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 start your career with blithequark!
Why You'll Love This Job
The Premium Customer Service Representative is an ambassador of blithequark, providing superior convenience, excellent customer support, extensive check-in, and issue resolution for our most valued clients in all areas covered by the Premium Customer Services association. Premium Customer Service Representatives deliver enhanced, exceptional services in a positive, enthusiastic, respectful, and friendly manner to all clients and visitors.
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 premium clients in for their flights (e.g., flight changes, rebooking, passport check swipe)
- Monitor flights 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 through terminals
- Assist clients with their luggage, as needed
- Monitor or 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 will need:
- Bachelor's degree
- Bilingual language skills required in certain locations
- Must satisfy FAA background checks to qualify for unescorted access privileges to airport security identification display areas (SIDA), if applicable
- Must be able to obtain appropriate airport authority and/or US Customs security badges, if applicable
- Successfully 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 ability to interact effectively with all levels of management and public contact
- Service-oriented and self-motivated with a high level of professionalism
- Willing 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 systems
- Experience working in a fast-paced environment
- Ability to speak multiple languages
- Experience with customer relationship management (CRM) software
Skills and Competencies
To be successful in this role, you will 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 provide exceptional customer service and client engagement
- Service-oriented and self-motivated with a high level of professionalism
- Ability to work irregular and/or extended hours, including weekends and holidays
- Strong organizational and administrative skills
Career Growth Opportunities and Learning Benefits
At blithequark, we are committed to providing our employees with opportunities for growth and development. As a Premium Customer Service Representative, you will have access to training and development programs to help you advance in your career. You will also have the opportunity to work with a talented and diverse team of professionals who are passionate about delivering exceptional customer service.
Work Environment and Company Culture
At blithequark, we are committed to creating a work environment that is inclusive, diverse, and respectful of all employees. We believe that our employees are our greatest asset, and we strive to create a workplace that is engaging, challenging, and rewarding. As a Premium Customer Service Representative, you will be part of a team that is dedicated to delivering exceptional customer service and creating a positive experience for our clients.
Compensation, Perks, and Benefits
As a Premium Customer Service Representative at blithequark, you will be eligible for a competitive salary and benefits package, including:
- Medical benefits: access to health, dental, prescription, and vision benefits to help you stay healthy
- Wellness programs: access to tools, resources, and support to help you be your best self
- 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
Conclusion
If you are a motivated and service-oriented individual who is passionate about delivering exceptional customer service, we encourage you to apply for the Premium Customer Service Representative role at blithequark. As a member of our team, you will have the opportunity to work with a talented and diverse group of professionals who are dedicated to creating a positive experience for our clients. Apply today and take the first step towards a rewarding and challenging career with blithequark!
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