About arenaflex
Welcome to arenaflex, where we believe that every journey begins with exceptional service and ends with lasting memories. As one of the premier aviation hubs in the United States, arenaflex connects our community to the world through seamless travel experiences and unparalleled customer care. We are more than just an airport – we are the gateway to adventure, business opportunities, and cultural exchanges that enrich the lives of millions of travelers each year.
At arenaflex, we take tremendous pride in our role as the primary economic engine for our region, generating significant economic impact and providing employment opportunities for thousands of talented individuals. Our commitment to excellence extends far beyond operational efficiency; we are dedicated to fostering a diverse, inclusive, and equitable workplace where every team member feels valued, respected, and empowered to contribute their unique talents.
Our workforce represents the rich tapestry of our community, bringing together individuals from all backgrounds, experiences, and perspectives. We celebrate individuality and uplift all races, ethnicities, gender identities, national origins, ages, abilities, religions, and LGBTQIA+ communities. We know that our diversity makes us stronger, and we strive to keep diversity, equity, and inclusion at the center of all that we do. When you join the arenaflex team, you become part of something larger than yourself – you become part of a legacy of service excellence that touches lives around the globe.
About the Role
We are currently seeking a dedicated and enthusiastic Aviation Customer Service Agent I to join our dynamic Concierge Team on a part-time basis. This is an extraordinary opportunity for a highly motivated individual who thrives in a fast-paced, ever-changing environment and is passionate about delivering exceptional customer experiences to travelers from around the world.
As an Aviation Customer Service Agent I assigned to the Concierge Team, you will be responsible for delivering exceptional service to customers traveling through our airport, specifically those arriving from international destinations. This role presents a unique chance to be the face of arenaflex to international visitors, creating lasting first impressions that will shape their perception of our airport and our community.
Key Responsibilities
Your primary duties will include, but are not limited to:
- Federal Inspection Service (FIS) Support: Assist customers as they pass through the FIS facility by managing various queue lines and ensuring customers have the necessary documentation needed for the customs process. You will play a crucial role in facilitating smooth and efficient international arrivals processing.
- Meet & Assist Services: Provide elevated concierge-style services to VIP guests, dignitaries, and travelers requiring special assistance. This includes greeting distinguished visitors, coordinating logistics, and ensuring their journey through our airport is seamless and comfortable.
- Group Coordination: Assist large groups traveling together, such as tour groups, sports teams, and corporate delegations, by coordinating arrivals, providing wayfinding assistance, and ensuring all group members are accounted for and properly guided through the arrival process.
- Information Services: Staff airport Information Booths and strategic locations throughout the terminal to assist customers with wayfinding, answering inquiries, and providing directions to gates, amenities, transportation, and other airport services.
- Brand Ambassador: Serve as a "Brand Ambassador" for arenaflex by anticipating customer needs and exceeding their expectations. Demonstrate this through consistently being professional, visible, approachable, flexible, reliable, accountable, and by delivering the highest levels of customer service in everyday assignments, special projects, and initiatives.
- Team Contribution: Be an active team contributor, collaborating with colleagues across departments to ensure a unified and exceptional customer experience for every traveler.
- Event Support: Support a variety of airport and employee-related events, including meeting and greeting VIP guests and coordinating logistics as required. This may include special events, promotional activities, and community engagement initiatives.
- Stakeholder Collaboration: Work closely with internal and external stakeholders by developing relationships with governmental agencies and internal departments to ensure customer service goals and objectives are met.
- Safety Monitoring: Monitor airport terminal and concourse areas for conditions that compromise safety, security, and efficiency. Report any issues to the appropriate authority immediately.
- Emergency Response: Proactively provide assistance to passengers in emergency situations such as weather events, security breaches, train failures, and security level changes. Be prepared to remain calm, act quickly, and provide clear guidance during critical situations.
- Technology Utilization: Utilize a variety of technology devices to assist customers with information requests and maintain a current level of knowledge about arenaflex by attending training, airport briefings, and meetings with managers, supervisors, and stakeholders.
- Operational Collaboration: Represent Customer Service at daily operational meetings with other airport operational organizations, airlines, Transportation Security Administration (TSA), and contract security providers as needed.
- Knowledge Maintenance: Maintain a thorough knowledge of airport services and resources to successfully assist the traveling public, including information about flights, airlines, transportation options, dining, shopping, and local attractions.
What We're Looking For
Our ideal candidate will bring a wealth of customer service experience and possess the following essential skills and attributes:
Essential Qualifications
- Education: Graduation from high school or possession of a GED Certificate is required.
- Experience: Three (3) years of customer service experience working in an airline, airport, service, hotel, or hospitality industry.
- Communication Skills: Strong oral and written communication skills are essential for effectively interacting with diverse customers, colleagues, and stakeholders.
- Technical Proficiency: Professional level experience in using Microsoft Outlook or Microsoft Word.
- Driver's License: Possession of a valid driver's license is required.
Preferred Qualifications
- Language Skills: Bilingual proficiency in German, Spanish, French, Russian, or Japanese is strongly preferred. Additional language capabilities are always valued in our diverse international environment.
- Aviation Background: Previous experience in airline, airport, or related hospitality services is highly desirable.
- Specialized Training: Completion of customer service training programs or certifications in hospitality management is a plus.
Availability Requirements
- Schedule Flexibility: Must have the ability to work evenings, weekends, and holidays. This is a critical requirement as our airport operates 24/7/365.
- Hours of Operation: Must be available to work shifts between 6:00 AM and 11:00 PM.
- Part-Time Commitment: This is a part-time position requiring 20-39 hours per week based on business and operational need.
- Shift Bid Participation: Position participates in a seniority-based shift bid system.
- Flexibility: Must be available to extend and change shifts with short notice, particularly when international flights are delayed or changed or when meet and assist/concierge services are requested.
- Emergency Response: If weather conditions warrant or an emergency crisis occurs, all arenaflex employees can be required to work extended hours and/or shifts.
Skills and Competencies for Success
To excel in this role, you should possess the following competencies:
- Customer-Centric Mindset: Outcome oriented, with a relentless drive to exceed customer expectations and create memorable experiences.
- Positive Attitude: Enthusiastic approach to work with a focus on successful customer engagement and problem resolution.
- Adaptability: Thrives in a dynamic, fast-paced environment and remains composed under pressure.
- Communication Excellence: Clear, articulate verbal communication skills with the ability to interact professionally with customers from diverse backgrounds.
- Problem-Solving: Ability to quickly identify issues and implement effective solutions.
- Teamwork: Collaborative spirit with the ability to work effectively with colleagues across departments.
- Attention to Detail: Meticulous approach to ensuring accuracy in documentation and compliance with procedures.
- Initiative: Proactive in identifying needs and offering assistance without being asked.
Compensation and Benefits
We value our team members and are committed to providing competitive compensation and meaningful opportunities:
- Hourly Pay Range: $25-$29 per hour, based on education and experience.
- Retirement Plan: Eligible to enroll in the aren'tax 457b retirement plan to help you save for the future.
- Career Development: Access to comprehensive training programs, professional development opportunities, and career advancement pathways within the aviation industry.
- Employee Recognition: Be part of a team that recognizes and celebrates outstanding performance and contributions.
- Professional Environment: Work in a world-class aviation facility with state-of-the-art technology and resources.
Work Environment and Culture
At arenaflex, we believe that our people are our greatest asset. When you join our team, you become part of a diverse, inclusive, and talented workforce that is at the heart of what makes our airport great. We are committed to providing a supportive work environment where you can grow, learn, and thrive.
As an Aviation Customer Service Agent, you will have the opportunity to work airport-wide, collaborating with the entire airport community including internal and external business partners and stakeholders. Your work will have a direct and positive impact on the customer experience, making a difference in the journeys of millions of travelers each year.
We encourage creativity, value diverse perspectives, and foster a culture of continuous improvement. Whether you are assisting a first-time visitor to our airport, supporting a stressed traveler during a delay, or welcoming a VIP guest with exceptional service, your contributions will be recognized and appreciated.
Additional Requirements
- Background Check: FBI criminal background check is required for all positions at arenaflex. Employees are also required to report any felony convictions and/or moving violations to maintain this clearance and be eligible for continued employment.
- Pre-Employment Screening: By position, a pre-employment physical/drug test may be required.
- Snow/Emergency Duties: Arenaflex is a 24/7/365 team operation. If weather conditions warrant or an emergency crisis occurs, all employees can be required to work extended hours and/or shifts.
- Work Authorization: Applicants for employment with arenaflex must have valid work authorization that does not require sponsorship of a visa for employment authorization in the U.S.
Join Our Team
If you are passionate about customer service, thrive in dynamic environments, and want to be part of something special, we invite you to apply for this exciting opportunity. At arenaflex, you will find more than just a job – you will find a career where your skills are valued, your growth is supported, and your contributions make a real difference.
We are accepting applications on a rolling basis. Please submit your application as soon as possible to ensure consideration. We look forward to welcoming you to the arenaflex family!
The City and County of arenaflex provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, national origin, disability, genetic information, age, or any other status protected under federal, state, and/or local law.
See yourself here. See yourself growing. See yourself belonging.
Your journey starts right here at arenaflex.