Customer Service Representative – Flight Service Administration (Full‑Time, Dallas, TX) – $26/hr – Aviation Operations Support at arenaflex

About arenaflex

arenaflex is a global leader in aviation, connecting millions of passengers to destinations around the world every day. With a legacy of safety, innovation, and customer‑centric service, arenaflex operates a modern fleet, a sophisticated network of routes, and a vibrant community of employees who are passionate about keeping the skies open. Our mission is to deliver an exceptional travel experience while fostering a workplace where every associate can thrive, grow, and make a meaningful impact.

Why This Role Matters

As a Customer Service Representative – Flight Service Administration you will be an essential member of the Flight Administration team within the Customer Experience division. This position is the frontline of support for our flight crew, handling a wide variety of administrative tasks that keep our operations running smoothly. From processing payroll inquiries to coordinating leave requests, you will ensure that our pilots and flight attendants can focus on what they do best—delivering safe, reliable, and friendly service to our passengers.

Key Responsibilities

• Answer inbound calls from flight crew members, addressing inquiries related to payroll, schedule changes, leave records, and travel arrangements.
• Process and update crew administration transactions in the semi‑automated Business Management System (Saber) and the Crew Movement Tracking System (Cats).
• Interpret and apply the arenaflex Joint Collective Bargaining Agreement (JCBA) to resolve complex crew‑related issues accurately and fairly.
• Collaborate with multiple internal departments—including Operations, Human Resources, and Finance—to coordinate solutions that meet both crew needs and company policies.
• Document all interactions in the call‑tracking system with precision, ensuring timely follow‑up and compliance with audit requirements.
• Provide clear, concise information to crew members, translating policy language into understandable guidance.
• Identify trends in crew inquiries and proactively recommend process improvements to senior leadership.
• Maintain up‑to‑date knowledge of arenaflex policies, system enhancements, and industry best practices.
• Work flexible shifts, including evenings, weekends, and holidays, to support 24/7 flight operations.
• Assist with special projects and temporary initiatives that enhance crew satisfaction and operational efficiency.

Essential Qualifications

• Education: Bachelor’s degree in Business Administration, Aviation Management, Communications, or a related field.
• Experience: Minimum of 1‑2 years in a high‑volume call‑center or customer service environment, preferably within the airline or transportation industry.
• Technical Skills: Proficiency with Microsoft Office Suite (Word, Excel, Outlook) and experience navigating complex database systems such as Saber, DECS, and RES.
• Communication: Excellent verbal and written communication skills, with the ability to convey technical information in a friendly, understandable manner.
• Problem‑Solving: Demonstrated ability to analyze policies, interpret contractual language, and devise practical solutions under pressure.
• Interpersonal Skills: Strong customer‑service orientation and the capacity to build rapport with crew members at all organizational levels.
• Flexibility: Willingness to work additional hours and rotating shifts to meet operational demands.

Preferred Qualifications & Additional Experience

• Previous experience working with airline crew contracts, collective bargaining agreements, or labor relations.
• Familiarity with aviation terminology and crew scheduling processes.
• Experience using workforce management tools and call‑center reporting software.
• Certification in customer service excellence or related professional development programs.
• Multilingual abilities, especially Spanish, to support a diverse crew base.

Core Skills & Competencies

• Attention to Detail: Accurate data entry and meticulous record‑keeping are critical for compliance and audit readiness.
• Time Management: Ability to prioritize multiple tasks while maintaining high service levels during peak call volumes.
• Team Collaboration: Work effectively with cross‑functional partners, sharing insights and supporting collective goals.
• Adaptability: Thrive in a fast‑changing environment, quickly learning new systems and procedures.
• Empathy: Understand crew concerns and respond with compassion, reinforcing arenaflex’s commitment to employee well‑being.

Compensation, Benefits & Perks

arenaflex offers a competitive hourly wage of $26 per hour, complemented by a comprehensive benefits package designed to support your health, financial security, and work‑life balance.

• Medical, Dental, Vision: Immediate eligibility with a range of plan options, including telehealth services and flexible spending accounts.
• 401(k) Retirement Plan: Company match after one year of service, helping you build a secure financial future.
• Paid Time Off & Holidays: Generous vacation accrual, paid holidays, and additional leave for personal milestones.
• Employee Assistance Program (EAP): Confidential counseling, legal resources, and financial guidance.
• Pet Insurance, Travel Discounts, and Hotel Savings: Enjoy perks that extend beyond the workplace.
• Wellness Programs: Access to fitness challenges, mental‑health resources, and wellness incentives.

Career Growth & Development

arenaflex is committed to nurturing talent from within. As a member of the Flight Service Administration team, you will have clear pathways to advance into senior administrative roles, crew scheduling management, or broader customer experience leadership positions. We provide:

• Structured onboarding and mentorship programs.
• Continuous learning opportunities, including tuition reimbursement and industry certifications.
• Regular performance feedback and career‑planning sessions.
• Opportunities to work on cross‑departmental projects that broaden your skill set.

Work Environment & Culture

Our Dallas office is a modern, collaborative space designed to foster teamwork and innovation. The culture at arenaflex is built on three pillars: Safety, Service, and Inclusion. We celebrate diversity, encourage open dialogue, and empower every associate to bring their authentic self to work. Whether you’re handling routine inquiries or navigating complex policy questions, you’ll be supported by a network of peers who share a common purpose: keeping the world connected safely and efficiently.

How to Apply

If you are ready to join a dynamic team that values your expertise, offers meaningful growth, and rewards your dedication, we want to hear from you. Click the link below to submit your application and begin your journey with arenaflex.

Apply Now – Become a Part of arenaflex’s Flight Service Administration Team!