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Agent, Virtual Guest Care Support - Texas (CCL)
About the position
The Guest Care Agent Support role responds to guests and/or travel agents inbound/outbound calls and email correspondence via written and verbal communication for post-cruise concerns related to ALL post-cruise inquiries in a prompt, compassionate and professional manner. Provide timely updates on issues that require additional research, address concerns and find resolution within our established guidelines. Must have excellent written and verbal communication skills and a willingness to engage with callers (incoming and outgoing).
Responsibilities
- Research and service inbound/outbound calls and email correspondence related to ALL post-cruise issues in a prompt, compassionate and professional manner; provide guests with timely updates on issues that require extended research.
- Participate in communication training programs and establish network with counterparts in other departments (i.e., security, shipboard guest services, hotel operations, accounting, and Care Team).
- Promptly escalate to leadership \"challenging\" guests, recurring themes, and sensitive issues with media potential for immediate action. Successfully resolve and respond to executive escalations on behalf of our leadership team. Evaluate guest lifetime value and complaint history to determine if additional consideration is needed.
- Create iCare files and accurately document guest contact, issue types and detailed information regarding root cause of issues. Responsible for accurate compensation data entry to ensure correct refunds/credits are processed.
Requirements
- Excellent English written/verbal communication skills.
- Self-starter who works well with little supervision and is highly motivated.
- Creative problem solver.
- Good analytical/organizational skills.
- Ability to work in a multi-tasking-oriented environment.
- High School Diploma or GED
- Proficient in Microsoft Word/Excel.
- This position requires a schedule that includes one weekend day with two non-consecutive days off and holidays.
Nice-to-haves
- Contact Center related skill set is preferred.
Benefits
- Cost-effective medical, dental and vision plans
- Employee Assistance Program and other mental health resources
- Additional programs include company paid term life insurance and disability coverage
- 401(k) plan that includes a company match
- Employee Stock Purchase plan
- All full-time and part-time with benefits employees receive days off for 8 company-wide holidays, plus 2 additional floating holidays to be taken at the employee's discretion.
- All full-time employees at the manager and below level start with 14 days/year; director and above level start with 19 days/year.⯠Part-time with benefits employees receive time off based on the number of hours they work, with a minimum of 84 hours/year.⯠All employees gain additional vacation time with further tenure.
- All full-time employees receive 80 hours of sick time each year.⯠Part-time with benefits employees receive time off based on the number of hours they work, with a minimum of 60 hours each year.
- Complementary stand-by cruises, employee discounts on confirmed cruises, plus special rates for family and friends
- Personal and professional learning and development resources including tuition reimbursement
