Experienced Full Stack Customer Support Representative – Premium Client Services

Are you ready to embark on a journey that will take you to new heights, challenge you to grow, and reward you with a sense of fulfillment? Look no further than arenaflex, where we're passionate about delivering exceptional customer experiences that exceed our clients' expectations. As a Premium Client Services Representative, you'll be the face of arenaflex, providing top-notch support to our most valued clients in a fast-paced, dynamic environment.

Why You'll Love This Role

As a Premium Client Services Representative, you'll be an ambassador of arenaflex, delivering unparalleled customer service, support, and solutions to our clients in all areas covered by our Premium Client Services team. You'll be responsible for providing exceptional experiences in a positive, enthusiastic, considerate, and friendly manner to all clients and visitors. If you're passionate about delivering outstanding customer service, enjoy working in a team environment, and are eager to grow your skills and career, this role is perfect for you.

Key Responsibilities

As a Premium Client Services Representative, your primary responsibilities will include:

• Providing premium customer care to all clients
• Registering clients and confirming their access to clubs and lounges
• Welcoming clients by completing all visitor experience tasks (e.g., greeting clients by name, ensuring identification is visible, providing Wi-Fi passwords, and asking how you can assist)
• Booking and confirming flight reservations (e.g., using the semi-automated business review environment [SABRE], Qantas Smart Keypad [QIK])
• Checking in premium clients for their flights (e.g., flight changes, rebooking, identification confirmation swipe)
• Screening flights to identify boarding times, delays, or disruptions to best accommodate client needs
• Issuing client tickets (e.g., day of flight, reissues, future tickets)
• Canceling traveler reservations, as requested
• Adding clients to priority lists (e.g., upgrades, standby)
• Providing convenient resolution of clients' travel issues
• Contacting a higher level of customer care support (i.e., premium services CSCs or CSMs) to address complex client issues, as needed
• Archiving client issues in the traveler name record (PNR)
• Performing club enrollment or sales activities (e.g., Admirals Club, credit card enrollments)
• Coordinating all services provided to premium status clients (e.g., Admirals Club, Five Star service)
• Assisting first-class status clients (e.g., Admirals Club, Five Star individuals) as they move through terminals
• Assisting clients with their belongings, as needed
• Monitoring or maintaining the presence of the lounges or clubs (e.g., through direct or walk-throughs)
• Communicating with colleagues to ensure food and drinks are provided to club and lounge clients consistently
• Managing the activities of colleagues providing services (e.g., food, cleaning) to the clubs and lounges
• Assisting clients with technology provided in the clubs and lounges
• Saving meeting rooms (e.g., 60 minutes) for same-day travel requests
• Coordinating services for any meetings occurring in meeting rooms (e.g., food for the meetings)
• Completing open or close procedures for clubs and lounges
• Addressing escalated client issues or concerns
• Leading alcohol stock review with drink colleague (at certain airports)
• Screening KeyStar system to coordinate proper services for clients (e.g., government officials, OneWorld, Admirals Club, Five Star) (at certain airports)

What You'll Need for Success

To excel in this role, you'll need:

• A bachelor's degree
• Bilingual language skills, as required in certain areas
• To satisfy FAA criminal history verifications to qualify for unescorted access badges to airport security ID display areas (SIDA), if applicable
• To be able to obtain necessary airport power and US Customs security IDs, if relevant
• To exhibit exceptional customer service and client commitment in a climate of flexibility
• Ability to work under pressure, handle multiple tasks simultaneously while providing close attention to detail and customer service
• Excellent interpersonal skills/relationship skills with the ability to connect effectively with all levels of management and public contact
• Service-oriented and self-motivated with a high degree of excellent skill
• Willingness 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 organizational and management skills required
• Ability to work irregular and extended hours, including weekends and holidays
• Willingness to answer to manage a normal and convenient schedule

What You'll Get

As a valued member of the arenaflex team, you'll enjoy:

• Medical benefits: On day one, you'll have access to your health, dental, prescription, and vision benefits to help you stay healthy. 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 provide you with the right tools, resources, and support you need.
• 401(k) Program: Available upon hire, and manager contributions to your 401(k) program are available after one year.
• Extra Benefits: Other great benefits include our Employee Assistance Program, pet insurance, and discounts on hotels, cars, travel, and more.
• Be Yourself at arenaflex

From the colleagues we recruit to the clients we serve, diversity and inclusion are the foundation of the unique 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.

Is This the Role for You?

If you're ready to feel a huge sense of satisfaction and fulfillment as you do your part to keep the largest carrier in the world running smoothly as we care for people on life's journey, apply now! Apply for this job