Experienced Customer Assistance Representative – Airport Customer Service and Support Specialist at arenaflex

Introduction to arenaflex

Imagine a career where you can explore a world of possibilities, both at work and during your time off. At arenaflex, we offer a unique opportunity to join our dynamic team and become an integral part of the largest airline in the world. As a Customer Assistance Representative, you will have the chance to travel the world, grow your expertise, and become the best version of yourself. Our team is dedicated to providing exceptional customer service, and we are looking for talented individuals to join our family.

Why You'll Love This Job

As a Customer Assistance Representative at arenaflex, you will interact with customers in a courteous, efficient, friendly, and professional manner. You will be the face of our company, providing exceptional service to our customers and ensuring that their travel experience is seamless and enjoyable. If you are passionate about delivering outstanding customer service and are looking for a challenging and rewarding career, this is the perfect opportunity for you.

Key Responsibilities

The following are the essential functions of the job:

• Greeting customers when they enter the airport or arrive in the ticket area
• Monitoring the ticket counter area to ensure it is in compliance with safety policies and procedures
• Assisting customers with self-service kiosk check-in and kiosk baggage processing (e.g., printing boarding passes and receipts)
• Servicing and maintaining kiosk machines (e.g., load paper, clean surfaces)
• Troubleshooting kiosk technology issues to identify the source of issues or errors
• Communicating with IT about kiosk technology issues that require additional servicing
• Verifying that customers' carry-on baggage complies with FAA/arenaflex policies (e.g., size, quantity)
• Verifying and clearing travel documents (e.g., passports, visas) for customers traveling internationally (e.g., using the Timatic database available in the kiosk)
• Assisting customers with checked baggage processing (e.g., completing credit card transaction, self-tagging, verifying weight)
• Queuing lines in ticket counter areas based on departure times or type of assistance needed (e.g., special assistance, to reduce volume of lines or wait time)
• Accepting and activating customers' self-tagged baggage at the activation station
• Physically moving baggage throughout the ticket counter area (e.g., move checked baggage to belt, move oversized bags to designated oversized baggage location)
• Assisting customers with checking their assistive devices, sporting equipment, and other oversized items (e.g., verify adherence to appropriate policies)
• Referring customers to customer service agents when appropriate
• Performing clearance and verification of documents at kiosks
• Assisting with the physical movement of non-ambulatory customers as they board, deplane, or otherwise move throughout the gate and larger terminal area
• Assisting unaccompanied minors with boarding, deplaning, or other transportation
• Providing customers with gate information and directions
• Performing paging activities (e.g., to announce forgotten items, to ask customers to return to locked bags) (at some airports)
• Possibly performing additional related duties as deemed operationally necessary by management consistent with the collective bargaining agreement
• Reporting to position on time, as scheduled, and at your assigned station or location, including mandatory overtime requirements, varying shifts, weekends, and holidays
• Completing job-relevant trainings
• Adhering to government regulations (e.g., DOT, FAA, TSA)
• Adhering to company policies, procedures, and performance standards
• Wearing uniforms as required by company policy
• Providing quality customer service in a professional manner in accordance with arenaflex's guidelines
• Using multiple internal resources/systems, including during customer interactions

Essential Qualifications

To be successful in this role, you will need:

• High School diploma or GED or international equivalent
• Must be 18 years of age or older
• Read, write, fluently speak and understand the English language
• Bilingual language skills may be required in some locations
• Applicable valid driver's license as required by local authorities
• Completion of a pre-employment drug screen, comprehensive background check and/or fingerprinting to satisfy company and security requirements
• Must fulfill FAA criminal background checks to qualify for unescorted access privileges to airport security identification display areas (SIDA), if applicable
• Must be able to secure appropriate airport authority and/or US Customs security badges, if applicable
• Must be authorized to work in the U.S.

Preferred Qualifications

While not required, the following qualifications are preferred:

• Working knowledge of Sabre or any other Passenger Service System
• Previous face-to-face Customer Service experience
• Working in a fast-paced environment

Skills and Competencies

To excel in this role, you will need to possess the following skills and competencies:

• Excellent communication and customer service skills
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously
• Strong problem-solving and troubleshooting skills
• Ability to work effectively in a team environment
• Basic computer skills and knowledge of internal systems
• Ability to adapt to changing situations and priorities
• Strong attention to detail and ability to maintain accuracy

Career Growth Opportunities and Learning Benefits

At arenaflex, we are committed to the growth and development of our employees. As a Customer Assistance Representative, you will have access to a range of training programs and career development opportunities to help you advance in your career. You will also have the chance to work with a diverse range of customers and colleagues, developing your skills and knowledge in a dynamic and fast-paced environment.

Work Environment and Company Culture

arenaflex is a dynamic and inclusive workplace, where diversity and individuality are valued and respected. We are committed to creating a positive and supportive work environment, where our employees can thrive and reach their full potential. Our company culture is built on a foundation of respect, empathy, and understanding, and we strive to create a workplace where everyone feels welcome and included.

Compensation, Perks, and Benefits

As a Customer Assistance Representative at arenaflex, you will be eligible for a range of benefits, including:

• Competitive salary and benefits package
• Travel perks, including access to discounted flights and travel opportunities
• Health benefits, including medical, dental, and vision coverage
• Wellness programs and employee assistance programs
• 401(k) program and retirement savings options
• Opportunities for career advancement and professional development

Conclusion

If you are passionate about delivering exceptional customer service and are looking for a challenging and rewarding career, we encourage you to apply for the Customer Assistance Representative role at arenaflex. As a member of our team, you will have the opportunity to make a real difference in the lives of our customers, while also developing your skills and advancing your career. Don't miss out on this exciting opportunity to join our dynamic team and become a part of the arenaflex family. Apply now and take the first step towards a rewarding and challenging career in customer service.