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 its people and strives for excellence in everything it does, arenaflex is now seeking an experienced and skilled 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 customer service.

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 working closely with teams across arenaflex. Your exceptional customer service skills, knowledge of the travel industry, and ability to work effectively in a fast-paced environment will make you an invaluable asset to our team. As an Air Customer Service Agent with arenaflex, you will have the opportunity to make a real difference in the lives of our guests and contribute to the company's mission of delivering unforgettable travel experiences.

Key Responsibilities

• Answer phone calls, chat messages, emails, and voicemails regarding air issues, and respond accurately and promptly to ensure guest 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 of 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 support and uphold our Culture Essentials.

Requirements

To be successful in this role, you will need to 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.

What We Offer

At arenaflex, we are committed to providing our employees with a comprehensive range of benefits, including:

• Cruise and travel privileges for you and your family.
• Health benefits, 401(k), and employee stock purchase plan.
• Training and professional development opportunities, including tuition and professional certification reimbursement.
• Rewards and incentives, with a base hourly range of $15.91 to $21.49, depending on your qualifications and experience.

Our Culture

At arenaflex, 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 committed to being a responsible and sustainable business, and we expect all our employees to uphold our Culture Essentials and Core Values. To learn more about our culture and values, please visit our website at https://www.arenaflex.com/aboutus/culture-framework/.

Equal Opportunities

arenaflex is an equal opportunity employer, and we welcome applications from all qualified candidates. We are committed to providing a fair and inclusive recruitment process and to ensuring that all our employees are treated with dignity and respect. If you have a disability and require assistance with the application process, please contact us at [email protected].

Conclusion

If you are a motivated and customer-focused individual with a passion for the travel industry, we encourage you to apply for this exciting opportunity to join our team as an Air Customer Service Agent. With its comprehensive range of benefits, commitment to employee development, and dedication to delivering exceptional customer experiences, arenaflex is the ideal place to build a rewarding and challenging career. Apply now and take the first step towards an exciting new chapter in your career!

Apply Now