Experienced Customer Experience Escalation and Resolution Representative – Full Remote Opportunity

Are you ready to embark on a journey that combines your passion for customer service with the thrill of exploring new possibilities? Look no further than arenaflex, where you'll have the chance to grow your expertise, advance your career, and become the best version of yourself. As a member of our Customer Experience Escalation and Resolution team, you'll be at the forefront of delivering exceptional customer experiences, navigating complex issues, and driving business growth.

Why Join arenaflex?

At arenaflex, we're committed to creating a workplace that's inclusive, diverse, and empowering. Our 20+ Employee Business Resource Groups are dedicated to connecting our team members with customers, suppliers, communities, and shareholders, helping them reach their full potential and creating an environment that meets the needs of our diverse world. As a representative of our Customer Experience Escalation and Resolution team, you'll be part of a dynamic workforce that's passionate about delivering exceptional customer experiences.

Key Responsibilities:

As a Customer Experience Escalation and Resolution Representative, you'll be responsible for:

• Investigating and evaluating customer complaints of discrimination
• Making outbound calls to customers who have filed a complaint
• Coordinating efforts across operational departments to gather the facts necessary to respond to customer discrimination complaints
• Investigating these complaints by gathering, reviewing, and analyzing facts
• Recommending and administering actions where appropriate, including customer compensation
• Working in a team environment to pursue creative solutions to service failures
• Assisting in continuing efforts to improve customer service by collecting complaint information
• Working with other departments to resolve service failures and maintain customers
• Meeting and maintaining productivity and quality standards on a monthly basis
• Committing to 5 to 8 weeks of virtual training, beginning on date of hire

All You'll Need for Success:

To excel in this role, you'll need:

Minimum Qualifications:

+ High School diploma or GED Equivalency + 2 years of experience in a customer service position with strong customer service skills + 2 years of experience in 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:

As a valued member of our team, you'll enjoy:

Travel Perks:

Explore the world with your family and friends on more than 6,800 daily flights across our global network

Health Benefits:

Access to health, dental, prescription, and vision benefits, as well as virtual doctor visits, flexible spending accounts, and more

Wellness Programs:

Tools, resources, and support to help you become the best version of yourself

401(k) Program:

Employer contributions to your 401(k) program after one year

Additional Benefits:

Employee Assistance Program, pet insurance, and discounts on hotels, cars, cruises, and more

Join Our Dynamic Team:

At arenaflex, we're passionate about creating a workplace that's inclusive, diverse, and empowering. Our Employee Business Resource Groups are dedicated to connecting our team members with customers, suppliers, communities, and shareholders, helping them reach their full potential and creating an environment that meets the needs of our diverse world. As a representative of our Customer Experience Escalation and Resolution team, you'll be part of a dynamic workforce that's passionate about delivering exceptional customer experiences.

Apply Now:

Ready to embark on a journey that combines your passion for customer service with the thrill of exploring new possibilities? Apply now to join our Customer Experience Escalation and Resolution team at arenaflex. Apply Job! Apply for this job