Experienced Customer Service Representative – Airport Operations and Customer Support

At arenaflex, we're committed to delivering exceptional customer experiences that exceed our passengers' expectations. As an airport operations and customer support professional, you'll play a vital role in ensuring our customers receive the highest level of service, from check-in to departure. If you're passionate about delivering outstanding customer service, working in a fast-paced environment, and making a real difference in people's lives, we want to hear from you.

About arenaflex

arenaflex is a leading airline that operates a fleet of modern aircraft, offering a range of services to destinations across the globe. Our commitment to safety, reliability, and customer satisfaction has earned us a reputation as one of the most trusted airlines in the industry. As a member of our team, you'll be part of a dynamic and diverse organization that values innovation, teamwork, and continuous improvement.

Job Summary

As an airport operations and customer support representative, you'll be responsible for providing exceptional customer service to our passengers, handling customer inquiries, and ensuring the smooth operation of our airport services. You'll work closely with our team to resolve customer issues, provide information on flight schedules, baggage handling, and other airport services. Your attention to detail, excellent communication skills, and ability to work under pressure will be essential in delivering a world-class customer experience.

Key Responsibilities

* Provide exceptional customer service to passengers, responding to their inquiries and resolving issues in a timely and professional manner

• Handle customer complaints and concerns, escalating issues to management as necessary
• Process tickets, check baggage, and assign seats, ensuring compliance with airline regulations and procedures
• Provide information on flight schedules, boarding procedures, carry-on regulations, and seat assignments
• Handle denied boarding situations, solicit volunteers, and re-accommodate customers as necessary
• Assist customers with special needs, such as those requiring assistance in boarding
• Complete required reports and maintain accurate records of customer interactions
• Monitor baggage carousel for unclaimed baggage and store unclaimed bags in the Baggage Service Office
• Handle delayed baggage issues, ensuring a written report is completed and following up with customers until the bag is located or the file is sent to Systems Baggage Services
• Inform customers of airline policies and procedures regarding lost, damaged, or replacement baggage and pilferage claims
• Provide consequential expenses to applicable customers when there is a delayed bag
• Ensure delivery of baggage to the affected customer for late arriving or miss-loaded bags
• Follow up with customers regarding lost baggage, replacement of damaged bags, car seats, strollers, etc.
• Trace loaner wheelchairs, car seats, etc.
• Track replaced, damaged, and miss-loaded baggage
• Assist with lost and found articles
• Perform other duties as assigned by management

Essential Qualifications

* High school diploma or equivalent required; combination of education and experience will be considered

• Minimum one (1) year experience in customer service or a related field
• Ability to work efficiently under time constraints and handle multiple tasks simultaneously
• Excellent communication and interpersonal skills, both verbal and written
• Ability to work in a fast-paced environment and adapt to changing situations
• Strong problem-solving and conflict resolution skills
• Ability to work flexible hours, including nights, weekends, holidays, and long hours during irregular operations
• Must be at least 18 years of age and possess a valid driver's license
• Ability to attend required training and adhere to airline policies and procedures
• Strong computer skills and ability to use general office equipment
• Ability to work in extreme weather conditions
• Ability to lift, push, pull, or carry up to 300 lbs
• Ability to wear personal protective gear

Preferred Qualifications

* Previous experience in the airline industry or a related field

• Knowledge of airline regulations and procedures
• Ability to speak multiple languages
• Experience working in a customer-facing role
• Ability to work in a team environment and provide support to colleagues as needed

Physical Requirements

* The physical demands and work environment described here are a representative of those that must be met by a team member to successfully perform the essential functions of the role. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the role.

• While performing the duties of this job, the team member is regularly required to stand, sit, talk, hear, see, reach, stoop, kneel, climb, and use hands and fingers to operate various types of tools and equipment (i.e., hand trucks, carts, ramps, tugs, etc.).
• May be required to lift, push, pull, or carry up to 300 lbs.
• May be required to work various shifts/days in a 24-hour situation.
• Regular attendance is a requirement of the role.
• Exposure to heights, small spaces, extreme noise (i.e., airport with planes, vehicles, and other machinery), temperature, wind, and light fluctuations.
• Ability to work in a confined area as well as the ability to crawl in and out of small spaces for extended periods of time.
• Ability to wear personal protective gear.
• Some travel may be a requirement of the role.

Benefits and Perks

* Competitive salary and benefits package

• Profit sharing
• Medical, dental, vision, life, and disability insurance
• Medical travel reimbursement
• Legal, identity, and pet insurance
• 401(k) with an employer match
• Employee stock purchase plan
• Employee assistance program
• Tuition reimbursement
• Flight benefits
• Paid vacation, holidays, and sick time

Equal Opportunity Employer

arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We celebrate diversity and value the unique perspectives and talents that each person brings to our team. If you're passionate about delivering exceptional customer service and working in a fast-paced environment, we encourage you to apply for this exciting opportunity.

How to Apply

To apply for this role, please submit your resume and a cover letter outlining your experience and qualifications. We look forward to hearing from you! Apply for this job