Remote Air Customer Service Specialist – Travel & Hospitality Support | Sabre GDS | US Remote | arenaflex

About arenaflex and the Opportunity

arenaflex is a forward-thinking organization that thrives at the intersection of travel, hospitality, and exceptional guest experiences. We are building a distributed team of passionate professionals who want to make a tangible difference for travelers every single day. If you have ever pictured yourself helping a stranded guest rebook a flight, guiding a travel agent through a complex itinerary, or supporting the behind-the-scenes logistics that keep major travel operations running smoothly, this role is designed for you.

We are currently seeking a dedicated and detail-oriented Remote Air Customer Service Specialist to join our customer experience division. This is a 100% remote position based in the United States, and we are actively looking for amazing humans from coast to coast to bring their customer service excellence, technical know-how, and problem-solving mindset to our growing team.

At arenaflex, we believe that the right person in this role is more than a call-taker — you are a traveler’s advocate, a logistics coordinator, and a brand ambassador rolled into one. You will be working with cross-functional teams across the organization to ensure that every air-related interaction is handled with care, speed, and accuracy.

Key Responsibilities

As an Air Customer Service Specialist at arenaflex, your day will be dynamic, fast-paced, and deeply rewarding. You will be the first line of support for guests, travel agents, and airline partners, handling a high volume of phone calls, chat messages, emails, and voicemails. Your core responsibilities will include:

• Answering inbound and outbound phone calls, chat messages, emails, and voicemails related to air travel issues, ensuring prompt, accurate, and empathetic communication with every customer interaction.
• Amending major schedule changes, including reissuing tickets, performing exchanges, processing refunds, and handling ticketing activities in full compliance with airline and company policies.
• Tracking and resolving incomplete Passenger Name Records (PNR) caused by missing TSA data, absent airfares, or other data gaps, ensuring records are complete and accurate before final payment.
• Realigning pricing within PNRs to re-price reservations and collect any additional amounts owed outside the standard final payment window.
• Certifying all air tickets issued to guests by updating the ticket match exception report and confirming that all flights are valid and ticketed properly.
• Assigning ancillary services such as seat selection, baggage, upgrades, and special requests when requested by guests.
• Processing entertainment requests, crew executive travel arrangements, VIP guest bookings, and providing clear down-line communication to port agents, hotels, and ground transportation providers.
• Researching air schedules booked for crew members to ensure they fall within approved budget parameters and recommending cost-effective alternatives when needed.
• Processing last-minute crew changes related to air accommodations, including rebooking, rerouting, and ticketing adjustments under tight deadlines.
• Providing next-port protection coverage by re-accommodating passengers on alternative flights when original itineraries are disrupted.
• Communicating clearly and professionally with customers, co-workers, airline partners, and management to reduce errors and maintain the highest level of service quality.
• Consistently delivering on commitments to both external and internal customers to drive satisfaction, loyalty, and operational excellence.
• Supporting and upholding arenaflex’s Culture Essentials, demonstrating integrity, fairness, and professionalism in every interaction.
• Working shipboard email inboxes to ensure that onboard guests and crew members receive timely, accurate responses to their travel needs.
• Helping guests and travel agents with en-route issues such as missed connections, delays, cancellations, and last-minute travel disruptions.
• Performing any additional duties assigned by leadership within the scope of the position.

Essential Qualifications

To thrive in this role at arenaflex, you will need a blend of customer service expertise, technical skill, and a genuine passion for helping people. The following qualifications are required:

• Prior experience in the travel and hospitality industry, ideally in a high-volume call center environment.
• Proficiency in Microsoft Word, Excel, and Outlook, with the ability to navigate multiple systems simultaneously.
• Excellent phone and customer service skills, with a demonstrated ability to remain calm, courteous, and solution-oriented under pressure.
• Outstanding verbal and written communication skills, with the ability to interact professionally with travel suppliers, port agents, crew members, internal departments, airline partners, and management.
• Comprehensive knowledge of all aspects of the Sabre airline reservation system, including creation of air bookings, ticketing, exchanges, pricing, routing, and queue processing.
• Legal authorization to work in the United States. Please note that arenaflex is unable to sponsor or take over sponsorship of employment visas (such as H-1B status) at this time.
• Residency in a U.S. state where arenaflex is currently set up to hire. At this time, we are unable to hire candidates residing in Arkansas, Connecticut, Delaware, Hawaii, Iowa, Kentucky, Louisiana, Maine, Montana, Mississippi, North Dakota, Nebraska, New Hampshire, Oklahoma, South Dakota, Vermont, West Virginia, or Wyoming.

Preferred Qualifications and Nice-to-Haves

While not required, the following qualifications will help you stand out as a candidate for this role:

• Previous experience supporting a cruise line, airline, tour operator, or other large-scale travel brand.
• Familiarity with international ticketing, multi-city itineraries, and complex fare constructions.
• Experience handling VIP and executive-level travel requests with discretion and attention to detail.
• Working knowledge of TSA requirements, visa documentation, and international travel regulations.
• Comfort with rotating shifts, weekend coverage, and peak seasonal volume surges.
• Exposure to crew travel logistics or marine operations support.

Skills and Competencies for Success

At arenaflex, we look for more than just technical know-how. The most successful Air Customer Service Specialists tend to bring the following soft skills and competencies to the table:

• Empathy and patience: You genuinely care about helping people and can put yourself in the customer’s shoes, especially when travel plans go sideways.
• Adaptability: Travel is unpredictable, and your ability to pivot quickly and think on your feet is essential.
• Attention to detail: A single missed field in a PNR can cascade into major issues; you are meticulous and thorough.
• Multitasking ability: You can comfortably manage multiple chat windows, phone calls, and email threads without losing focus or accuracy.
• Resilience: High-volume contact center work requires stamina, and you thrive in a fast-paced environment.
• Teamwork: You collaborate naturally with peers, supervisors, and cross-functional partners to resolve issues and share knowledge.
• Tech savviness: You pick up new systems quickly and are comfortable navigating reservation platforms, internal databases, and communication tools.
• Problem-solving mindset: You do not just escalate — you look for ways to resolve the issue yourself, and you know when to bring in additional resources.

Career Growth, Learning, and Development

arenaflex is committed to investing in the growth and long-term career success of every team member. From your very first day, you will have access to structured onboarding, hands-on training in Sabre and internal systems, and ongoing coaching from experienced travel professionals. As you master the fundamentals of air customer service, you will unlock opportunities to expand into specialized areas such as crew travel coordination, VIP guest services, supervisory roles, and operational leadership.

We actively support continued education through tuition reimbursement, professional certification programs, and access to industry conferences. Whether your goal is to deepen your expertise in airline operations, transition into team leadership, or explore adjacent areas of the travel industry, arenaflex provides the resources, mentorship, and pathways to help you get there.

Work Environment and Company Culture

Our culture at arenaflex is built on a simple but powerful belief: we are stronger together. We celebrate diversity, encourage authenticity, and believe that the best ideas come from teams that feel safe, heard, and valued. Even as a fully remote team, we foster connection through virtual team-building events, regular all-hands meetings, and active cross-departmental collaboration.

Our highest responsibility and top priority is the health, safety, and well-being of our guests, the people in the communities we serve, and our employees. We are deeply committed to compliance, environmental protection, and ethical business practices. Our Culture Essentials guide how we show up for one another and for the customers we serve every day.

When you join arenaflex, you are not just taking a job — you are joining a community of travel enthusiasts, problem solvers, and customer advocates who take pride in delivering world-class service.

Compensation, Perks, and Benefits

arenaflex is proud to offer a competitive compensation package and a robust benefits portfolio designed to support your health, your finances, and your sense of adventure. The base hourly range for this position is $15.91 to $21.49 per hour, with the final offer directly tied to your qualifications, experience, and the labor market of the location where the role is intended to be filled.

In addition to your base pay, you will be eligible for a comprehensive benefits package that includes:

• Cruise and travel privileges for you and your family, giving you the chance to explore the world on your time off.
• Comprehensive health benefits, including medical, dental, and vision coverage.
• 401(k) retirement plan to help you plan for your future.
• Employee stock purchase plan that allows you to share in the long-term success of the company.
• Training and professional development programs designed to help you grow your skills and advance your career.
• Tuition and professional certification reimbursement to support your continued education.
• Rewards and incentives programs that recognize outstanding performance and dedication.

Equal Opportunity and Accessibility

arenaflex is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable federal, state, or local laws, regulations, and ordinances.

In accordance with the Americans with Disabilities Act (ADA), arenaflex will provide reasonable accommodations throughout the application and hiring process upon request. If you require an accommodation to participate in the application process, please contact our recruiting team for assistance.

Apply Now and Start Your Journey with arenaflex

If you are a customer-obsessed professional with a passion for travel, a strong foundation in Sabre, and the drive to deliver exceptional service on every call and every chat, we want to hear from you. This is your opportunity to join a remote-first team that values your skills, supports your growth, and rewards your commitment to excellence.

Take the next step in your career and become part of a company where your work truly matters. Apply today and let’s explore the world of travel together — only at arenaflex.