Experienced Full Stack Customer Service Representative – Premium Client Support

Are you ready to embark on a journey that will take you to new heights, challenge your skills, and help you grow as a professional? Look no further than arenaflex, where you'll have the opportunity to explore a world of possibilities, both in and out of the office. As a Premium Client Support Representative, you'll be the face of arenaflex, providing exceptional customer service, resolving complex issues, and exceeding client expectations. Join our arenaflex family and get ready to soar!

Why you'll love this role

As a Premium Client Support Representative, you'll be an ambassador of arenaflex, delivering unparalleled customer service, resolving complex issues, and exceeding client expectations. You'll work with a diverse range of clients, providing personalized support, and ensuring their needs are met with a smile. arenaflex is committed to creating a unique and inclusive work environment, where you'll have the opportunity to grow, learn, and thrive.

Key responsibilities

As a Premium Client Support Representative, you'll be responsible for:

• Providing exceptional customer service to all clients, ensuring their needs are met with a smile
• Registering clients and confirming their access to club(s) and lounge(s)
• Welcoming clients by completing all visitor experience tasks (e.g., greeting clients by name, ensuring ID is visible, providing Wi-Fi password, asking how you can help)
• Booking and confirming flight reservations (e.g., using SABRE, Qantas Smart Keypad)
• Checking in premium clients for their flights (e.g., flight changes, rebooking, ID confirmation swipe)
• Screening trips to identify boarding times, delays, or disruptions to best accommodate client needs
• Issuing client tickets (e.g., day of flight, reissues, future tickets)
• Dropping traveler reservations, as mentioned
• Putting clients on priority lists (e.g., upgrades, standby)
• Providing convenient resolution of clients' travel issues
• Contacting a higher level 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 (e.g., Admirals Club, credit card enrollments)
• Coordinating all services provided to premium status clients (e.g., Admirals Club, Five Star service)
• Assisting first-class status clients (e.g., Admirals Club, Five Star Individuals) as they move through terminals
• Assisting clients with their luggage, as needed
• Screening or maintaining the presence of the lounges or clubs (e.g., through direct or walk-throughs)
• Communicating with colleagues to ensure food and drinks are provided to club and lounge clients consistently
• Managing the activities of colleagues providing services (e.g., food, cleaning) to the clubs and lounges
• Assisting clients with technology provided in the clubs and lounges
• Saving meeting rooms (e.g., 60 minutes) for same-day travel requests
• Coordinating services for any meetings happening in meeting rooms (e.g., food for the meetings)
• Completing open or close procedures for clubs and lounges
• Addressing escalated client issues or concerns
• Leading alcohol stock review with drink colleague (at certain airports)
• Screening KeyStar system to coordinate proper services for clients (e.g., government officials, OneWorld, Admirals Club, Five Star) (at certain airports)
• Reporting to site on time, as scheduled, and at your assigned station or area, including mandatory overtime requirements, varying shifts, weekends, and holidays
• Following through with task-critical training stages

What you'll need for success

* Bachelor's degree

• Bilingual language skills required in certain areas
• Must satisfy FAA criminal background checks to qualify for unescorted access badges to airport security ID display areas (SIDA), if applicable
• Must be able to obtain proper airport power and US Customs security IDs, if relevant
• Ability to exhibit exceptional customer service and client commitment in a climate of flexibility
• Capacity to work under pressure, handle multiple tasks simultaneously while providing close attention to detail and customer service
• Excellent interpersonal skills/relationship skills with ability to connect effectively with all levels of management and public contact
• Service-oriented and self-motivated with a high degree of exceptional skill
• Willingness to attend training courses in Dallas/Fort Worth, Texas
• Previous customer service experience highly preferred
• Ability to maintain a well-groomed and professional appearance
• Strong relational skills
• Previous travel industry experience preferred
• PC experience preferred
• Solid organizational and management skills required
• Ability to work irregular and extended hours, including weekends and holidays
• Willingness to answer to manage a normal and convenient basis

What you'll get

At arenaflex, we're committed to providing our employees with a comprehensive benefits package that includes:

• Medical benefits: On the very beginning, 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 provide you with the right tools, resources, and support you need.
• 401(k) Program: Available upon hire and, depending on the workgroup, manager 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 family

At arenaflex, we're proud of our diverse and inclusive work environment, where you'll have the opportunity to grow, learn, and thrive. Our 20+ Representative Business Asset Groups are focused on connecting our employees to our clients, partners, networks, and investors, helping employees reach their full potential and creating a comprehensive workplace to address and exceed the needs of our diverse world. Are you ready to feel a huge sense of satisfaction and fulfillment as you do your part to keep the largest carrier in the world running smoothly as we care for people on life's journey? Join the arenaflex family and be yourself! Apply Job! Apply for this job