Experienced Full Stack Customer Support Representative – Premium Services for American Airlines

Are you ready to embark on a journey of growth, learning, and adventure? Do you have a passion for delivering exceptional customer experiences and a knack for navigating complex situations with ease? Look no further! arenaflex is seeking an experienced Full Stack Customer Support Representative to join our team of dedicated professionals who are committed to providing unparalleled service to our premium clients.

About arenaflex

arenaflex is a leading provider of innovative solutions and services that cater to the needs of our clients across various industries. Our team of experts is dedicated to delivering exceptional customer experiences, and we're looking for talented individuals who share our passion for excellence. As a Full Stack Customer Support Representative, you'll be part of a dynamic team that's committed to making a positive impact on our clients' lives.

Why You'll Love This Role

As a Full Stack Customer Support Representative, you'll have the opportunity to work with a diverse range of clients, from business travelers to leisure enthusiasts. You'll be responsible for providing premium customer service, resolving complex issues, and ensuring that our clients receive the highest level of care and attention. Here are some of the exciting aspects of this role:

• Variety and Challenge: Every day will be different, and you'll face new challenges that will test your skills and knowledge.
• Opportunity for Growth: We're committed to helping our team members grow and develop their careers, and we offer a range of training and development programs to support your growth.
• Collaborative Team Environment: You'll be part of a dynamic team that's passionate about delivering exceptional customer experiences.
• Competitive Compensation: You'll receive a competitive salary, plus a range of benefits and perks that will make your career with arenaflex even more rewarding.

Key Responsibilities

As a Full Stack Customer Support Representative, you'll be responsible for:

• Providing premium customer service to our clients, including resolving complex issues and ensuring that their needs are met.
• Registering clients and confirming their access to clubs and lounges.
• Welcoming clients and ensuring that their experience is exceptional, including providing them with WIFI passwords and asking how you can help.
• Booking and confirming flight reservations, including using our semi-automated business review climate (SABRE) and Qantas Smart Keypad (QIK).
• Checking in premium clients for their flights, including flight changes, rebooking, and identification confirmation.
• Screening trips to identify loading times, delays, or disruptions and ensuring that our clients are aware of any issues.
• Issuing client tickets, including day-of-flight, reissues, and future tickets.
• Dropping traveler reservations, as mentioned.
• Putting clients on priority records, including upgrades and standby.
• Providing convenient resolution of clients' travel issues.
• Contacting a higher level of customer care support (i.e., 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 Captain's Club and credit card enrollments.
• Coordinating all services provided to premium status clients, including Attendant Key program and Five Star services.
• Helping first-class status clients, including Attendant Key and Five Star individuals, as they move through terminals.
• Helping clients with their luggage, as needed.
• Screening or maintaining the presence of the lounges or clubs, including through direct observation or walk-throughs.
• Speaking with colleagues to ensure that food and drinks are provided to club and lounge clients consistently.
• Managing the activities of colleagues providing services, including cooking and cleaning, to the clubs and lounges.
• Helping clients with technology provided in the clubs and lounges.
• Saving meeting rooms (e.g., 60 minutes) for same-day travel demands.
• Coordinating services for any meetings happening in meeting rooms (e.g., food for the meetings).
• Completing open or close procedures for clubs and lounges.
• Addressing raised client issues or concerns.
• Leading alcohol stock review with drink colleague (at certain airports).
• Screening KeyStar system to coordinate proper services for clients (e.g., government officials, OneWorld, Attendant Key, Five Star) (at certain airports).
• Reporting to site on time, as scheduled, and at your allocated station or area, including mandatory overtime requirements, varying shifts, weekends, and holidays.
• Following through with task-specific training stages.
• Adhering to company policies, procedures, and performance guidelines.
• Wearing uniforms as required by company policy.
• Complying with regulatory laws (e.g., TSA, FAA).
• Using multiple internal assets/frameworks, including during client interactions.

What You'll Need for Success

To succeed in this role, you'll need:

• Training and Earlier Professional Experience: A bachelor's degree and earlier professional experience in a related field.
• Bilingual Language Abilities: Bilingual language abilities are required in certain areas.
• FAA Background Checks: You'll need to satisfy FAA background checks to qualify for unescorted access privileges to airport security ID display areas (SIDA), if applicable.
• Airport Power and US Customs Security IDs: You'll need to obtain the necessary airport power and US Customs security IDs, if applicable.
• Exceptional Customer Service Skills: You'll need to demonstrate exceptional customer service skills and a commitment to delivering exceptional customer experiences.
• Ability to Work Under Pressure: You'll need to be able to work under pressure, handle multiple tasks simultaneously, and provide close attention to detail and customer service.
• Strong Communication Skills: You'll need to have strong communication skills, including the ability to connect effectively with all levels of management and public contact.
• Service-Oriented and Self-Motivated: You'll need to be service-oriented and self-motivated, with a high degree of excellent skill.
• Ability to Attend Training Courses: You'll need to be able to attend training courses in Dallas/Fort Worth, Texas.
• Earlier Customer Service Experience: Earlier customer service experience is highly preferred.
• Well-Groomed and Professional Appearance: You'll need to maintain a well-groomed and professional appearance.
• Excellent Communication Skills: You'll need to have excellent communication skills, including the ability to connect effectively with all levels of management and public contact.
• Travel Industry Experience: Earlier travel industry experience is highly preferred.
• Computer Experience: Computer experience is highly preferred.
• Strong Organizational and Management Skills: You'll need to have strong organizational and management skills, including the ability to work independently and as part of a team.
• Ability to Work Unpredictable and Extended Hours: You'll need to be able to work unpredictable and extended hours, including weekends and holidays.

What You'll Get

As a Full Stack Customer Support Representative, you'll enjoy a range of benefits and perks, including:

• Medical Benefits: You'll have access to comprehensive medical benefits, including health, dental, prescription, and vision coverage.
• Health Programs: We offer a range of health programs to support your well-being, including virtual doctor visits, flexible spending accounts, and more.
• 401(k) Program: You'll have access to a 401(k) program, with employer contributions available after one year.
• Extra Benefits: You'll enjoy a range of extra benefits, including our Employee Assistance Program, pet insurance, and discounts on hotels, cars, travel, and more.
• Opportunity to Grow: We're committed to helping our team members grow and develop their careers, and we offer a range of training and development programs to support your growth.

Join Our Team!

If you're passionate about delivering exceptional customer experiences and have the skills and qualifications we're looking for, please submit your application today. We're excited to welcome talented individuals like you to our team and look forward to hearing from you! Apply for this job