Experienced Customer Assistance Representative – Airport Customer Service and Support Specialist at arenaflex

Introduction to arenaflex

Imagine a career where you can explore a world of possibilities, both at work and during your time off. At arenaflex, we offer a unique opportunity to join our dynamic team and become an integral part of the largest airline in the world. As a Customer Assistance Representative, you will have the chance to travel the world, grow your expertise, and become the best version of yourself. Our team is dedicated to providing exceptional customer service, and we are looking for talented individuals to join our family.

Why You'll Love This Job

As a Customer Assistance Representative at arenaflex, you will interact with customers in a courteous, efficient, friendly, and professional manner. You will be the face of our company, providing top-notch service to our passengers and ensuring their travel experience is seamless and enjoyable. If you are passionate about delivering exceptional customer service, working in a fast-paced environment, and being part of a team that values diversity and inclusion, then this is the perfect opportunity for you.

Key Responsibilities

The following are the essential functions of the job:

• Greeting customers when they enter the airport or arrive in the ticket area
• Monitoring the ticket counter area to ensure it is in compliance with safety policies and procedures
• Assisting customers with self-service kiosk check-in and kiosk baggage processing (e.g., printing boarding passes and receipts)
• Servicing and maintaining kiosk machines (e.g., load paper, clean surfaces)
• Troubleshooting kiosk technology issues to identify the source of issues or errors
• Communicating with IT about kiosk technology issues that require additional servicing
• Verifying that customers' carry-on baggage complies with FAA/arenaflex policies (e.g., size, quantity)
• Verifying and clearing travel documents (e.g., passports, visas) for customers traveling internationally (e.g., using the Timatic database available in the kiosk)
• Assisting customers with checked baggage processing (e.g., completing credit card transaction, self-tagging, verifying weight)
• Queuing lines in ticket counter areas based on departure times or type of assistance needed (e.g., special assistance, to reduce volume of lines or wait time)
• Accepting and activating customers' self-tagged baggage at the activation station
• Physically moving baggage throughout the ticket counter area (e.g., move checked baggage to belt, move oversized bags to designated oversized baggage location)
• Assisting customers with checking their assistive devices, sporting equipment, and other oversized items (e.g., verify adherence to appropriate policies)
• Referring customers to customer service agents when appropriate
• Performing clearance and verification of documents at kiosks
• Assisting with the physical movement of non-ambulatory customers as they board, deplane, or otherwise move throughout the gate and larger terminal area
• Assisting unaccompanied minors with boarding, deplaning, or other transportation
• Providing customers with gate information and directions
• Performing paging activities (e.g., to announce forgotten items, to ask customers to return to locked bags) (at some airports)
• Possibly performing additional related duties as deemed operationally necessary by management consistent with the collective bargaining agreement
• Reporting to position on time, as scheduled, and at your assigned station or location, including mandatory overtime requirements, varying shifts, weekends, and holidays
• Completing job-relevant trainings
• Adhering to government regulations (e.g., DOT, FAA, TSA)
• Adhering to company policies, procedures, and performance standards
• Wearing uniforms as required by company policy
• Providing quality customer service in a professional manner in accordance with arenaflex's guidelines
• Using multiple internal resources/systems, including during customer interactions

Essential Qualifications

To be successful in this role, you will need:

• High School diploma or GED or international equivalent
• Must be 18 years of age or older
• Read, write, fluently speak and understand the English language
• Bilingual language skills may be required in some locations
• Applicable valid driver's license as required by local authorities
• Completion of a pre-employment drug screen, comprehensive background check and/or fingerprinting to satisfy company and security requirements
• Must fulfill FAA criminal background checks to qualify for unescorted access privileges to airport security identification display areas (SIDA), if applicable
• Must be able to secure appropriate airport authority and/or US Customs security badges, if applicable
• Must be authorized to work in the U.S.

Preferred Qualifications

While not required, the following qualifications are preferred:

• Working knowledge of Sabre or any other Passenger Service System
• Previous face-to-face Customer Service experience
• Working in a fast-paced environment

Skills and Competencies

To excel in this role, you will need to possess the following skills and competencies:

• Excellent communication and interpersonal skills
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously
• Strong problem-solving and troubleshooting skills
• Ability to work effectively in a team environment
• Flexibility and adaptability in a changing environment
• Strong attention to detail and ability to maintain accuracy
• Ability to provide exceptional customer service and ensure customer satisfaction

Career Growth Opportunities and Learning Benefits

At arenaflex, we are committed to the growth and development of our employees. As a Customer Assistance Representative, you will have access to a range of training programs and career development opportunities to help you advance in your career. You will also have the chance to work with a diverse range of people and gain valuable experience in the airline industry.

Work Environment and Company Culture

arenaflex is a dynamic and inclusive workplace that values diversity and promotes a culture of respect and empathy. We are committed to creating a work environment that is supportive, collaborative, and fun. As an employee, you will be part of a team that is passionate about delivering exceptional customer service and making a difference in the lives of our passengers.

Compensation, Perks, and Benefits

As a Customer Assistance Representative at arenaflex, you will be eligible for a range of benefits, including:

• Travel perks: You, your family, and your friends can reach 365 destinations on more than 6,800 daily flights across our global network
• Health benefits: You will have access to health, dental, prescription, and vision benefits to help you stay well
• Wellness programs: We offer a range of wellness programs to help you maintain a healthy work-life balance
• 401(k) program: You will be eligible to participate in our 401(k) program, with employer contributions available after one year
• Additional benefits: You will also be eligible for our Employee Assistance Program, pet insurance, and discounts on hotels, cars, cruises, and more

Conclusion

If you are passionate about delivering exceptional customer service, working in a fast-paced environment, and being part of a team that values diversity and inclusion, then we encourage you to apply for this exciting opportunity. As a Customer Assistance Representative at arenaflex, you will be part of a dynamic team that is dedicated to making a difference in the lives of our passengers. Don't miss out on this chance to join our team and start your journey with arenaflex today!