Are you ready to embark on a rewarding career journey that combines your passion for customer service with your desire for growth and flexibility? Look no further than arenaflex, a leading organization that values its employees and strives to create a work environment that is both challenging and rewarding. As a Customer Experience Escalation and Resolution Representative, you will play a critical role in ensuring that arenaflex's customers receive exceptional service, even in the face of complex issues.
**Why arenaflex?**
At arenaflex, we understand the importance of providing our customers with a seamless and enjoyable experience. Our Customer Experience Escalation and Resolution team is dedicated to resolving customer complaints in a timely and creative manner, while minimizing financial exposure and capturing actionable data. As a member of this team, you will have the opportunity to work with a talented group of professionals who share your passion for customer service and are committed to delivering exceptional results.
**Key Responsibilities:**
As a Customer Experience Escalation and Resolution Representative, your primary responsibilities will include:
* Investigating and evaluating customer complaints of discrimination
* Making outbound calls to customers who have filed a complaint
* Coordinating efforts across operational departments to gather the facts necessary to respond to customer discrimination complaints
* Investigating these complaints by gathering, reviewing, and analyzing facts
* Recommending and administering actions where appropriate, including customer compensation
* Working in a team environment to pursue creative solutions to service failures
* Assisting in continuing efforts to improve customer service by collecting complaint information
* Working with other departments to resolve service failures and maintain customers
* Meeting and maintaining productivity and quality standards on a monthly basis
* Committing to 5 to 8 weeks of virtual training, beginning on date of hire
**All You'll Need for Success:**
To excel in this role, you will need to possess the following qualifications and skills:
* **Minimum Qualifications:**
+ High School diploma or GED Equivalency
+ 2 years experience in a customer service position with strong customer service skills
+ 2 years experience within a position that requires team interaction/goals 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, Licenses & Certifications:**
+ Knowledge of company policies and procedures
+ Knowledge of Microsoft Office to include 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
+ Ability to resolve time-sensitive, sometimes high-pressure, and complex issues in a multiple deadline environment
+ Adaptable and flexible to procedural changes
+ Strong analytical skills, including logical and pro-active 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:**
As a valued member of the arenaflex team, you will enjoy a comprehensive benefits package that includes:
* **Travel Perks:** Explore the world with your family and friends on more than 6,800 daily flights across our global network.
* **Health Benefits:** Enjoy access to your health, dental, prescription, and vision benefits from day one, plus virtual doctor visits, flexible spending accounts, and more.
* **Wellness Programs:** Stay healthy and motivated with our wellness programs, which provide you with the right tools, resources, and support to be your best self.
* **401(k) Program:** Available upon hire, with employer contributions to your 401(k) program available after one year.
* **Additional Benefits:** Enjoy discounts on hotels, cars, cruises, and more, plus our Employee Assistance Program and pet insurance.
**Feel Free to Be Yourself at arenaflex:**
At arenaflex, we value diversity and inclusion, and strive to create a work environment that is welcoming and inclusive for all employees. Our 20+ Employee Business Resource Groups connect 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.
**Ready to Join the arenaflex Team?**
If you are a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity. As a Customer Experience Escalation and Resolution Representative, you will have the chance to make a real difference in the lives of arenaflex's customers, while growing your skills and advancing your career in a dynamic and supportive work environment.
**Apply Now:**
Don't miss this opportunity to join the arenaflex team and start your journey towards a rewarding and challenging career. Apply now and take the first step towards a brighter future.
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