Experienced Air Customer Service Agent – Remote US Opportunity

At arenaflex, we're on a mission to revolutionize the travel industry by providing exceptional customer experiences. As a key member of our team, you'll play a vital role in delivering top-notch service to our guests while working remotely from the comfort of your own home. If you're passionate about travel, customer service, and working in a dynamic environment, we want to hear from you!

About arenaflex

arenaflex is a leading travel company that operates under the umbrella of Holland America Group. Our commitment to excellence is reflected in our strong values, which prioritize customer satisfaction, teamwork, and innovation. We're dedicated to creating unforgettable experiences for our guests, and we're looking for like-minded individuals to join our team.

Responsibilities

As an Air Customer Service Agent, you'll be responsible for providing exceptional service to our guests, travel agents, and airlines. Your primary duties will include:

• Answering phone calls, chats, and emails from guests, travel agents, and airlines in a timely and professional manner
• Resolving air-related issues, such as schedule changes, ticketing, and refunds
• Tracking and fixing incomplete Passenger Name Records (PNR) due to lack of TSA data and missing airfares
• Realigning pricing within PNR to collect additional money outside final payment
• Certifying all air tickets issued for passengers taking a flight by updating the ticket match exception report
• Assigning ancillary services to guests when requested
• Processing guest entertainment, crew executive travel, VIP requests, and providing down-line communication to port agents, hotels, and ground transportation
• Researching air schedules booked for crew outside of budget
• Processing last-minute crew changes in regards to air accommodations
• Providing next port protection coverage (flight re-accommodation) to accommodate passengers when needed
• Communicating effectively with customers, co-workers, and management to reduce communication-related work errors
• Consistently delivering on commitments to external and internal customers to drive customer satisfaction
• Demonstrating commitment through behaviors and performance that are aligned with our core values
• Exhibiting integrity, fairness, and professionalism in everyday conduct
• Performing additional duties as assigned by leadership

Requirements

To succeed in this role, you'll need:

• Experience in the travel and hospitality industry, preferably in a high-volume call center
• Proficiency in Microsoft Word, Excel, and Outlook
• Excellent phone and customer service skills
• 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; arenaflex is unable to sponsor or take over sponsorship of employment visas at this time (e.g., H-1B status)

What You Can Expect

As a valued member of our team, you can expect:

• Cruise and travel privileges for you and your family
• Health benefits
• 401(k) plan
• Employee Stock Purchase Plan
• Training and professional development opportunities
• Tuition and professional certification reimbursement
• Rewards and incentives
• A competitive base hourly range of $15.91 to $21.49, with final base salary directly related to each candidate's qualifications and experience

Our Culture

At arenaflex, we're committed to creating a culture that values diversity, inclusion, and respect. Our core values prioritize customer satisfaction, teamwork, and innovation, and we're dedicated to making a positive impact on the communities we serve. We're an equal opportunity employer and welcome applications from qualified candidates of all backgrounds.

How to Apply

If you're passionate about travel, customer service, and working in a dynamic environment, we want to hear from you! Please submit your application through our website, and don't forget to follow us on social media to stay up-to-date on the latest arenaflex news and job opportunities. Apply Now!

Note:

arenaflex is unable to sponsor or take over sponsorship of employment visas at this time (e.g., H-1B status). This position is open to US citizens and permanent residents only. Please note that arenaflex is not set up to hire anyone in the following states: AR, CT, DE, HI, IA, KY, LA, ME, MT, MS, ND, NE, NH, OK, SD, VT, WV, WY. Apply for this job