Are you a customer service professional with a passion for delivering exceptional experiences? Do you thrive in a fast-paced environment where no two days are the same? Look no further than arenaflex, where we're seeking an experienced Customer Experience Escalation and Resolution Representative to join our team.
As a key member of our Customer Experience Escalation and Resolution team, you'll play a critical role in retaining existing customers and preventing erosion of our customer base through timely and creative service failure resolution. With a focus on limiting financial exposure and capturing actionable data, you'll be the voice of arenaflex, ensuring that our customers receive the highest level of service and support.
**Why you'll love this job**
* You'll be part of a dynamic team that's passionate about delivering exceptional customer experiences
* You'll have the opportunity to work with a variety of customers, each with their unique needs and challenges
* You'll be empowered to think creatively and develop innovative solutions to service failures
* You'll have access to cutting-edge technology and tools to help you succeed in your role
* You'll be part of a company that values diversity, equity, and inclusion, and is committed to creating a workplace where everyone can thrive
**What you'll do**
* Investigate and evaluate customer complaints of discrimination
* Make outbound calls to customers who have filed a complaint
* Coordinate efforts across operational departments to gather the facts necessary to respond to customer discrimination complaints
* Investigate these complaints by gathering, reviewing, and analyzing facts
* Recommend and administer actions where appropriate, including customer compensation
* Work in a team environment to pursue creative solutions to service failures
* Assist in continuing efforts to improve customer service by collecting complaint information
* Work with other departments to resolve service failures and maintain customers
* Meet and maintain productivity and quality standards on a monthly basis
* Commit to 5 to 8 weeks of virtual training, beginning on date of hire
**All you'll need for success**
* **Minimum Qualifications**
+ High School diploma or GED Equivalency
+ 2 years experience in a customer service position with strong customer service skills
+ 2 years experience within a position that requires team interaction/goals setting
+ Experience working with people in a customer-focused organization
+ Experience working in a team environment in an office or remotely
* **Preferred Qualifications**
+ Relevant work experience in the airline industry, or customer relations
+ Bachelor's degree or equivalent training/experience
* **Skills, Licenses & Certifications**
+ Knowledge of company policies and procedures
+ Knowledge of Microsoft Office to include Word, Excel, PowerPoint, Outlook, etc.
+ Ability to master unique departmental Customer Tracking System software, Advocate, IBM, SABRE and other customer research tools
+ Ability to investigate customer complaints
+ Ability to resolve time-sensitive, sometimes high-pressure, and complex issues in a multiple deadline environment
+ Adaptable and flexible to procedural changes
+ Strong analytical skills, including logical and pro-active approach to problem-solving
+ Positive attitude and the desire to serve customers
+ Attention to detail and the ability to investigate issues through to resolution
+ Ability to interact with all levels of management
+ Ability to think outside the box and develop creative solutions to recover customers who have experienced a service failure
**What you'll get**
* **Travel Perks**: Ready to explore the world? You, your family, and your friends can reach 365 destinations on more than 6,800 daily flights across our global network.
* **Health Benefits**: On day one, you'll have access to your health, dental, prescription, and vision benefits to help you stay well. And that's just the start, we also offer virtual doctor visits, flexible spending accounts, and more.
* **Wellness Programs**: We want you to be the best version of yourself – that's why our wellness programs provide you with all 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.
* **Additional Benefits**: Other great benefits include our Employee Assistance Program, pet insurance, and discounts on hotels, cars, cruises, and more.
**Feel free to be yourself at arenaflex**
From the team members we hire to the customers we serve, inclusion and diversity are the foundation of the dynamic workforce at arenaflex. Our 20+ Employee Business Resource Groups are focused on connecting our team members to our customers, suppliers, communities, and shareholders, helping team members reach their full potential and creating an inclusive work environment to meet and exceed the needs of our diverse world.
Are you ready to feel a tremendous sense of pride and satisfaction as you do your part to keep the largest airline in the world running smoothly as we care for people on life's journey? Feel free to be yourself at arenaflex.
**Join our team today**
If you're a motivated and customer-focused individual who is passionate about delivering exceptional experiences, we encourage you to apply for this exciting opportunity. As a member of our team, you'll have the chance to grow your career, develop new skills, and make a real difference in the lives of our customers.
Apply now and take the first step towards an exciting new chapter in your career.