**Experienced Air Customer Service Agent – Remote US Opportunity at arenaflex**

At arenaflex, we're on a mission to revolutionize the travel industry by providing exceptional customer experiences. As a leading player in the hospitality sector, we're committed to delivering unparalleled service to our guests while fostering a culture of innovation, inclusivity, and growth. We're now seeking an exceptional Air Customer Service Agent to join our remote team in the United States.

• *About arenaflex**

arenaflex is a dynamic and forward-thinking organization that operates at the forefront of the travel industry. Our commitment to excellence is reflected in our dedication to providing seamless, personalized experiences for our guests. With a strong focus on innovation, we're constantly seeking new ways to enhance our services and exceed customer expectations.

• *Responsibilities**

As an Air Customer Service Agent at arenaflex, you'll play a vital role in ensuring that our guests receive exceptional support and service. Your primary responsibilities will include:

• Answering phone calls, chat messages, and emails from guests, travel agents, and airlines, providing accurate and prompt responses to their queries.
• Amending major schedule changes, performing ticketing activities, and issuing refunds, exchanges, and other necessary actions.
• Tracking and resolving incomplete Passenger Name Records (PNR) due to lack of TSA data and missing airfares.
• Realigning pricing within PNR to collect additional money outside final payment.
• Certifying all air tickets issued for passengers taking a flight by updating the ticket match exception report.
• Assigning ancillary services to guests when requested.
• Processing guest entertainment, crew executive travel, VIP requests, and providing down-line communication to port agents, hotels, and ground transportation.
• Researching air schedules booked for crew outside of budget.
• Processing last-minute crew changes in regards to air accommodations.
• Providing next port protection coverage (flight re-accommodation) to accommodate passengers when needed.
• Communicating effectively with customers, co-workers, and management to reduce communication-related work errors.
• Consistently delivering on commitments to external and internal customers to drive customer satisfaction.
• Demonstrating commitment through behaviors and performance that are aligned with our core values.
• Exhibiting integrity, fairness, and professionalism in everyday conduct.

• *Additional Responsibilities**

• Answering phone calls and chats from/to guests, travel agents, and airlines.
• Working shipboard email inboxes.
• Helping guests and travel agents with enroute issues.
• Supporting and upholding our Culture Essentials.
• Performing other duties assigned by management within the scope of this position.

• *Requirements**

To succeed in this role, you'll need:

• Experience in the travel and hospitality industry, preferably in a high-volume call center.
• Proficiency in Microsoft Word, Excel, and Outlook.
• Excellent phone and customer service skills.
• Ability to communicate effectively (verbally and written) with travel suppliers, port agents, crew members, employees, other departments, and management.
• Knowledge of all aspects of the Sabre airline reservation system, including creation of an air booking, ticketing, exchanges, pricing, routing, and queue processing.
• Must be legally authorized to work in the United States. arenaflex is unable to sponsor or take over sponsorship of employment visas at this time (e.g., H-1B status).

• *What You Can Expect**

As an Air Customer Service Agent at arenaflex, you can expect:

• Cruise and travel privileges for you and your family.
• Health benefits.
• 401(k) plan.
• Employee Stock Purchase Plan.
• Training and professional development opportunities.
• Tuition and professional certification reimbursement.
• Rewards and incentives.
• A competitive base hourly range of $15.91 to $21.49, with final base salary directly related to each candidate's qualifications and experience.

• *Our Culture**

At arenaflex, we believe that our culture is the foundation of our success. Our highest responsibility and top priority is compliance, environmental protection, and the health, safety, and well-being of our guests, the people in the communities we touch and serve, and our shipboard and shoreside employees. We're committed to fostering a culture of inclusivity, diversity, and respect, where every individual feels valued and empowered to contribute their best.

• *Equal Opportunity Employer**

arenaflex is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances.

• *Americans with Disabilities Act (ADA)**

arenaflex will provide reasonable accommodations with the application process, upon your request, as required to comply with applicable laws. If you have a disability and require assistance in this application process, please contact [email protected].

• *How to Apply**

If you're passionate about delivering exceptional customer experiences and are looking for a challenging and rewarding role, we encourage you to apply for this exciting opportunity. Please submit your application through our website or by clicking the link below.

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