At arenaflex, we're on a mission to deliver exceptional customer experiences that exceed our guests' expectations. As a leading player in the travel and hospitality industry, we're committed to providing unparalleled service, innovative solutions, and unforgettable experiences. We're now seeking an exceptional Air Customer Service Agent to join our remote team in the US. If you're a customer-centric professional with a passion for delivering outstanding service, we want to hear from you!
**About arenaflex**
arenaflex is a global leader in the travel and hospitality industry, with a rich history of delivering exceptional experiences to our guests. Our company is built on a foundation of strong values, including a commitment to excellence, innovation, and customer satisfaction. We're proud to offer a dynamic and inclusive work environment that fosters growth, learning, and collaboration.
**Responsibilities**
As an Air Customer Service Agent at arenaflex, you'll play a critical role in delivering exceptional customer experiences across our global network. Your responsibilities will include:
* Answering phone calls, chat messages, and emails from guests, travel agents, and airlines, providing accurate and prompt responses to air-related issues
* Amending major schedule changes, performing ticketing activities, and issuing refunds, exchanges, and other air-related services
* Tracking and resolving 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 downline 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
**Additional Responsibilities**
* Answering phone calls, chats, and emails from guests, travel agents, and airlines
* Working shipboard email inboxes
* Helping guests and travel agents with enroute issues
* Supporting and upholding our Culture Essentials
* Performing other duties assigned by management within the scope of this position
**Requirements**
To succeed in this role, you'll need:
* Experience in the travel and hospitality industry, preferably in a high-volume call center
* 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 culture that's stronger together. Our highest responsibility and top priority is compliance, environmental protection, and the health, safety, and well-being of our guests, the people in the communities we touch and serve, and our shipboard and shoreside employees. We're proud to offer a dynamic and inclusive work environment that fosters growth, learning, and collaboration.
**Equal Opportunity Employer**
arenaflex is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances.
**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 Now!**
If you're a customer-centric professional with a passion for delivering outstanding service, we want to hear from you! Apply now to join our remote team in the US as an Air Customer Service Agent at arenaflex.