Experienced Full Stack Customer Support Representative – American Airlines Customer Service

Join the arenaflex family and embark on a journey of growth, learning, and adventure as a Customer Support Representative for American Airlines. As a key member of our team, you will be responsible for delivering exceptional customer service, resolving complex issues, and providing a seamless experience for our valued clients. If you're passionate about helping others, thrive in a fast-paced environment, and are eager to take your career to new heights, we want to hear from you!

Introduction to arenaflex

At arenaflex, we're more than just a company – we're a family of dedicated professionals who share a common goal: to provide exceptional service and support to our clients. With a rich history of innovation and a commitment to excellence, we've become a leader in the industry. Our team is comprised of talented individuals from diverse backgrounds, united by a shared passion for delivering outstanding results. As a Customer Support Representative, you'll be part of a dynamic team that's passionate about making a difference in the lives of our clients.

Why You'll Love This Job

As a Customer Support Representative for American Airlines, you'll have the opportunity to:

• Provide exceptional customer service, resolving complex issues and ensuring a seamless experience for our valued clients
• Work in a fast-paced, dynamic environment, where no two days are ever the same
• Develop your skills and knowledge in a supportive and collaborative team
• Enjoy a competitive salary and benefits package, including medical, dental, and vision coverage
• Take advantage of our comprehensive training program, designed to help you succeed in your role
• Be part of a company that values diversity, equity, and inclusion, and is committed to creating a workplace that's welcoming and inclusive for all

Key Responsibilities

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

• Providing exceptional customer service, responding to client inquiries, and resolving complex issues in a timely and professional manner
• Registering clients and confirming their access to club(s) and lounge(s)
• Welcoming clients, ensuring a positive and memorable experience
• Booking and confirming flight reservations, utilizing our semi-automated business audit climate (SABRE) and Qantas Wise Keypad (QIK)
• Checking in premium clients for their flights, handling changes, rebooking, and identification checks
• Screening trips to identify loading times, delays, or disruptions, and providing solutions to meet client needs
• Issuing client tickets, dropping traveler reservations, and placing clients on priority lists
• Providing timely resolution of client travel issues
• Contacting higher levels of customer care support to address complex client issues
• Archiving client issues in the traveler name record (PNR)
• Performing club enrollment or sales activities, coordinating services for top-tier clients
• Helping top-tier clients navigate the airport, providing exceptional service and support
• Assisting clients with their luggage, as needed
• Screening or maintaining the presence of lounges or clubs, ensuring a high level of service and quality
• Communicating with colleagues to ensure food and beverages are provided to club and lounge clients consistently
• Supervising the activities of colleagues providing services to the club(s) and lounge(s)
• Helping clients with technology provided in the club(s) or lounge(s)
• Holding meeting rooms for same-day travel demands
• Coordinating services for meetings happening in meeting rooms
• Completing open or close procedures for club(s) and lounge(s)
• Addressing heightened client issues or concerns
• Directing alcohol stock review with drink colleagues (at certain airports)
• Screening KeyStar system to organize proper services for clients (e.g., government officials, OneWorld, Attendant Key, FiveStar) (at certain airports)
• Reporting to site on time, as scheduled, and at your allocated station or area, including compulsory overtime requirements, varying shifts, weekends, and holidays
• Completing task-critical preparation phases
• Adhering to organizational strategies, techniques, and execution standards
• Wearing attire as required by organizational policy
• Complying with unofficial laws (e.g., TSA, FAA)
• Utilizing various internal assets/frameworks, including during client communications

What You'll Need for Success

To excel in this role, you'll need:

• A bachelor's degree or equivalent experience
• Bilingual language skills, as required in certain areas
• The ability to pass FAA background checks to qualify for unescorted access privileges to airport security identification display areas (SIDA), if applicable
• The ability to obtain airport power and US Customs security identification, if relevant
• Excellent customer service and communication skills, with the ability to work under pressure and handle multiple tasks simultaneously
• Strong charisma and relational skills, with the ability to connect with all levels of management and public contact
• A service-oriented and self-motivated approach, with a high level of impressive skill
• The ability to attend training courses in Dallas/Fort Worth, Texas
• Previous customer service experience, preferably in the travel industry
• Proficiency in computer systems and software, including Microsoft Office
• Strong hierarchical and regulatory skills, with the ability to work irregular and extended hours, including weekends and holidays
• The ability to answer to manage a regular and convenient premise

What You'll Get

As a Customer Support Representative for American Airlines, you'll enjoy:

• A competitive salary and benefits package, including medical, dental, and vision coverage
• Comprehensive training program, designed to help you succeed in your role
• Opportunities for career growth and advancement
• A dynamic and supportive work environment, with a focus on teamwork and collaboration
• A comprehensive health program, including virtual doctor visits, flexible spending accounts, and more
• A 401(k) program, with employer contributions available after one year
• Additional benefits, including our Employee Assistance Program, pet insurance, and discounts on hotels, cars, travel, and more

Join the arenaflex Family

If you're passionate about delivering exceptional customer service, thrive in a fast-paced environment, and are eager to take your career to new heights, we want to hear from you! Apply now and let's discuss how you can become a vital part of our success story. Apply To This Job Apply for this job