Are you ready to embark on a journey of growth, learning, and self-discovery, both in and out of the workplace? Join the arenaflex family, and you'll have the opportunity to explore new horizons, develop your skills, and become the best version of yourself. As you set out on this new adventure, you'll face challenges with agility and poise, acquiring new skills and propelling your career while having fun. Come and elevate both your personal and professional life, and get ready to soar!
**Why you'll love this role**
As a Premium Client Services Representative at arenaflex, you'll be a vital part of our team, providing exceptional service, excellent customer support, and comprehensive solutions to our most valued clients across all regions covered by our Premium Client Services division. You'll be responsible for delivering improved, exceptional services in a positive, enthusiastic, respectful, and friendly manner to all clients and visitors. arenaflex is looking for a talented individual to join our team and make a real difference in the lives of our customers.
**Key Responsibilities**
These are the fundamental elements of the role:
* Provide premium customer support to all clients
* Register clients and verify their access to clubs and lounges
* Welcome clients by completing all visitor experience tasks (e.g., greeting clients by name whenever possible, ensuring identification is visible, providing WIFI password, asking how you can assist)
* Book and confirm flight reservations (e.g., using the semi-automated business audit environment [SABRE], Qantas Wise Keypad [QIK])
* Check in premium clients for their flights (e.g., flight changes, rebooking, identification check swipe)
* Monitor flights to identify boarding times, delays, or disruptions to best accommodate client needs
* Issue client tickets (e.g., day of departure, reissues, future tickets)
* Cancel traveler reservations, as requested
* Add clients to priority lists (e.g., updates, reservations)
* Provide timely resolution of clients' travel issues
* Contact a higher level of customer care support (i.e., premium services CSCs or CSMs) to address complex client issues, as necessary
* Archive client issues in the traveler name record (PNR)
* Perform club enrollment or sales activities (e.g., Admiral's Club, credit card enrollments)
* Coordinate all services provided to top-tier status clients (e.g., Ambassador Key program and Five Star service)
* Assist top-tier status clients (e.g., Ambassador Key, Five Star Individuals) as they move throughout terminals
* Assist clients with their belongings, as necessary
* Monitor or maintain the presence of lounges or clubs (e.g., through lead of walkthroughs)
* Communicate with colleagues to ensure food and beverages are provided to club and lounge clients consistently
* Supervise the activities of colleagues providing services (e.g., catering, sanitation) to the clubs and lounges
* Assist clients with technology provided in the clubs or lounges
* Hold meeting rooms (e.g., 60 minutes) for same-day travel requests
* Coordinate services for any meetings occurring in meeting rooms (e.g., food for the meetings)
* Complete open or close procedures for clubs and lounges
* Address escalated client issues or concerns
* Direct alcohol stock review with drink colleague (at certain airports)
* Monitor KeyStar system to organize proper services for clients (e.g., government officials, OneWorld, Ambassador Key, Five Star) (at certain airports)
* Report to site on time, as scheduled, and at your assigned station or area, including mandatory overtime requirements, varied shifts, weekends, and holidays
* Complete task-related preparation phases
* Adhere to company policies, procedures, and performance standards
* Wear uniforms as required by company policy
* Comply with federal laws (e.g., TSA, FAA)
* Utilize various internal resources/systems, including during client interactions
**All you'll need for success**
**Minimum Qualifications**
* Bachelor's degree
* Bilingual language skills required in certain areas
* Must satisfy FAA background checks to qualify for unescorted access badges to airport security identification display areas (SIDA), if applicable
* Must be able to obtain proper airport power and US Customs security identification, if relevant
**Essential Capabilities**
* Effectively demonstrate exceptional customer service and customer commitment in a climate of hospitality
* Ability to work under pressure, handle multiple tasks simultaneously while providing close attention to detail and customer care
* Excellent interpersonal skills/relationship skills with ability to connect genuinely with all levels of management and public contact
* Service-oriented and self-motivated with a high level of impressive skill
* Willingness to attend training courses in Dallas/Fort Worth, Texas
* Previous customer service experience highly preferred
* Maintain a well-groomed and professional appearance
* Excellent communication skills
* Previous travel industry experience preferred
* Computer experience preferred
* Strong hierarchical and regulatory skills required
* Ability to work irregular and extended hours, including weekends and holidays
* Willingness to work on a regular and flexible basis
**What you'll get**
Take advantage of everything arenaflex has to offer:
* Medical benefits: From day one, you'll have access to your health, dental, prescription, and vision benefits to help you stay healthy. And that's just the beginning – we also offer virtual doctor visits, flexible spending accounts, and more.
* Health Programs: We want you to be your best self – that's why our health programs give you the right tools, resources, and support you need.
* 401(k) Program: Available upon hire and, depending on the workgroup, employer contributions to your 401(k) program are available after one year.
* Extra Benefits: Other great benefits include our Employee Assistance Program, pet insurance, and discounts on hotels, cars, travel, and more.
**Join the arenaflex family**
From the colleagues we hire to the clients we serve, care and diversity are the foundation of the powerful workforce at arenaflex. Our 20+ Representative Business Asset Groups are focused on connecting our colleagues to our clients, suppliers, networks, and investors, helping colleagues reach their full potential and establishing a comprehensive workplace to address and surpass the challenges of our diverse world.
Are you ready to feel a huge sense of satisfaction and fulfillment as you do your part to keep the world's largest carrier moving smoothly as we care for people on life's journey? Join arenaflex today and be yourself.
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