Experienced Full Stack Customer Support Representative – Premium Client Services

Are you ready to embark on a journey of endless possibilities, both in and out of the workplace? Join the arenaflex family, and you'll explore the world, develop your skills, and become the best version of yourself. As you set out on this new adventure, you'll tackle challenges with agility and poise, acquiring new skills and propelling your career while having fun. Come and elevate both your personal and professional life, and get ready to take off!

Why You'll Love This Job

The Premium Client Services Representative is a vital member of the arenaflex team, providing exceptional service, excellent customer support, and comprehensive tagging and issue resolution for our most valued clients across all regions covered by the Premium Client Services association. Premium Client Services Representatives deliver exceptional, personalized services in a positive, enthusiastic, respectful, and friendly manner to all clients and visitors.

What You'll Do: Key Responsibilities

This list is designed to reflect the current job requirements, but there may be additional essential duties (and optional work tasks) not mentioned. Management will adjust the job or require different tasks to be performed when functionally necessary, noting, of course, any legal commitments, including any collective bargaining commitments.

• Provide premium customer support to all clients
• Register clients and verify their access to clubs(s) and lounges
• Welcome clients by completing all visitor experience tasks (e.g., greeting clients using their name whenever possible, ensuring ID is visible, providing WIFI password, asking how you can help)
• Book and confirm flight reservations (e.g., using the semi-automated business review environment [SABRE], Qantas Wise Keypad [QIK])
• Check in premium clients for their flights (e.g., flight changes, rebooking, ID check swipe)
• Monitor flights to identify boarding times, delays, or disruptions to best accommodate client needs
• Issue client tickets (e.g., day of departure, reissues, future tickets)
• Cancel traveler reservations, as requested
• Add clients to priority lists (e.g., updates, reservations)
• Provide timely resolution of clients' travel issues
• Contact a higher level of customer care support (i.e., premium services CSCs or CSMs) to address complex client issues, as necessary
• Document client issues in the traveler name record (PNR)
• Perform club enrollment or sales activities (e.g., Admirals Club, credit enrollments)
• Coordinate all services provided to top-tier status clients (e.g., Ambassador Key program and Five Star service)
• Assist top-tier status clients (e.g., Ambassador Key, Five Star Members) as they move throughout terminals
• Assist clients with their belongings, as needed
• Monitor or maintain the presence of the lounges or clubs (e.g., through lead of walk-throughs)
• Communicate with colleagues to ensure food and beverages are provided to club and lounge clients consistently
• Supervise the activities of colleagues providing services (e.g., catering, sanitation) to the clubs as well as lounges
• Assist clients with technology provided in the clubs or lounges
• Hold meeting rooms (e.g., 60 minutes) for same-day travel requests
• Coordinate services for any events happening in meeting rooms (e.g., food for the events)
• Complete open or close procedures for clubs as well as lounges
• Address escalated client issues or concerns
• Conduct alcohol stock review with drink colleague (at certain airports)
• Monitor KeyStar system to organize proper services for clients (e.g., government officials, OneWorld, Ambassador Key, Five Star) (at certain airports)
• Report to site on time, as scheduled, and at your assigned station or area, including mandatory overtime requirements, varying shifts, weekends, and holidays
• Complete necessary training phases
• Adhere to company policies, procedures, and performance standards
• Wear uniforms as required by company policy
• Comply with regulatory laws (e.g., TSA, FAA)
• Utilize various internal resources/frameworks, including during client interactions

What You'll Need for Success: Essential and Preferred Qualifications

* Education and Previous Professional Training

• Bilingual language skills required in certain areas
• Must meet FAA background check requirements to qualify for unescorted access badges to airport security identification display areas (SIDA), if applicable
• Must be able to obtain proper airport power and US Customs security identification, if relevant
• Demonstrate exceptional customer service and client commitment in a culture of hospitality
• Ability to work under pressure, handle multiple tasks simultaneously while providing close attention to detail and client care
• Excellent interpersonal skills/relationship skills with ability to connect genuinely with all levels of management and public contact
• Service-oriented and self-motivated with a high level of impressive skill
• Previous customer service experience strongly preferred
• Well-groomed and professional appearance
• Excellent relational skills
• Previous travel industry experience preferred
• PC experience preferred
• Strong hierarchical and regulatory skills required
• Ability to work irregular and extended hours, including weekends and holidays
• Must answer to manage on a regular and flexible basis

What You'll Get: Arenaflex Benefits

Take advantage of everything arenaflex has to offer:

• Medical Benefits: From the very first day, you'll have access to your health, dental, prescription, and vision benefits to help you stay great. 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 give you 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, travel, and more. Be yourself at arenaflex.

Diversity, Equity, and Inclusion at Arenaflex

From the colleagues we hire to the clients we serve, care and diversity are the foundation of the powerful workforce at arenaflex. Our 20+ Representative Business Asset Groups are focused on connecting our colleagues to our clients, suppliers, networks, and investors, helping colleagues reach their full potential and establishing a comprehensive workplace to address and surpass the challenges of our diverse world.

Are You Ready to Feel a Deep Sense of Satisfaction and Fulfillment?

Are you ready to do your part in keeping the world's largest carrier moving smoothly as we care for people on life's journey? Come and be yourself at arenaflex. Apply Job! Apply for this job