At arenaflex, we're on a mission to revolutionize the travel industry by providing exceptional customer experiences that exceed our guests' expectations. As a leading player in the industry, we're seeking an exceptional Air Customer Service Agent to join our team of dedicated professionals. If you're passionate about delivering world-class service, have a knack for problem-solving, and thrive in a fast-paced environment, we want to hear from you! **About arenaflex** arenaflex is a dynamic and innovative company that's committed to making travel more accessible and enjoyable for everyone. With a rich history of excellence in the travel industry, we've built a reputation for delivering exceptional customer experiences that go above and beyond. Our team of passionate professionals is dedicated to providing personalized service, expert knowledge, and a genuine passion for travel. **Responsibilities** As an Air Customer Service Agent with arenaflex, you'll be responsible for providing exceptional customer service to our guests, travel agents, and airline partners. Your primary duties will include: * Answering phone calls, chat messages, and emails from guests, travel agents, and airlines in a timely and professional manner * Responding to escalated calls and resolving complex issues with a high level of empathy and expertise * Amending major schedule changes, performing ticketing activities, and issuing refunds, exchanges, and other travel documents * Tracking and fixing 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 **Requirements** To be successful 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 with arenaflex, you can expect: * Cruise and travel privileges for you and your family * Health benefits * 401(k) plan * Employee Stock Purchase Plan * Training & Professional Development * Tuition & Professional Certification Reimbursement * Rewards & Incentives * Base Hourly Range: $15.91 to $21.49 (final base salary is directly related to each candidate's qualifications and experience uniquely) **Our Culture** At arenaflex, we're committed to creating a culture that's stronger together. 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 an equal opportunity employer and welcome applications from diverse candidates. **How to Apply** If you're passionate about delivering exceptional customer service and have a knack for problem-solving, we want to hear from you! Apply now by visiting our website at [insert link]. We can't wait to welcome you to our team! **Note** arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We're committed to creating a culture that's stronger together and values diversity, equity, and inclusion. Apply for this job