Experienced Air Customer Service Agent – Remote US – Delivering Exceptional Travel Experiences with arenaflex

Introduction to arenaflex

arenaflex is a leading player in the travel and hospitality industry, renowned for its commitment to delivering exceptional experiences to its guests. As a company that values innovation, customer satisfaction, and employee growth, arenaflex is now seeking an experienced Air Customer Service Agent to join its team. This role offers the unique opportunity to work remotely from anywhere in the US (excluding certain states) and be part of a dynamic team that is passionate about providing top-notch service to its customers.

Job Overview

In this critical role, you will be responsible for providing support to guests by assisting with air-related issues, responding to escalated calls, and ensuring seamless communication with various stakeholders. Your expertise in handling customer inquiries, resolving issues, and providing timely solutions will be invaluable to our team. As an Air Customer Service Agent with arenaflex, you will be the face of our company, representing our brand and values in every interaction you have with our guests and travel partners.

Key Responsibilities

• Answer phone calls, chat messages, emails, and voicemails regarding air issues, responding promptly and accurately to ensure customer satisfaction.
• Amend major schedule changes, perform ticketing activities such as issuance, refunds, and exchanges, and track incomplete Passenger Name Records (PNR) due to lack of TSA data and missing airfares.
• Realign pricing within PNR to collect additional money outside final payment and certify all air tickets issued for passengers taking a flight by updating the ticket match exception report.
• Assign ancillary services to guests when requested and process guest entertainment, crew executive travel, VIP requests, and provide downstream communication to port agents, hotels, and ground transportation.
• Research air schedules booked for crew outside of budget and process last-minute crew changes in regards to air accommodations.
• Provide next port protection coverage (flight re-accommodation) to accommodate passengers when needed and communicate effectively with customers, co-workers, and management to reduce communication-related work errors.
• Consistently deliver on commitments to external and internal customers to drive customer satisfaction and demonstrate commitment through behaviors and performance that are aligned with our core values.
• Exhibit integrity, fairness, and professionalism in everyday conduct and perform any additional duties as assigned by leadership.

Requirements and Qualifications

To be successful in this role, you should have experience in the travel and hospitality industry, preferably in a high-volume call center environment. You should be proficient in Microsoft Word, Excel, and Outlook, with excellent phone and customer service skills. The ability to communicate effectively, both verbally and in writing, with travel suppliers, port agents, crew members, employees, other departments, and management is essential.

Knowledge of the Sabre airline reservation system, including creation of an air booking, ticketing, exchanges, pricing, routing, and queue processing, is highly desirable. You must be legally authorized to work in the United States, and arenaflex is unable to sponsor or take over sponsorship of employment visas at this time.

Essential Skills and Competencies

• Excellent customer service and communication skills
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously
• Strong problem-solving and analytical skills
• Proficiency in Microsoft Office applications, particularly Word, Excel, and Outlook
• Knowledge of the Sabre airline reservation system
• Ability to work independently and as part of a team
• Strong attention to detail and organizational skills

Career Growth and Learning Benefits

At arenaflex, we are committed to the growth and development of our employees. As an Air Customer Service Agent, you will have access to training and professional development opportunities, including tuition and professional certification reimbursement. You will be part of a dynamic team that values innovation, creativity, and customer satisfaction, and you will have the opportunity to contribute to the company's success and growth.

Work Environment and Company Culture

arenaflex is a company that values its employees and offers a positive and supportive work environment. Our culture is built on a foundation of compliance, environmental protection, and the health, safety, and well-being of our guests, employees, and the communities we serve. We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances.

Compensation, Perks, and Benefits

arenaflex offers a competitive compensation package, including a base hourly range of $15.91 to $21.49, depending on experience and qualifications. You will also be eligible for health benefits, 401(k), employee stock purchase plan, cruise and travel privileges for you and your family, and rewards and incentives. Our company is committed to providing a comprehensive benefits package that supports the well-being and financial security of our employees.

Conclusion

If you are a motivated and customer-focused individual with a passion for the travel and hospitality industry, we encourage you to apply for the Air Customer Service Agent role at arenaflex. This is a unique opportunity to join a dynamic team and contribute to the success of our company. With its commitment to employee growth, customer satisfaction, and innovation, arenaflex is the ideal place to build a rewarding and challenging career. Apply now and take the first step towards an exciting and fulfilling career with arenaflex!