**Experienced Air Customer Service Agent – Remote US Opportunity**

At arenaflex, we're on a mission to deliver exceptional customer experiences that exceed our guests' expectations. As a key member of our team, you'll play a vital role in providing top-notch support to our guests, ensuring their travel experiences are seamless and enjoyable. We're seeking an experienced Air Customer Service Agent to join our remote team in the US. If you're a customer-centric professional with a passion for delivering exceptional service, we want to hear from you!

• *About arenaflex**

arenaflex is a leading travel and hospitality company that operates a range of brands, including Holland America Group. Our company is built on a strong foundation of core values, including integrity, fairness, and professionalism. We're committed to providing our guests with unforgettable experiences, and we're looking for talented individuals like you to help us achieve this goal.

• *Responsibilities**

As an Air Customer Service Agent, you'll be responsible for providing exceptional support to our guests, travel agents, and airlines. Your primary duties will include:

• Answering phone calls, chats, and emails from guests, travel agents, and airlines in a timely and professional manner
• Resolving air-related issues, including schedule changes, ticketing, and refunds
• 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

• *Additional Responsibilities**

• Answering phone calls and chats from/to 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 as 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
• 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
• A competitive base hourly range of $15.91 to $21.49, with final base salary directly related to each candidate's qualifications and experience

• *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 an equal opportunity employer, and 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].

• *How to Apply**

If you're a motivated and customer-centric professional with a passion for delivering exceptional service, we want to hear from you! Apply now to join our remote team in the US as an Air Customer Service Agent.