC experience preferred
• Solid hierarchical and regulatory skills required
• Ability to work irregular and extended hours, including weekends and holidays
• Willingness to answer to manage on a regular and flexible basis

What you'll get: Take advantage of everything arenaflex offers

* Get started on day one with access to 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, 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. Be yourself at arenaflex.

From the colleagues we recruit to the clients we serve, care and diversity are the foundation of the powerful 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 huge 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? Come and be yourself at arenaflex. Apply Job! Apply for this job