**Job Summary:**
We are seeking a highly skilled and customer-focused Customer Service Representative to join our team at arenaflex in East Boston, MA. As a key member of our customer service team, you will play a vital role in delivering exceptional service to our passengers, ensuring their travel experience is seamless and enjoyable. If you are a people person with a passion for delivering outstanding customer service, we encourage you to apply for this exciting opportunity.
**About arenaflex:**
arenaflex is a leading airline that has been elevating the experience of economy air travel for every passenger since 2006. We pride ourselves on providing genuine hospitality with style, care, and charm. Our fleet of Embraer E195-E2 and De Havilland Dash 8-400 aircraft serves a North American network from Eastern Canada. Headquartered in Toronto, arenaflex is an Official 4 Star Airline in the World Airline Star Rating.
**Key Responsibilities:**
As a Customer Service Representative at arenaflex, you will be responsible for:
* Providing high-quality customer service to passengers, responding to their inquiries, and resolving any issues in a timely and professional manner.
* Checking-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.
* Performing pre-flight check-in procedures, including assigning seats, making gate announcements, issuing boarding passes, and boarding the flight.
* Monitoring carry-on luggage and aircraft doors to ensure a safe and secure travel experience.
* Assisting passengers with special needs, such as disabled and wheelchair passengers, and unaccompanied minors.
* Providing assistance to passengers whose baggage is mishandled or damaged, including completing reports and handling the tracing and recovery of lost baggage.
* Responding to passenger inquiries via telephone and email, maintaining constant communication with the customer throughout the tracing or repair process.
* Maintaining accurate records and updating PNR files.
* Reconciling delivery service invoices and processing compensation when required.
* Performing Aircraft Security Sweep as required by TSA.
* Grooming the aircraft to ensure an excellent passenger experience.
* Assisting with stocking passenger lounge.
* Assisting CSR's where required in performing other functions.
* Actively participating in arenaflex's Safety Management System (SMS), including reporting hazards and incidents encountered in daily operations, understanding, complying, and promoting the Company Safety Policy.
**Behavioural Competencies:**
To succeed in this role, you will need to demonstrate the following 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:**
To be considered for this role, you will need to possess the following 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 detailed-oriented.
* Possess the ability to multitask.
* 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.
**What We Offer:**
As a Customer Service Representative at arenaflex, you will enjoy a range of benefits, including:
* Competitive salary and benefits package.
* Opportunities for career growth and professional development.
* Collaborative and dynamic work environment.
* Recognition and rewards for outstanding performance.
* Access to exclusive employee discounts and perks.
* Comprehensive training and support to ensure your success.
**How to Apply:**
If you are a motivated and customer-focused individual with a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. We thank all applicants for their interest; however, only those selected for an interview will be contacted.
**arenaflex is an equal opportunities employer and welcomes applications from diverse candidates.**
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