Customer Service Agent – Hospitality-Focused Ground Operations Specialist at arenaflex

Join arenaflex: Where Hospitality Takes Flight

At arenaflex, we believe that every journey begins with a warm welcome and ends with a lasting impression. As a leader in the air travel industry, arenaflex is dedicated to connecting people to what matters most in their lives through friendly, reliable, and low-cost air travel. Our commitment to our Employees is just as strong as our commitment to our Customers — we provide a stable work environment with equal opportunity for learning and personal growth, where creativity and innovation are encouraged to improve effectiveness every single day.

If you thrive in fast-paced environments, love solving problems on the fly, and have a passion for delivering legendary hospitality, arenaflex wants you on our team. We're searching for a dedicated, customer-obsessed Customer Service Agent to join our Ground Operations department and become the friendly face that sets the tone for every traveler's experience. This is more than a job — it's an opportunity to build a meaningful career with an organization that treats its Employees with the same respect, concern, and caring attitude they are expected to share with every Customer.

About the Role

As a Customer Service Agent at arenaflex, you will be the first point of contact for our valued passengers. Whether you're greeting travelers at the ticket counter, assisting with baggage at the service office, or making final boarding calls at the gate, you'll extend hospitality in every interaction. Our agents are the heart of the airport experience — friendly, patient problem solvers who enjoy multitasking and excel in a dynamic, safe environment.

You'll be part of a high-performing team that works cooperatively to ensure the success of arenaflex. No two days are the same in Ground Operations, and your ability to remain calm under pressure while delivering exceptional service will make all the difference in our Customers' journeys.

Key Responsibilities

• Deliver Legendary Customer Service: Provide friendly, attentive service to all internal and external Customers while maintaining positive, professional relationships at every touchpoint.
• Ticketing and Check-In Operations: Operate computerized point-of-sale systems to handle all aspects of ticketing, check-in, reservations, and boarding transactions with accuracy and efficiency.
• Payment Processing: Handle cash, checks, credit cards, travel vouchers, and coupons as forms of payment; compute charges, make change, balance daily transactions, and be accountable for any overages or shortages.
• Baggage and Cargo Services: Check in baggage and cargo, answer incoming telephone calls, page Customers, resolve problems and complaints, and provide assistance as needed throughout the terminal.
• Boarding and Aircraft Turnaround: Handle all transactions required to board aircraft in a timely and efficient manner, working under tight time constraints to accomplish quick turns of planes.
• Problem Resolution: Address mishandled Customers resulting from oversells, delayed or cancelled flights, lost luggage, damaged baggage, and other travel disruptions — resolving issues quickly and within arenaflex guidelines.
• Information Services: Provide current and accurate fare, schedule, reservation, and flight arrival/departure information; answer general inquiries from Customers and airport visitors.
• Documentation and Reporting: Complete required forms and reports, including irregularity and complaint reports, in accordance with Company policy.
• Adaptability: Perform varying duties based on the size and organization of the station, and take on additional job duties as directed by Leadership.

Knowledge, Skills, and Abilities

• Ability to type and/or use a computer keyboard with sufficient speed to meet the demands of the role.
• Able to read documents, follow instructions, and learn and understand ticketing procedures, rules, and regulations.
• Strong team player with the ability to work well with others, meet the public, and perform effectively under stressful situations.
• Must be able to satisfactorily complete the Customer Service Agent training program with an 80% or greater average and pass the evaluation period.
• Awareness of hazardous situations and the ability to handle emergencies as needed.
• Capacity to work under tight time constraints and accomplish quick aircraft turns.
• Professional, well-groomed appearance in accordance with the Ground Operations Employee Handbook and Labor Agreement.
• Ability to perform all job functions within a limited space, including climbing, bending, kneeling, and standing for extended periods.
• Effective verbal communication by telephone, face-to-face, and on public address systems.
• Strong written and oral communication skills.
• Ability to communicate information and instructions via radio equipment.

Education, Experience, and Licensing

• Education: No formal education requirement — we value willingness to learn and a strong work ethic above all else.
• Experience: No prior experience required; comprehensive paid training is provided.
• Licensing/Certification: Must be able to obtain a SIDA badge and meet all local airport requirements. May be required by Station Leadership to obtain a Customs Seal and meet all requirements to work international flights.

Physical Requirements

• Must be able to lift and/or move items up to 70 pounds on a regular basis and repetitively lift and/or move weights of 40 to 50 pounds onto raised surfaces.
• Must be able to climb, bend, kneel, and stand on a frequent basis and for extended periods.
• Must maintain the ability to wear prescribed uniforms throughout scheduled shifts.

Other Qualifications

• Must maintain a well-groomed appearance per Company appearance standards described in established guidelines.
• Must be a U.S. citizen or have authorization to work in the United States as defined by the Immigration Reform Act of 1986.
• Must be at least 18 years of age.
• Must be able to comply with Company attendance standards as described in established guidelines.
• Ability to work shift work and/or overtime, including early mornings, late evenings, weekends, and holidays.
• Foreign language skills are desirable, but not required.

Compensation and Benefits

At arenaflex, we believe in rewarding our Employees generously for the work they do and the care they show our Customers. This position offers a competitive starting pay rate of $18.50 per hour, with the opportunity for future increases per the applicable collective bargaining agreement wage scale. There are also opportunities for overtime and shift premiums.

Beyond your hourly pay, arenaflex offers a comprehensive benefits package designed to support your financial security, well-being, and sense of adventure:

• Fly for Free: As a privilege of employment, you and your eligible dependents can fly free on any open seat on all arenaflex flights — explore new destinations at no cost.
• 401(k) Retirement Plan: Up to a 9.3% Company match, dollar for dollar, on your eligible pay per paycheck, helping you build a secure financial future.
• Profit-Sharing: Potential for annual Profit-Sharing contributions toward retirement — when arenaflex profits, you profit, too.
• Comprehensive Coverage: Explore additional health, wellness, and financial benefits offered to all arenaflex Employees.
• Career Advancement: Opportunities for growth, learning, and personal development within a Company that promotes from within.

Work Environment and Culture

At arenaflex, our culture is built on the foundation of treating Employees with the same respect, concern, and caring attitude they are expected to share externally with every Customer. This is a union-based role that includes working assigned shifts based on seniority, with shifts potentially including early mornings, late evenings, weekends, and holidays. While the schedule may be demanding, it also provides structure, stability, and the camaraderie of working alongside dedicated colleagues who share your commitment to hospitality excellence.

Our Ground Operations team operates in a dynamic, fast-paced airport environment where no two days are alike. You'll work alongside passionate professionals who take pride in connecting people to what matters most in their lives. Creativity and innovation are encouraged, and Employees are supported with equal opportunities for learning and personal growth.

Career Growth and Learning Opportunities

Joining arenaflex as a Customer Service Agent opens the door to a long-term career in the aviation industry. From day one, you'll participate in our comprehensive Customer Service Agent training program, designed to equip you with the knowledge, skills, and confidence you need to succeed. As you grow within the organization, you'll have opportunities to explore other roles within Ground Operations, Customer Service, and beyond. arenaflex is committed to investing in its Employees and providing pathways for advancement for those who demonstrate dedication, reliability, and a passion for service.

Equal Opportunity Employer

arenaflex is an Equal Opportunity Employer. We continue to look for opportunities to reflect the communities we serve and welcome applicants with diverse thoughts, backgrounds, and experiences. U.S. citizenship or current authorization to work in the U.S. is required, and no current or future work authorization sponsorship is available.

Apply Today

If you're ready to launch a rewarding career with an industry leader that values its Employees as much as its Customers, we encourage you to apply today. Become part of the arenaflex family and experience the satisfaction of knowing that every interaction you have makes a difference in someone's journey. Whether you're helping a nervous first-time flyer, reuniting a family, or simply offering a warm smile, your work at arenaflex will connect people to what matters most in their lives.

Don't miss this opportunity — apply now and take the first step toward a fulfilling career with arenaflex.

Please note: This job description is intended to provide a general overview of the position and does not include every duty or responsibility that may be assigned. Pay amount doesn't guarantee employment for any particular period of time. 401(k) match contributions are subject to the plan's vesting schedule and applicable IRS limits. Profit-Sharing contributions are subject to the plan's vesting schedule and are made at the discretion of the Company.