Are you a customer service professional with a passion for delivering exceptional experiences? Do you thrive in a fast-paced environment where no two days are the same? Look no further! arenaflex is seeking an experienced Customer Experience Escalation and Resolution Representative to join our team. As a key member of our Customer Experience Division, you will play a vital role in retaining existing customers, preventing erosion of our customer base, and driving business growth.
**About arenaflex**
arenaflex is a leading organization in the industry, known for its commitment to excellence, innovation, and customer satisfaction. Our team is dedicated to providing exceptional experiences for our customers, and we're looking for like-minded individuals to join our ranks. As a representative of arenaflex, you'll have the opportunity to work with a diverse team, develop your skills, and advance your career in a dynamic and supportive environment.
**Why You'll Love This Job**
* As a Customer Experience Escalation and Resolution Representative, you'll be responsible for investigating and evaluating customer complaints, making outbound calls to customers, and coordinating efforts across operational departments to gather facts necessary to respond to customer discrimination complaints.
* You'll work in a team environment to pursue creative solutions to service failures, assist in continuing efforts to improve customer service, and work with other departments to resolve service failures and maintain customers.
* You'll have the opportunity to develop your analytical skills, think outside the box, and develop creative solutions to recover customers who have experienced a service failure.
* You'll be part of a dynamic team that values diversity, inclusion, and employee growth, with opportunities for career advancement and professional development.
**Key Responsibilities**
* Investigate and evaluate customer complaints of discrimination
* Make outbound calls to customers who have filed a complaint
* Coordinate efforts across operational departments to gather facts necessary to respond to customer discrimination complaints
* Investigate complaints by gathering, reviewing, and analyzing facts
* Recommend and administer actions where appropriate, including customer compensation
* Work in a team environment to pursue creative solutions to service failures
* Assist in continuing efforts to improve customer service by collecting complaint information
* Work with other departments to resolve service failures and maintain customers
* Meet and maintain productivity and quality standards on a monthly basis
**All You'll Need for Success**
* **Minimum Qualifications**
+ High School diploma or GED Equivalency
+ 2 years of experience in a customer service position with strong customer service skills
+ 2 years of experience in a position that requires team interaction and goal setting
+ Experience working with people in a customer-focused organization
+ Experience working in a team environment in an office or remotely
* **Preferred Qualifications**
+ Relevant work experience in the airline industry or customer relations
+ Bachelor's degree or equivalent training/experience
* **Skills and Competencies**
+ Knowledge of company policies and procedures
+ Knowledge of Microsoft Office, including Word, Excel, PowerPoint, Outlook, etc.
+ Ability to master unique departmental Customer Tracking System software, Advocate, IBM, SABRE, and other customer research tools
+ Ability to investigate customer complaints and resolve time-sensitive, high-pressure, and complex issues in a multiple deadline environment
+ Adaptable and flexible to procedural changes
+ Strong analytical skills, including logical and proactive approach to problem-solving
+ Positive attitude and the desire to serve customers
+ Attention to detail and the ability to investigate issues through to resolution
+ Ability to interact with all levels of management
+ Ability to think outside the box and develop creative solutions to recover customers who have experienced a service failure
**What You'll Get**
* **Travel Perks**: As a representative of arenaflex, you'll have access to travel perks, including the ability to explore the world with your family and friends on more than 6,800 daily flights across our global network.
* **Health Benefits**: You'll have access to comprehensive health, dental, prescription, and vision benefits, as well as virtual doctor visits, flexible spending accounts, and more.
* **Wellness Programs**: Our wellness programs provide you with the tools, resources, and support you need to be the best version of yourself.
* **401(k) Program**: You'll have access to a 401(k) program, with employer contributions available after one year.
* **Additional Benefits**: You'll also enjoy additional benefits, including our Employee Assistance Program, pet insurance, and discounts on hotels, cars, cruises, and more.
**Feel Free to Be Yourself at arenaflex**
At arenaflex, we value diversity, inclusion, and employee growth. Our 20+ Employee Business Resource Groups are focused on connecting our team members to our customers, suppliers, communities, and shareholders, helping team members reach their full potential and creating an inclusive work environment to meet and exceed the needs of our diverse world.
**Are You Ready to Join the arenaflex Team?**
If you're a customer service professional with a passion for delivering exceptional experiences, we want to hear from you! Apply now to become a part of our dynamic team and start your journey with arenaflex.
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