As a leading airline, arenaflex is dedicated to providing exceptional customer experiences for every passenger. We're seeking a highly skilled and customer-focused Customer Service Representative to join our team at Newark Liberty International Airport. If you're passionate about delivering outstanding service, working in a fast-paced environment, and making a difference in the lives of our passengers, we want to hear from you!
**About arenaflex**
arenaflex has been a pioneer in the airline industry since 2006, revolutionizing the economy air travel experience with our unique blend of style, care, and charm. Our fleet of Embraer E195-E2 and De Havilland Dash 8-400 aircraft connects a vast North American network from Eastern Canada, with our headquarters in Toronto. As an Official 4 Star Airline, we're committed to excellence in every aspect of our operations.
**Job Summary**
As a Customer Service Representative at arenaflex, you'll play a vital role in ensuring the smooth operation of our airport services. Reporting to the Station Manager, Newark, you'll be responsible for providing exceptional customer service, handling passenger inquiries, and resolving issues efficiently. Your attention to detail, excellent communication skills, and ability to work in a fast-paced environment will make you an invaluable asset to our team.
**Key Responsibilities**
* Provide high-quality customer service to passengers, responding to their inquiries and resolving issues in a timely and professional manner
* Check-in passengers for flights, assigning seats, directing passengers to their gates, and checking documentation for flights while ensuring the timely and accurate delivery of passenger luggage
* Perform pre-flight check-in procedures, including assigning seats, making gate announcements, issuing boarding passes, and boarding the flight
* Monitor carry-on luggage and aircraft doors to ensure a safe and secure environment for passengers
* Assist passengers with special needs, such as disabled and wheelchair passengers, and unaccompanied minors
* Provide assistance to arriving passengers and oversee the International Arrivals baggage area
* Respond to passenger inquiries via telephone and email, maintaining constant communication throughout the tracing or repair process
* Complete reports (BIR's) and handle the entire tracing to recovery of mishandled bags
* Arrange transportation methods to restore missing baggage to the rightful owner
* Maintain accurate records and update PNR files
* Reconcile delivery service invoices and process compensation when required (Delay bag vouchers)
* Perform Aircraft Security Sweep as required by TSA
* Groom the aircraft to ensure an excellent passenger experience
* Assist CSR's where required in performing other functions
* Actively participate in arenaflex's Safety Management System (SMS), reporting hazards and incidents encountered in daily operations, and understand, comply, and promote the Company Safety Policy
**Behavioural Competencies**
* Concern for Safety: Identifying hazardous or potentially hazardous situations and taking appropriate action to maintain a safe environment for self and others
* Teamwork: Working collaboratively with others to achieve organizational goals
* Passenger/Customer Service: Providing service excellence to internal and/or external customers (passengers)
* Initiative: Dealing with situations and issues proactively and persistently, seizing opportunities that arise
* Results Focus: Focusing efforts on achieving high-quality results consistent with the organization's standards
* Fostering Communication: Listening and communicating openly, honestly, and respectfully with different audiences, promoting dialogue and building consensus
**Qualifications**
* Ability to work on a permanent basis in the USA
* Experience in a customer service environment, preferably in the airline industry
* Knowledge of baggage services handling procedures will be preferable
* Ability to obtain necessary security clearances
* Need to be detail-oriented
* Possess the ability to multi-task
* Ability to work well in a team
* Have a proven positive track record when handling difficult situations and customers
* Dependability (must have a clear attendance record and reliable on-time reporting for work)
* Able to work rotating shifts, including days, afternoons, evenings, weekends, and holidays
* Must be capable of lifting/pushing/pulling up to 50lbs on a regular basis
* Supports and adheres to all company policies
* Ability to communicate and correspond clearly and precisely in English (Required)
**What We Offer**
* Competitive salary and benefits package
* Opportunities for career growth and professional development
* Collaborative and dynamic work environment
* Recognition and rewards for outstanding performance
* Comprehensive training and support to ensure your success
* A chance to be part of a leading airline that values customer satisfaction and excellence
**How to Apply**
If you're a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience, skills, and qualifications. We can't wait to hear from you!
**Apply Now**
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