Experienced Premium Customer Service Representative – Airline Industry Leader in Client Support and Relations at blithequark

Introduction to blithequark

Are you ready to explore a world of possibilities, both at work and during your downtime? Join our blithequark family, and you'll venture to the far corners of the planet, develop your skills, and become the best version of yourself. As you embark on a new journey, you'll tackle challenges with flexibility and poise, acquiring new skills and propelling your career while having a great time. Feel free to enhance both your personal and work life and jump on board! The airline industry is a dynamic and fast-paced environment that requires dedication, passion, and a commitment to excellence. At blithequark, we pride ourselves on being a leader in client support and relations, and we're looking for talented individuals to join our team.

Why You'll Love This Job

The Premium Customer Service Representative is an ambassador of blithequark, providing superior convenience, excellent customer support, extensive tagging, and issue resolution for our most valuable clients in all areas covered by the Premium Customer Services association. Premium Customer Services Representatives deliver enhanced, exceptional services in a positive, enthusiastic, respectful, and friendly manner to all clients and visitors. If you're passionate about delivering top-notch customer service and making a real difference in people's lives, this is the perfect opportunity for you.

Key Responsibilities

• Provide premium customer service to all clients
• Register clients and verify their access to club(s) and/or lounge(s)
• Welcome clients by completing all guest experience items (e.g., welcome clients using their name whenever possible, ensure informal ID is visible, provide WIFI password, ask how you can help)
• Book and confirm flight reservations (e.g., using the semi-automated business review environment [SABRE], Qantas Wise Keypad [QIK])
• Check-in premium clients for their flights (e.g., flight changes, rebooking, passport check swipe)
• Monitor trips to identify boarding times, delays, or disruptions to best accommodate client needs
• Issue client tickets (e.g., day of departure, reissues, future tickets)
• Cancel passenger reservations, as requested
• Put clients on priority lists (e.g., upgrades, waitlist)
• Provide timely resolution of clients' travel issues
• Contact a higher level of customer care support (i.e., premium services CSCs or CSMs) to address frustrating client issues, as needed
• Document client issues in the passenger name record (PNR)
• Perform club enrollment or sales activities (e.g., Admiral's Club, credit card enrollments)
• Coordinate all services provided to elite status clients (e.g., Concierge Key program and Five Star service)
• Assist elite status clients (e.g., Concierge Key, Five Star members) as they move in and out of terminals
• Assist clients with their luggage, as needed
• Maintain the appearance of the lounges or clubs (e.g., via conduct of walk-throughs)
• Communicate with colleagues to ensure food and beverages are provided to club and/or lounge clients consistently
• Supervise the activities of colleagues offering services (e.g., catering, sanitation) to the club(s) and/or lounge(s)
• Help clients with technology provided in the club(s) or lounge(s)
• Hold meeting rooms (e.g., 1 hour) for same-day travel requests
• Coordinate services for any meetings occurring in meeting rooms (e.g., food for the meetings)
• Complete open or close procedures for club(s) and/or lounge(s)
• Address escalated client issues or concerns
• Conduct alcohol inventory review with beverage colleague (at certain airports)
• Monitor KeyStar system to prioritize appropriate services for clients (e.g., government officials, OneWorld, Concierge Key, FiveStar) (at certain airports)
• Report to position on time, as scheduled, and at your assigned station or location, including mandatory overtime requirements, varying shifts, weekends, and holidays
• Complete task-related training phases
• Adhere to company policies, procedures, and performance standards
• Wear uniforms as required by company policy
• Comply with federal regulations (e.g., DOT, FAA, TSA)
• Utilize various internal resources/systems, including during client interactions

Essential Qualifications

To be successful in this role, you'll need:

• A Bachelor's Degree
• Bilingual language skills (required in certain locations)
• To satisfy FAA background checks to qualify for unescorted access privileges to airport security identification display areas (SIDA), if applicable
• To be able to obtain appropriate airport authority and/or US Customs security badges, if applicable
• To demonstrate exceptional customer service and client engagement in a hospitality environment
• Ability to work under pressure, handle multiple tasks simultaneously while giving close attention to detail and client care
• Excellent interpersonal skills/communication skills with the ability to interact genuinely with all levels of management and public contact
• Service-oriented and self-motivated with a high level of professionalism
• Willingness to attend training sessions in Dallas/Fort Worth, Texas
• Prior customer hospitality experience (strongly preferred)
• Maintain a well-groomed and professional appearance
• Excellent communication skills
• Prior travel industry experience (preferred)
• Computer experience (preferred)
• Strong organizational and administrative skills required
• Ability to work irregular and/or extended hours, including weekends and holidays
• Must report to work on a regular and timely basis

Preferred Qualifications

While not required, the following qualifications are preferred:

• Prior experience in a customer-facing role
• Knowledge of airline operations and procedures
• Familiarity with customer relationship management (CRM) software
• Ability to speak multiple languages
• Experience working in a fast-paced, dynamic environment

Skills and Competencies

To excel in this role, you'll need to possess the following skills and competencies:

• Excellent communication and interpersonal skills
• Ability to work well under pressure and handle multiple tasks simultaneously
• Strong problem-solving and conflict resolution skills
• Ability to adapt to changing situations and priorities
• Strong attention to detail and ability to maintain accuracy
• Ability to work effectively in a team environment
• Strong organizational and time management skills
• Ability to maintain confidentiality and handle sensitive information

Career Growth Opportunities and Learning Benefits

At blithequark, we're committed to helping our employees grow and develop in their careers. As a Premium Customer Service Representative, you'll have access to:

• Comprehensive training programs to help you develop your skills and knowledge
• Opportunities for advancement and career growth within the company
• A supportive and collaborative work environment that encourages learning and development
• Access to industry-leading technology and systems
• A dynamic and fast-paced work environment that's always challenging and rewarding

Work Environment and Company Culture

At blithequark, we pride ourselves on our positive and inclusive company culture. As an employee, you can expect:

• A supportive and collaborative work environment that values diversity and inclusion
• A dynamic and fast-paced work environment that's always challenging and rewarding
• Opportunities to work with a talented and dedicated team of professionals
• A comprehensive benefits package that includes medical, dental, and vision coverage, as well as a 401(k) program and other perks
• A company that's committed to giving back to the community and making a positive impact on the environment

Compensation, Perks, and Benefits

As a Premium Customer Service Representative at blithequark, you can expect:

• A competitive hourly rate of $26/hour
• A comprehensive benefits package that includes medical, dental, and vision coverage, as well as a 401(k) program and other perks
• Opportunities for advancement and career growth within the company
• A supportive and collaborative work environment that values diversity and inclusion
• A dynamic and fast-paced work environment that's always challenging and rewarding
• Access to industry-leading technology and systems
• A company that's committed to giving back to the community and making a positive impact on the environment

Conclusion

If you're passionate about delivering exceptional customer service and making a real difference in people's lives, we encourage you to apply for this exciting opportunity. As a Premium Customer Service Representative at blithequark, you'll be part of a talented and dedicated team that's committed to providing the best possible experience for our clients. Don't miss out on this chance to join our team and take your career to new heights. Apply now and discover a world of possibilities at blithequark!

At blithequark, we're committed to creating a workplace that's inclusive and welcoming to all employees. We believe that diversity and inclusion are essential to our success, and we're dedicated to creating a culture that values and respects all individuals. If you're looking for a company that shares your values and is committed to making a positive impact, we encourage you to join our team.

In addition to our comprehensive benefits package and competitive compensation, we offer a range of perks and benefits that are designed to support your well-being and help you thrive in your role. From our employee assistance program to our discounts on hotels, cars, and cruises, we're committed to providing you with the tools and resources you need to succeed.

So why wait? Apply now to join our team as a Premium Customer Service Representative and discover a world of possibilities at blithequark. We can't wait to welcome you on board!