Experienced Air Customer Service Agent – Remote US Opportunity

At arenaflex, we're on a mission to provide exceptional travel experiences for our guests, and we're looking for talented individuals to join our team as Air Customer Service Agents. As a key member of our remote team, you'll play a vital role in delivering outstanding customer service, resolving air-related issues, and ensuring seamless travel experiences for our guests.

About arenaflex

arenaflex is a leading travel company that offers a wide range of travel experiences, including cruises, land tours, and air travel. Our company is built on a strong foundation of customer-centricity, innovation, and a commitment to excellence. We're proud to be a part of the arenaflex family, which includes Holland America Group, a renowned brand in the travel industry.

Responsibilities

As an Air Customer Service Agent, you'll be responsible for:

• Answering phone calls, chat messages, and emails from guests, travel agents, and airlines, providing accurate and prompt responses to air-related issues
• Amending major schedule changes, performing ticketing activities, and issuing refunds, exchanges, and other air-related transactions
• Tracking and fixing incomplete Passenger Name Records (PNR) due to lack of TSA data and missing airfares
• Realigning pricing within PNR to collect additional money outside final payment
• Certifying all air tickets issued for passengers taking a flight by updating the ticket match exception report
• Assigning ancillary services to guests when requested
• Processing guest entertainment, crew executive travel, VIP requests, and providing down-line communication to port agents, hotels, and ground transportation
• Researching air schedules booked for crew outside of budget
• Processing last-minute crew changes in regards to air accommodations
• Providing next port protection coverage (flight re-accommodation) to accommodate passengers when needed
• Communicating effectively with customers, co-workers, and management to reduce communication-related work errors
• Consistently delivering on commitments to external and internal customers to drive customer satisfaction
• Demonstrating commitment through behaviors and performance that are aligned with our core values
• Exhibiting integrity, fairness, and professionalism in everyday conduct
• Performing additional duties as assigned by leadership

Requirements

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

• Experience in the travel and hospitality industry, preferably in a high-volume call center
• Proficiency in Microsoft Word, Excel, and Outlook
• Excellent phone and customer service skills
• Ability to communicate effectively (verbally and written) with travel suppliers, port agents, crew members, employees, other departments, and management
• Knowledge of all aspects of the Sabre airline reservation system, including creation of an air booking, ticketing, exchanges, pricing, routing, and queue processing
• Must be legally authorized to work in the United States; arenaflex is unable to sponsor or take over sponsorship of employment visas at this time (e.g., H-1B status)

What You Can Expect

As an Air Customer Service Agent at arenaflex, you can expect:

• Cruise and travel privileges for you and your family
• Health benefits
• 401(k) plan
• Employee Stock Purchase Plan
• Training and professional development opportunities
• Tuition and professional certification reimbursement
• Rewards and incentives
• A competitive base hourly range of $15.91 to $21.49, with final base salary directly related to each candidate's qualifications and experience

Our Culture

At arenaflex, we're committed to creating a culture that's stronger together. Our highest responsibility and top priority is compliance, environmental protection, and the health, safety, and well-being of our guests, the people in the communities we touch and serve, and our shipboard and shoreside employees. We're proud to be an equal opportunity employer and welcome applicants from diverse backgrounds.

How to Apply

If you're passionate about delivering exceptional customer service and have a strong background in the travel industry, we encourage you to apply for this exciting opportunity. Please submit your application through our website, and we'll be in touch to discuss your qualifications further.

Note

arenaflex is unable to sponsor or take over sponsorship of employment visas at this time (e.g., H-1B status). This position can be 100% fully remote, US only, and is not available in the following states: AR, CT, DE, HI, IA, KY, LA, ME, MT, MS, ND, NE, NH, OK, SD, VT, WV, WY.

Equal Opportunity Employer

arenaflex is an equal opportunity employer and welcomes applicants from diverse backgrounds. We're committed to creating a culture that's inclusive, respectful, and supportive of all employees. If you have a disability and require assistance in the application process, please contact [email protected]. Apply for this job