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, a world-renowned leader in the aviation industry. As a Premium Client Services Representative, you will be the face of arenaflex, providing exceptional customer support and creating unforgettable experiences for our valued clients.

About arenaflex

arenaflex is a global airline that has been connecting people and cultures for over a century. Our commitment to excellence, innovation, and customer satisfaction has earned us a reputation as one of the world's leading airlines. With a diverse and inclusive workforce, we strive to create a workplace that is welcoming, supportive, and empowering for all our colleagues.

Why You'll Love This Role

As a Premium Client Services Representative, you will be responsible for delivering exceptional customer experiences, resolving issues, and exceeding client expectations. You will be the ambassador of arenaflex, showcasing our values of care, respect, and professionalism. Your role will involve:

• Providing premium customer support to clients, responding to their queries, and resolving issues in a timely and professional manner
• Registering clients and confirming their access to club(s) and lounge(s)
• Welcoming clients by completing all visitor experience tasks, such as greeting them by name, ensuring their ID is visible, and providing Wi-Fi passwords
• Booking and confirming flight reservations using our semi-automated business audit climate (SABRE) and Qantas Wise Keypad (QIK)
• Checking in premium clients for their flights, including flight changes, rebooking, and ID check swipe
• Screening trips to identify boarding times, delays, or disruptions to best accommodate client needs
• Issuing client tickets, including day-of-travel, reissues, and future tickets
• Dropping traveler reservations, as mentioned
• Putting clients on priority records, including updates and reservations
• Providing timely resolution of client travel issues
• Contacting higher levels 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 Admirals Club and credit card enrollments
• Coordinating all services provided to top-tier status clients, including Attendant Key program and Five Star service
• Assisting top-tier status clients, including Attendant Key and Five Star Individuals, as they move through terminals
• Assisting clients with their luggage, as needed
• Screening or maintaining the presence of lounges or clubs, including lead walkthroughs
• Communicating with colleagues to ensure food and beverages are provided to club and lounge clients consistently
• Supervising the activities of colleagues providing services, including catering and sanitation, to the club(s) and lounge(s)
• Assisting clients with technology provided in the club(s) or lounge(s)
• Holding meeting rooms (e.g., 60 minutes) for same-day travel requests
• Coordinating services for any meetings happening in meeting rooms, including food for the meetings
• Completing open or close procedures for club(s) and lounge(s)
• Addressing heightened client issues or concerns
• Directing alcohol stock review with drink colleague (at certain airports)
• Screening KeyStar system to organize proper services for clients (e.g., government officials, OneWorld, Attendant Key, FiveStar) (at certain airports)

What You'll Need for Success

To excel in this role, you will need:

• A bachelor's degree in a relevant field
• Bilingual language skills, depending on the location
• Ability to pass FAA background checks to qualify for unescorted access to airport security identification display areas (SIDA), if applicable
• Ability to obtain necessary airport power and US Customs security identifications, if relevant
• Excellent customer service and commitment skills in a climate of hospitality
• Ability to work under pressure, handle multiple tasks simultaneously, and provide close attention to detail and customer care
• Strong charisma and relational skills, with the 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
• Previous customer service experience, preferably in the travel industry
• PC experience, preferably in a customer service environment
• Strong hierarchical and regulatory skills required
• Ability to work irregular and extended hours, including weekends and holidays
• Ability to answer to manage a regular and flexible schedule

What You'll Get

As a Premium Client Services Representative at arenaflex, you will enjoy a comprehensive benefits package, including:

• Medical benefits: On the 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 give you the right tools, resources, and support you need.
• 401(k) program: Accessible upon hire, and, depending on the workgroup, employer contributions to your 401(k) program are available after one year.
• Extra benefits: Other great benefits include our Employee Assistance Program, pet insurance, and discounts on hotels, cars, travel, and more.

Join the arenaflex Team

At arenaflex, we believe that our colleagues are our greatest asset. We strive to create a workplace that is welcoming, supportive, and empowering for all our colleagues. Our 20+ Representative Business Asset Groups are focused on connecting our colleagues to our clients, providers, networks, and investors, helping colleagues reach their full potential and establishing a comprehensive workplace to address and surpass 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 airline moving smoothly as we care for people on life's journey? Join the arenaflex team and apply now!

Submit Your Application

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