Experienced Customer Assistance Representative – Airport Operations and Customer Service

Join arenaflex, a world-renowned airline, and embark on a journey that will take you to new heights. As an Experienced Customer Assistance Representative, you will be the face of arenaflex, providing exceptional customer service to our valued passengers at the Phoenix Sky Harbor Airport. With a strong focus on teamwork, flexibility, and continuous learning, you will play a vital role in ensuring the smooth operation of our airport operations and customer service.

Why You'll Love This Job

As an Experienced Customer Assistance Representative, you will have the opportunity to interact with customers in a courteous, efficient, friendly, and professional manner. You will be responsible for providing top-notch service to our passengers, resolving issues, and ensuring that their travel experience with arenaflex is nothing short of exceptional.

Key Responsibilities

The following are the essential functions of the job:

• Greet customers when they enter the airport or arrive in the ticket area, providing a warm and welcoming experience.
• Monitor the ticket counter area to ensure it is in compliance with safety policies and procedures.
• Assist customers with self-service kiosk check-in and kiosk baggage processing, including printing boarding passes and receipts.
• Service and maintain kiosk machines, ensuring they are in good working condition.
• Troubleshoot kiosk technology issues to identify the source of problems or errors.
• Communicate with IT about kiosk technology issues that require additional servicing.
• Verify that customers' carry-on baggage complies with FAA/arenaflex policies (e.g., size, quantity).
• Verify and clear travel documents (e.g., passports, visas) for customers traveling internationally using the Timatic database available in the kiosk.
• Assist customers with checked baggage processing, including completing credit card transactions, self-tagging, and verifying weight.
• Queue lines in ticket counter areas based on departure times or type of assistance needed (e.g., special assistance, to reduce volume of lines or wait time).
• Accept and activate customers' self-tagged baggage at the activation station.
• Physically move baggage throughout the ticket counter area (e.g., move checked baggage to belt, move oversized bags to designated oversized baggage location).
• Assist customers with checking their assistive devices, sporting equipment, and other oversized items (e.g., verify adherence to appropriate policies).
• Refer customers to customer service agents when appropriate.
• Perform clearance and verification of documents at kiosks.
• Assist with the physical movement of non-ambulatory customers as they board, deplane, or otherwise move throughout the gate and larger terminal area.
• Assist unaccompanied minors with boarding, deplaning, or other transportation.
• Provide customers with gate information and directions.
• Perform paging activities (e.g., to announce forgotten items, to ask customers to return to locked bags) (at some airports).
• Perform additional related duties as deemed operationally necessary by management consistent with the collective bargaining agreement.
• Report to position on time, as scheduled, and at your assigned station or location, including mandatory overtime requirements, varying shifts, weekends, and holidays.
• Complete job-relevant trainings.
• Adhere to government regulations (e.g., DOT, FAA, TSA).
• Adhere to company policies, procedures, and performance standards.
• Wear uniforms as required by company policy.
• Provide quality customer service in a professional manner in accordance with arenaflex's guidelines.
• Use multiple internal resources/systems, including during customer interactions.

All You'll Need for Success

To be successful in this role, you will need:

• A High School diploma or GED or international equivalent.
• Must be 18 years of age or older.
• Read, write, fluently speak, and understand the English language.
• Bilingual language skills may be required in some locations.
• Applicable valid driver's license as required by local authorities.
• Completion of a pre-employment drug screen, comprehensive background check, and/or fingerprinting to satisfy company and security requirements.
• Must fulfill FAA criminal background checks to qualify for unescorted access privileges to airport security identification display areas (SIDA), if applicable.
• Must be able to secure appropriate airport authority and/or US Customs security badges, if applicable.
• Must be authorized to work in the U.S.

Preferred Qualifications

* Working knowledge of Sabre or any other Passenger Service System.

• Previous face-to-face Customer Service experience.
• Working in a fast-paced environment.

What You'll Get

As an Experienced Customer Assistance Representative, you will enjoy a range of benefits, including:

• Travel Perks: Ready to explore the world? You, your family, and your friends can reach 365 destinations on more than 6,800 daily flights across our global network.
• Health Benefits: On day one, you'll have access to your health, dental, prescription, and vision benefits to help you stay well. And that's just the start, we also offer virtual doctor visits, flexible spending accounts, and more.
• Wellness Programs: We want you to be the best version of yourself - that's why our wellness programs provide you with all the right tools, resources, and support you need.
• 401(k) Program: Available upon hire, and, depending on the workgroup, employer contributions to your 401(k) program are available after one year.
• Additional Benefits: Other great benefits include our Employee Assistance Program, pet insurance, and discounts on hotels, cars, cruises, and more.

Feel Free to Be Yourself at arenaflex

From the team members we hire to the customers we serve, inclusion and diversity are the foundation of the dynamic workforce at arenaflex. Our 20+ Employee Business Resource Groups are focused on connecting our team members to our customers, suppliers, communities, and shareholders, helping team members reach their full potential and creating an inclusive work environment to meet and exceed the needs of our diverse world.

Are You Ready to Feel a Tremendous Sense of Pride and Satisfaction?

As an Experienced Customer Assistance Representative, you will have the opportunity to do your part in keeping the largest airline in the world running smoothly as we care for people on life's journey. Feel free to be yourself at arenaflex. Travel to the Interview and Any Subsequent Relocation Expenses Are the Responsibility of the Candidate We look forward to welcoming you to the arenaflex team!

Apply Now!

Don't miss this opportunity to join arenaflex and start your journey to new heights. Apply now and take the first step towards a rewarding career with us. Apply To this Job Apply for this job Apply for this job