**Experienced Customer Experience Escalation and Resolution Representative – Full Remote Opportunity at arenaflex**
Are you a customer service enthusiast with a passion for resolving complex issues and delivering exceptional experiences? Do you thrive in a dynamic, fast-paced environment where no two days are ever the same? If so, we invite you to join arenaflex as an Experienced Customer Experience Escalation and Resolution Representative. As a key member of our Customer Experience Escalation and Resolution team, you will play a vital role in retaining existing customers, preventing erosion of our customer base, and capturing actionable data to drive business growth.
**About arenaflex**
arenaflex is a leading global airline that connects people and cultures around the world. With a rich history spanning over a century, we have grown to become one of the largest airlines in the world, offering a diverse range of services and products to our customers. Our commitment to excellence, innovation, and customer satisfaction has earned us a reputation as a trusted and reliable partner in the aviation industry.
**Why Join arenaflex?**
* **Travel Perks**: As an arenaflex employee, you and your loved ones can enjoy unlimited travel on our extensive network of over 6,800 daily flights to 365 destinations worldwide.
* **Health Benefits**: We offer comprehensive health, dental, prescription, and vision benefits to help you stay well, as well as virtual doctor visits, flexible spending accounts, and more.
* **Wellness Programs**: Our wellness programs provide you with the tools, resources, and support you need to be the best version of yourself.
* **401(k) Program**: Available upon hire, our 401(k) program offers employer contributions to help you save for your future.
* **Additional Benefits**: Enjoy discounts on hotels, cars, cruises, and more, as well as our Employee Assistance Program and pet insurance.
**Key Responsibilities:**
* Investigate and evaluate customer complaints of discrimination
* Make outbound calls to customers who have filed a complaint
* Coordinate efforts across operational departments to gather facts necessary to respond to customer discrimination complaints
* Investigate 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
**Essential 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 and Competencies:**
* 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
**Work Environment and Company Culture:**
* As a full remote employee, you will have the flexibility to work from anywhere, at any time, as long as you meet productivity and quality standards.
* Our dynamic and inclusive work environment is designed to foster collaboration, creativity, and innovation.
* We value diversity, equity, and inclusion, and strive to create a workplace where everyone feels welcome, respected, and empowered to succeed.
**How to Apply:**
If you are a motivated and customer-focused individual with a passion for delivering exceptional experiences, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to . We look forward to hearing from you!
**Note:** arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating a workplace that is inclusive, respectful, and free from discrimination.
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