Experienced Customer Support Representative – Premium Client Services at arenaflex

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 that exceed our clients' expectations. As a Premium Client Services Representative at arenaflex, 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, providing personalized support to our clients in a positive, enthusiastic, and respectful manner. You'll be responsible for delivering exceptional customer experiences, resolving issues efficiently, and exceeding client expectations. If you're passionate about delivering outstanding service, thrive in a team environment, and are eager to learn and grow, then this role is perfect for you.

Key Responsibilities

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

• Providing premium customer support to all clients, including registering clients and confirming their access to clubs and lounges
• Welcoming clients by completing all visitor experience tasks, such as greeting clients by name, ensuring identification is visible, providing Wi-Fi passwords, and asking how you can assist
• Booking and confirming flight reservations using semi-automated business audit climate (SABRE) and Qantas Wise Keypad (QIK)
• Checking in premium clients for their flights, including flight changes, rebooking, and identification check swipe
• Screening trips to identify boarding times, delays, or disruptions to best accommodate client needs
• Issuing client tickets, including day-of-travel, reissues, and future tickets
• Canceling traveler reservations, as requested
• Adding clients to priority lists, including updates and reservations
• Providing timely resolution of client travel issues
• Contacting higher levels of customer care support (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 Admirals Club and credit card 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 luggage, 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 clubs and lounges
• Assisting clients with technology provided in clubs or lounges
• Holding meeting rooms (60 minutes) for same-day travel requests
• Coordinating services for any meetings occurring in meeting rooms, including food for the meetings
• Completing open or close procedures for clubs and lounges
• Addressing escalated 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, FiveStar) (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 uniforms as required by company policy
• Complying with laws (e.g., TSA, FAA)
• Utilizing various internal resources/frameworks, including during client communications

What you'll need for success

To excel in this role, you'll need:

• Bachelor's degree
• Bilingual language abilities, as required in certain areas
• Ability to pass FAA background checks to qualify for unescorted access badges to airport security identification display areas (SIDA), if applicable
• Ability to obtain airport power and US Customs security identification, if relevant
• Exceptional customer service and client commitment in a climate of hospitality
• Ability to work under pressure, handle multiple tasks simultaneously while providing close attention to detail and client care
• Excellent charisma and relational skills, with the 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, preferably in the travel industry
• PC experience, preferably in a customer service environment
• Strong hierarchical and regulatory abilities required
• Ability to work irregular and extended hours, including weekends and holidays
• Ability to answer to manage a regular and convenient premise

What you'll get

As a Premium Client Services Representative at arenaflex, you'll enjoy 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.
• Extra 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 committed to 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 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? Join us at arenaflex today! Apply To This Job Apply for this job