Experienced Customer Success Specialist – Reservations and Service Recovery

Are you a customer-centric 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 you'll have the opportunity to join a dynamic team of customer success specialists who are dedicated to making a difference in the lives of our customers. As a Customer Success Specialist at arenaflex, you'll be an integral part of our Reservations and Service Recovery team, responsible for managing and resolving customer inquiries, feedback, and complaints. You'll work closely with customers to understand their needs, provide solutions, and ensure that their concerns are addressed in a timely and professional manner. Your ability to think critically, communicate effectively, and navigate complex situations with empathy and professionalism will be essential in maintaining positive relationships between arenaflex, its customers, and partners.

Why You'll Love This Job

• As a Customer Success Specialist, you'll have the opportunity to work in a home-based environment, with the flexibility to work from anywhere within 80 miles of Skyview.

• You'll be part of a team that is passionate about delivering exceptional customer experiences and making a positive impact on the lives of our customers.
• You'll have the opportunity to work with a variety of customers, including AAdvantage members, and help them maintain or increase their status by supporting our AAdvantage marketing campaigns.
• You'll be responsible for investigating customer complaints, providing compensation when necessary, and surfacing process and/or technical issues that may cause customer friction or drive poor customer experiences.
• You'll have the opportunity to work in a team environment to pursue creative solutions to service failures and collaborate with other departments to resolve service failures and retain customers.

What You'll Do

• Strive to achieve arenaflex, Service Recovery, and individual performance goals with every customer interaction.

• Respond to customer inquiries promptly and professionally through various communication channels, including phone, email, and online forms.
• Own resolving issues and preventing a future contact without adding customer friction during the first contact.
• Serve as the single point-of-contact for customers who have experienced any service failures, including and not limited to; customer relations, refunds, baggage claims, and/or issues related to customers’ AAdvantage accounts.
• Communicate with customers and team members via email or over the phone to investigate and resolve complaints.
• Ensure the customer knows that their concern is important by listening/reading for understanding, then empathetically asking probing questions and requesting documentation from customers necessary to resolve customer complaints.
• Investigate customer complaints using a variety of applications and resources.
• Provide compensation to customers when appropriate.
• Surface process and/or technical issues that may cause customer friction or drive poor customer experiences.
• Use customer service skills to de-escalate difficult conversations, speak with professionalism, empathy, and compassion at all times.
• Leverage de-escalation and/or contact control skills to resolve customer/partner issues as efficiently as possible.
• Connect with AAdvantage members to answer account questions and resolve issues.
• Help AAdvantage members maintain or increase their status by supporting our AAdvantage marketing campaigns.
• Help keep our AAdvantage members’ accounts safe by working with the Privacy and Security office.
• 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 to retain customers.
• Collaborate with Service Recovery Departments from our partner airlines and international locations to ensure that customers receive a consistent level of service.

All You'll Need for Success

Required Qualifications

• High School diploma or GED equivalency.

• One year of customer service experience.
• Knowledge of Microsoft Office including Word, Excel, PowerPoint, and Outlook.
• Attention to detail with strong critical thinking, problem-solving, and communication skills.

Preferred Qualifications

• Post-secondary education.

• More than one year of customer service experience.
• Familiarity with airline operations, policies, and regulations.
• Knowledge of customer service software and tools.
• Knowledge of Ventana, NetTracer, WorldTracer, and other SABRE applications.
• The ability to speak multiple languages fluently is a plus.

Skills, Licenses, and Certifications

• Excellent communication and problem-solving abilities.

• Flexibility to work any shift and ability to work some weekends and holidays as necessary.
• Ability to work in a fast-paced and dynamic environment.
• Ability and willingness to be in-office when required.
• Ability to quickly learn and become proficient in new software applications.
• Ability to be self-motivated and a team player.

What You'll Get

At arenaflex, we offer a comprehensive benefits package that includes:

• 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

At arenaflex, we believe that inclusion and diversity are the foundation of a dynamic workforce. 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. If you're a customer-centric professional who is passionate about delivering exceptional experiences, we want to hear from you. Apply now to join our team of Customer Success Specialists and start making a difference in the lives of our customers. Apply for this job