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 soar to new heights, develop your skills, and become the best version of yourself. As you take off on this exciting adventure, you'll tackle challenges with agility 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 Client Services Representative is a vital member of the arenaflex team, providing top-notch service, exceptional customer support, and comprehensive tagging and issue resolution for our most valued clients across all regions covered by the Premium Client Services association. Premium Client Services Representatives deliver superior, personalized services in a positive, enthusiastic, respectful, and friendly manner to all clients and visitors. arenaflex is seeking an experienced and skilled individual to join our team.

What You'll Do

These are the fundamental elements of the role:

• Provide premium customer support 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 identification is visible, providing Wi-Fi passwords, and asking how you can assist)
• Book and confirm flight reservations (e.g., using the semi-automated business audit climate [SABRE], Qantas Wise Keypad [QIK])
• Check in premium clients for their flights (e.g., flight changes, rebooking, identification 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
• Add clients to 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
• Archive client issues in the traveler name record (PNR)
• Perform club enrollment or sales activities (e.g., Admiral's Club, credit card 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 luggage, as necessary
• Monitor or maintain the presence of 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 and 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 events occurring in meeting rooms (e.g., food for the events)
• Complete open or close procedures for clubs and lounges
• Address escalated 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, 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
• Complete task-related preparation phases
• Adhere to company policies, procedures, and performance standards
• Wear uniforms as required by company policy
• Comply with regulatory laws (e.g., TSA, FAA)
• Utilize various internal resources/frameworks, including during client interactions

All You'll Need for Success

Essential Qualifications

* Bachelor's degree

• 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 necessary airport power and US Customs security identification, if relevant

Preferred Qualifications

* Excellent customer service 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
• Great interpersonal skills/relational 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
• Previous customer service experience strongly preferred
• Well-groomed and professional appearance
• Excellent relational skills
• Previous travel industry experience preferred
• PC experience preferred
• Strong hierarchical and regulatory skills required
• Ability to work irregular and extended hours, including weekends and holidays
• Willingness to work on a regular and flexible basis

What You'll Get

Take advantage of everything arenaflex has to offer:

• Health benefits: On the very first day, you'll have 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 give you 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