Join the arenaflex family and embark on a journey of growth, learning, and adventure. As an Experienced Customer Support Representative, you will be the face of American Airlines, providing exceptional service to our valued customers. If you're passionate about delivering outstanding customer experiences, have a strong work ethic, and are eager to learn and grow, we want to hear from you.
**About arenaflex**
arenaflex is a leading airline that connects people and cultures around the world. We're committed to providing exceptional service, safety, and value to our customers. Our team is dedicated to making a positive impact on the lives of our customers, colleagues, and communities. We're proud to be a diverse and inclusive workplace, where everyone feels valued, respected, and empowered to succeed.
**Why You'll Love This Job**
As an Experienced Customer Support Representative, you will be responsible for providing top-notch service to our premium customers. You will be the ambassador of American Airlines, ensuring that every customer interaction is positive, friendly, and memorable. Your role will involve:
* Providing exceptional customer service to our premium customers
* Registering customers and verifying their access to clubs and lounges
* Welcoming customers and ensuring a seamless experience
* Booking and confirming flight reservations
* Checking in premium customers for their flights
* Screening trips to identify loading times, delays, or disruptions
* Issuing client tickets and dropping traveler reservations
* Putting clients on priority records and providing timely resolution of travel issues
* Contacting higher levels of customer care support to address complex customer issues
* Archiving customer issues in the traveler name record (PNR)
* Performing club enrollment or sales activities
* Coordinating services provided to top-tier status customers
* Helping top-tier status customers as they move through terminals
* Assisting customers with their luggage, as needed
* Screening or maintaining the presence of lounges or clubs
* Speaking with colleagues to ensure food and beverages are provided to club and lounge customers
* Supervising the activities of colleagues providing services to the club(s) and lounge(s)
* Helping customers with technology provided in the club(s) or lounge(s)
* Holding meeting rooms for same-day travel demands
* Coordinating services for any meetings happening in meeting rooms
* Completing open or close procedures for club(s) and lounge(s)
* Addressing heightened customer issues or concerns
* Directing alcohol stock review with drink colleague (at certain airports)
* Screening KeyStar system to organize proper services for clients (e.g., government officials, OneWorld, Attendant Key, FiveStar) (at certain airports)
**What You'll Need for Success**
To excel in this role, you will need:
* A bachelor's degree and previous professional training
* Bilingual language skills, depending on the location
* The ability to pass FAA background checks to qualify for unescorted access to airport security identification display areas (SIDA), if applicable
* The ability to obtain airport power and US Customs security identifications, if relevant
* Excellent customer service and communication skills
* The ability to work under pressure, handle multiple tasks simultaneously, and provide close attention to detail and customer care
* Strong charisma and interpersonal 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 initiative
* The ability to attend training courses in Dallas/Fort Worth, Texas
* Previous customer service experience, preferably in the travel industry
* PC experience, preferably in a customer service environment
* Strong hierarchical and regulatory skills
* The ability to work irregular and extended hours, including weekends and holidays
* The ability to answer to manage a regular and flexible schedule
**What You'll Get**
As an Experienced Customer Support Representative, you will enjoy:
* Competitive salary and benefits package
* Medical, dental, prescription, and vision benefits, starting on the first day
* Health programs to help you stay healthy and well
* 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
* Opportunities for growth and development, including training and education programs
* A dynamic and inclusive work environment, where everyone feels valued, respected, and empowered to succeed
**Don't Hesitate, Apply!**
We value a great attitude and a willingness to learn above all. If you're passionate about delivering exceptional customer experiences and have a strong work ethic, we want to hear from you. Submit your application today and join the arenaflex family on a journey of growth, learning, and adventure.