Are you a customer service enthusiast with a passion for the travel industry? Do you thrive in fast-paced environments and enjoy helping others? If so, we invite you to join our team as an Air Customer Service Agent at arenaflex. As a key member of our remote customer service team, you will play a vital role in providing exceptional support to our guests and travel partners. With a focus on delivering outstanding customer experiences, you will work closely with our teams across the country to ensure seamless travel experiences for our guests.
**About arenaflex**
arenaflex is a leading travel company that offers unforgettable experiences to our guests. With a rich history of innovation and a commitment to excellence, we strive to exceed our guests' expectations at every turn. Our company culture is built on a foundation of respect, inclusivity, and a passion for delivering exceptional customer experiences. As an Air Customer Service Agent at arenaflex, you will be part of a dynamic team that is dedicated to making a difference in the lives of our guests.
**Responsibilities**
As an Air Customer Service Agent at arenaflex, your primary responsibilities will include:
* Answering phone calls, chat messages, and emails from guests, travel agents, and airlines in a timely and professional manner
* Responding to escalated calls and resolving issues promptly and effectively
* Amending major schedule changes, performing ticketing activities, and issuing refunds and exchanges as needed
* 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 as assigned by leadership
**Requirements**
To be successful as an Air Customer Service Agent at arenaflex, you will need:
* Experience in the travel and hospitality industry and in a high-volume call center is highly desirable
* 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)
* Employee Stock Purchase Plan
* Training & Professional Development
* Tuition & Professional Certification Reimbursement
* Rewards & Incentives
* Base Hourly Range: $15.91 to $21.49. The range is applicable for the labor market where the role is intended to be hired. Final base salary is directly related to each candidate's qualifications and experience uniquely
**Our Culture**
At arenaflex, 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 are committed to creating a culture that is inclusive, respectful, and supportive of all employees. Our core values are:
* Respect: We treat each other with respect and dignity, valuing diversity and promoting inclusivity
* Integrity: We act with integrity, honesty, and transparency in all our interactions
* Excellence: We strive for excellence in everything we do, continuously improving and innovating
* Teamwork: We work together as a team, supporting each other and collaborating to achieve our goals
* Customer Focus: We put our customers at the heart of everything we do, delivering exceptional experiences and exceeding their expectations
**How to Apply**
If you are a motivated and customer-focused individual with a passion for the travel industry, we invite you to apply for the Air Customer Service Agent position at arenaflex. Please submit your application through our website, including your resume and a cover letter outlining your qualifications and experience. We look forward to hearing from you!