Introduction to arenaflex
arenaflex is a leading player in the travel and hospitality industry, renowned for its commitment to delivering exceptional customer experiences. As a remote Air Customer Service Agent, you will be an integral part of our team, working closely with cross-functional teams to provide top-notch support to our guests. If you are passionate about travel, customer service, and working in a fast-paced environment, we invite you to join our dynamic team and contribute to our mission of creating unforgettable travel experiences.
Job Summary
We are seeking an experienced and skilled Air Customer Service Agent to join our team. As an Air Customer Service Agent, you will be responsible for providing exceptional support to our guests, responding to their queries, and resolving issues related to air travel. You will work closely with our teams to ensure seamless communication, resolve escalated calls, and provide timely solutions to our guests. If you have a passion for delivering exceptional customer service, are proficient in Microsoft Office, and have experience working in a high-volume call center, we encourage you to apply for this exciting opportunity.
Key Responsibilities
- Answer phone calls, chat messages, emails, and voicemails related to air issues, responding promptly and accurately to guest queries.
- 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 downline 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
To be successful in this role, you should have:
- Experience in the travel and hospitality industry and in a high-volume call center, which is highly desirable.
- Proficiency in Microsoft Word, Excel, and Outlook.
- Excellent phone and customer service skills, with the ability to communicate effectively (verbally and written) with travel suppliers, port agents, crew members, employees, other departments, and management.
- Knowledge of all aspects of the Sabre airline reservation system, including creation of an air booking, ticketing, exchanges, pricing, routing, and queue processing.
- Must be legally authorized to work in the United States, as arenaflex is unable to sponsor or take over sponsorship of employment visas at this time.
Preferred Qualifications
While not essential, the following qualifications are preferred:
- Previous experience working with the Sabre airline reservation system.
- Familiarity with cruise travel and the hospitality industry.
- Experience working in a remote or virtual environment.
Skills and Competencies
To excel in this role, you should possess the following skills and competencies:
- Excellent communication and customer service skills.
- Ability to work in a fast-paced environment and prioritize tasks effectively.
- Strong problem-solving and analytical skills, with attention to detail.
- Proficiency in Microsoft Office, particularly Word, Excel, and Outlook.
- Ability to work independently and as part of a team.
Career Growth Opportunities 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:
- Comprehensive training programs to enhance your skills and knowledge.
- Opportunities for career advancement and professional growth.
- Recognition and rewards for outstanding performance.
- Tuition and professional certification reimbursement.
Work Environment and Company Culture
arenaflex is dedicated to creating a positive and inclusive work environment that values diversity, equity, and inclusion. Our company culture is built on the principles of:
- Compliance, environmental protection, and the health, safety, and well-being of our guests, employees, and the communities we serve.
- Stronger together, we foster a culture of collaboration, respect, and open communication.
- Our Culture Essentials, Corporate Vision Statement, and Core Values guide our actions and decisions, ensuring that we deliver exceptional experiences for our guests and employees alike.
Compensation, Perks, and Benefits
As an Air Customer Service Agent at arenaflex, you can expect:
- A competitive base hourly range of $15.91 to $21.49, depending on your qualifications and experience.
- Comprehensive health benefits, including medical, dental, and vision coverage.
- 401(k) and employee stock purchase plan.
- Cruise and travel privileges for you and your family.
- Recognition and rewards for outstanding performance.
Conclusion
If you are passionate about delivering exceptional customer service, have experience in the travel and hospitality industry, and are looking for a new challenge, we encourage you to apply for the Air Customer Service Agent role at arenaflex. As a remote US-based position, you will have the flexibility to work from the comfort of your own home, while being part of a dynamic and supportive team. Join us in our mission to create unforgettable travel experiences and apply today!
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