Experienced Full Stack Customer Support Representative – Premium Client Services

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 not just looking for employees, we're building a family. As a Premium Client Services Representative, you'll be at the forefront of delivering exceptional customer experiences, working with our most valued clients to ensure their needs are met with precision and care.

Why You'll Love This Role

As a Premium Client Services Representative, you'll be the face of arenaflex, providing top-notch support, guidance, and solutions to our most discerning clients. You'll be the master of your domain, working independently to resolve complex issues, and collaborating with colleagues to ensure seamless execution. Your passion for delivering exceptional customer experiences will shine through in every interaction, making you a true ambassador for arenaflex.

Key Responsibilities

These are the fundamental elements of the job:

• Provide premium customer support to all clients, ensuring their needs are met with precision and care.
• Register clients and confirm their access to clubs and lounges.
• Welcome clients by completing all visitor experience tasks, such as greeting them by name, ensuring identification is visible, providing Wi-Fi passwords, and asking how you can assist.
• Book and confirm flight reservations using semi-automated business audit climate (SABRE) and Qantas Wise Keypad (QIK).
• Check in premium clients for their flights, including flight changes, rebooking, and identification check swipe.
• Monitor flights to identify boarding times, delays, or disruptions, and take action to accommodate client needs.
• Issue client tickets, including day-of-travel, reissues, and future tickets.
• Cancel traveler reservations as requested.
• Add clients to priority lists, including updates and reservations.
• Provide timely resolution of client travel issues.
• Contact higher levels of customer care support (i.e., premium services CSCs or CSMs) to address complex client issues.
• Archive client issues in the traveler name record (PNR).
• Perform club enrollment or sales activities, including Admirals Club and credit card enrollments.
• Coordinate all services provided to top-tier status clients, including Attendant Key program and Five Star service.
• Assist top-tier status clients (e.g., Attendant Key, Five Star Individuals) as they move through terminals.
• Assist clients with their luggage, as needed.
• Monitor or maintain the presence of lounges or clubs, including lead walks-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, cleaning) 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 happening in meeting rooms (e.g., food for the events).
• Complete open or close procedures for clubs and 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, Attendant Key, Five Star) (at certain airports).
• Report to site on time, as scheduled, and at your allocated station or area, including required overtime, varying shifts, weekends, and holidays.
• Complete task-related preparation phases.
• Adhere to organizational strategies, procedures, and performance standards.
• Wear uniforms as required by organizational policy.
• Comply with applicable laws (e.g., TSA, FAA).
• Utilize various internal assets/frameworks, including during client communications.

All You'll Need for Success

* Bachelor's degree or equivalent experience.

• 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 proper airport power and US Customs security identification, if relevant.
• Demonstrate exceptional 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.
• 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 highly preferred.
• Maintain a well-groomed and professional appearance.
• Excellent communication skills.
• Prior 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

At arenaflex, we're committed to supporting your well-being and career growth. Here's what you can expect:

• Medical benefits: On your 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.
• Additional 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 not just building a company – we're building a community. Our 20+ Representative Business Asset Groups are focused on connecting our colleagues to our clients, partners, networks, and investors, helping colleagues reach their full potential and establishing a comprehensive workplace to address and exceed the challenges of our diverse world. Are you ready to feel a deep 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 and be yourself. Apply now and take the first step towards a rewarding new role.

Submit Your Application

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