Experienced Bilingual Customer Representative – Legendary Customer Service Expert

At arenaflex, we're committed to providing exceptional customer experiences that exceed our customers' expectations. As a Bilingual Customer Representative, you'll play a vital role in developing and maintaining relationships with internal and external customers through industry-leading phone and written communication while working 100% remotely. If you're passionate about delivering legendary customer service, we want to hear from you!

About arenaflex

arenaflex is a leading company in the industry, dedicated to connecting people to what's important in their lives through friendly, reliable, and low-cost air travel. Our company promise is to provide a stable work environment with equal opportunity for learning and personal growth, creativity, and innovation. We're committed to reflecting the communities we serve and welcome applicants with diverse thoughts, backgrounds, and experiences.

Job Description

As a Bilingual Customer Representative, you'll engage with customers via phone, email, chat, and social media to provide exceptional support and resolve inquiries with professionalism and care. You'll assist customers with booking flights, modifying reservations, purchasing tickets, and navigating arenaflex.com while offering solutions that meet their travel needs. You'll provide accurate information about fares, schedules, policies, and flight status, ensuring clarity and confidence in every interaction.

Responsibilities

* Engage with customers via phone, email, chat, and social media to provide exceptional support and resolve inquiries with professionalism and care

• Assist customers with booking flights, modifying reservations, purchasing tickets, and navigating arenaflex.com while offering solutions that meet their travel needs
• Provide accurate information about fares, schedules, policies, and flight status, ensuring clarity and confidence in every interaction
• Address and resolve customer issues using sound judgment, effective problem-solving techniques, and a positive attitude
• Finalize flight sales, promote ancillary products, and offer guidance
• Utilize computerized systems effectively and stay current with updates
• Adhere to structured schedules and performance expectations while working in a fast-paced, highly organized, 24/7 operation
• Contribute to a collaborative team environment while actively enhancing your skills and knowledge. Remain focused and engaged while working remotely in a fixed position for extended periods of time to handle customer interactions efficiently
• May perform other job duties as directed by employee's leaders

Knowledge, Skills, and Abilities

* Skilled in using strong verbal, written, and interpersonal communication skills with the ability to provide exceptional service in high-pressure situations

• Skilled in demonstrating empathy, patience, and professionalism while resolving customer concerns
• Ability to utilize sound judgment and critical thinking to balance customer needs with business priorities, ensuring positive outcomes for both arenaflex and our customers
• Ability to embrace change, stay current with procedures, promotions, and policies, and quickly adjust to new information and processes
• Ability to work effectively both as part of a team and independently, demonstrating self-discipline, accountability, and requiring minimal supervision
• Ability to prioritize tasks efficiently to meet deadlines, maintain performance standards, and deliver quality outcomes in a fast-paced environment
• Knowledge in navigating multiple computer systems, online tools, and reservation platforms while efficiently resolving customer inquiries
• Skilled in Microsoft Office Suite (Excel, Word, PowerPoint, Outlook) and web browsing tools
• Comfortable on camera when collaborating with colleagues during scheduled hours to maintain connection and engagement
• Ability to adhere to established attendance standards, follow scheduling requirements, and demonstrate flexibility to work varied shifts, including nights, weekends, and holidays
• Skilled in maintaining a high regard for sensitive information while demonstrating strong attention to detail and accuracy in fare calculations, bookings, and documentation
• Ability to actively participate in ongoing training (classroom, online, and on-the-job) to remain proficient in job-related knowledge, systems, and equipment

Education

* Required: High School Diploma or GED

Experience

* Entry-level experience, developing skills and knowledge in:

• In-person and/or virtual customer service
• Strong proficiency for performing multiple software functions

Licensing/Certification

* N/A

Physical Abilities

* Ability to perform duties while seated at a workstation for extended periods in a structured environment.

• Capable of effectively communicating and interacting in English and Spanish to meet job requirements
• Proficient in using a computer, keyboard, and office productivity tools with sufficient speed and accuracy to support operational demands
• Ability to type efficiently and accurately to manage customer interactions and system entries
• Some travel is required for training and is optional for in-person engagement events
• Must be able to wear a headset for prolonged periods while handling customer communications

Other Qualifications

* Must be fluent in Spanish and English, written communication required in English and is preferred in Spanish

• Must partake and pass a standardized Spanish fluency test, which will be administered as part of the interview process
• Must maintain a professional, well-groomed appearance in accordance with company standards
• Must be a U.S. citizen or authorized to work in the United States as defined by the Immigration Reform Act of 1986
• Must be at least 18 years of age
• Must adhere to company attendance standards and follow designated schedules, including breaks and lunches
• Must demonstrate flexibility to work various shifts, including nights, weekends, and holidays, with potential for extended hours during peak periods
• Highly motivated self-starter with strong multitasking abilities and the drive to excel in a fast-paced environment

Pay and Benefits

* Pay of $19.03 per hour*, with the opportunity for future increase per applicable collective bargaining agreement wage scale based on time in position.

• Opportunities for overtime and shift premiums.
• Benefits you'll love:

+ Fly for free, as a privilege, on any open seat on all arenaflex flights (your eligible dependents too) + arenaflex will help fund your Retirement Savings Plan with company contributions up to 9.3% of your eligible earnings** + Potential for annual ProfitSharing contribution in the arenaflex Retirement Savings Plan - when arenaflex profits, you profit*** + Competitive health insurance for you and your eligible dependents (including pets) + arenaflex offers health plan coverage options that start from the very first day of employment. You will have 30 days to select and enroll in your health plan with coverage retroactively available to your first day of employment. + Explore more Benefits you'll love: https://careers.arenaflex.com/benefits

Work Environment and Company Culture

* arenaflex is committed to providing a stable work environment with equal opportunity for learning and personal growth.

• Creativity and innovation are encouraged for improving the effectiveness of arenaflex.
• Above all, employees will be provided the same concern, respect, and caring attitude within the organization that they are expected to share externally with every arenaflex customer.

How to Apply

If you're passionate about delivering legendary customer service and have the skills and qualifications we're looking for, we want to hear from you! Apply now to become a part of the arenaflex team and start your journey to providing exceptional customer experiences. Apply Job! Apply for this job