Experienced Air Customer Service Agent – Remote US Opportunity

At arenaflex, we're passionate about delivering exceptional customer experiences that exceed our guests' expectations. As an Air Customer Service Agent, you'll play a vital role in providing top-notch support to our guests, ensuring their travel plans are seamless and enjoyable. If you're a customer service enthusiast with a passion for the travel industry, we invite you to join our team and be part of a dynamic, remote work environment.

About arenaflex

arenaflex is a leading travel and hospitality company that operates with a strong commitment to customer satisfaction, environmental protection, and the well-being of our guests, employees, and the communities we serve. Our company culture is built on a foundation of integrity, fairness, and professionalism, and we're dedicated to creating a work environment that fosters growth, learning, and collaboration.

Responsibilities

As an Air Customer Service Agent, you'll be responsible for providing exceptional customer service to our guests, travel agents, and airlines. Your key responsibilities will include:

• Answering phone calls, chat messages, emails, and voicemails related to air issues, and responding promptly and accurately
• Amending major schedule changes, performing ticketing activities, and issuing refunds, exchanges, and other air-related services
• Tracking and fixing incomplete Passenger Name Records (PNR) due to lack of TSA data and missing airfares
• Realigning pricing within PNR to collect additional money outside final payment
• Certifying all air tickets issued for passengers taking a flight by updating the ticket match exception report
• Assigning ancillary services to guests when requested
• Processing guest entertainment, crew executive travel, VIP requests, and providing down-line communication to port agents, hotels, and ground transportation
• Researching air schedules booked for crew outside of budget
• Processing last-minute crew changes in regards to air accommodations
• Providing next port protection coverage (flight re-accommodation) to accommodate passengers when needed
• Communicating effectively with customers, co-workers, and management to reduce communication-related work errors
• Consistently delivering on commitments to external and internal customers to drive customer satisfaction
• Demonstrating commitment through behaviors and performance that are aligned with our core values
• Exhibiting integrity, fairness, and professionalism in everyday conduct
• Performing any additional duties assigned by leadership

Requirements

To be successful in this role, you'll need:

• Experience in the travel and hospitality industry, preferably in a high-volume call center environment
• Proficiency in Microsoft Word, Excel, and Outlook
• Excellent phone and customer service skills
• Ability to communicate effectively (verbally and written) with travel suppliers, port agents, crew members, employees, other departments, and management
• Knowledge of all aspects of the Sabre airline reservation system, including creation of an air booking, ticketing, exchanges, pricing, routing, and queue processing
• Must be legally authorized to work in the United States; arenaflex is unable to sponsor or take over sponsorship of employment visas at this time (e.g., H-1B status)

What You Can Expect

As an Air Customer Service Agent at arenaflex, you can expect:

• Cruise and travel privileges for you and your family
• Health benefits
• 401(k) plan
• Employee Stock Purchase Plan
• Training and professional development opportunities
• Tuition and professional certification reimbursement
• Rewards and incentives
• Base hourly range: $15.91 to $21.49 (final base salary is directly related to each candidate's qualifications and experience uniquely)

Our Culture

At arenaflex, we're committed to creating a work environment that fosters growth, learning, and collaboration. Our culture is built on a foundation of integrity, fairness, and professionalism, and we're dedicated to:

• Compliance, environmental protection, and the health, safety, and well-being of our guests, employees, and the communities we serve
• Providing exceptional customer experiences that exceed our guests' expectations
• Fostering a culture of inclusivity, diversity, and respect
• Encouraging continuous learning and professional development
• Recognizing and rewarding outstanding performance and contributions

How to Apply

If you're a customer service enthusiast with a passion for the travel industry, we invite you to apply for this exciting opportunity. Please submit your application through our website, and we'll be in touch to discuss your qualifications and experience.

Equal Opportunity Employer

arenaflex is an equal opportunity employer, and we're committed to creating a diverse and inclusive work environment. We welcome applications from qualified candidates of all backgrounds, and we're proud to be an equal opportunity employer.

Americans with Disabilities Act (ADA)

arenaflex will provide reasonable accommodations with the application process, upon your request, as required to comply with applicable laws. If you have a disability and require assistance in this application process, please contact [email protected]. Apply for this job