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Role Description

The Guest Care Support Agent is responsible for providing courteous and competent services to ensure all guests requests are provided in a timely and efficient manner. This position is responsible for communicating and responding via written correspondence and inbound/outbound contact to guests for post-cruise concerns related but not limited to:

• Weddings
• Jones Act
• Travel Services
• Bon Voyage
• Group Amenities
• Property Recovery
• Lost & Found
• Photos
• CCL Business Development Managers
• International
• Consumer Agency
• Security/Sensitive Matters
• Sail & Sign
• Travel Hotline
• Any other issue

Essential Functions:

• Reviewing/investigating and responding to guests concerns/calls with promptness, compassion, and professionalism.
• Ensure delivery of timely updates to guests on matters requiring thorough research.
• Continuously leverage extensive knowledge of the products, empathy, and complaint resolution skills to ensure high levels of guest satisfaction.
• Sustain an optimal and feasible level of productivity and quality standards.
• Contact guests as per their request and/or on escalated matters.
• Contact appropriate individual or department as necessary to handle guest call, request, or issue.
• Engage with Lead Agents and/or leadership team on “challenging” guests and sensitive issues.
• Initiate iCare files and accurately document guest interaction and issue resolution.
• Assist Support team with administrative tasks as needed.
• Regularly partake in structured Q&A meetings to share valuable insights and engage in constructive feedback sessions.

Qualifications

• High School Diploma required / Associate’s degree in business administration or business management preferred
• 1+ years Customer service experience, call center environment, in travel or similar industry required
• Experience handling a high volume of customer escalations required

Requirements

• Proficient in Microsoft Outlook, Word/Excel
• Technical knowledge and adept at navigating multiple programs and applications simultaneously
• Strong conflict resolution and de-escalation skills
• Ability to work independently to resolve problems and queries based on experience
• Strong keyboarding skills and ability to work with multiple computer applications
• Excellent English written/verbal communication skills
• Exceptional telephone skills – Friendly and pleasant manner along with active listening
• Proficiency with computers, especially with regards to CRM software
• Track record of delivering exceptional guest or client experience
• Customer focus and adaptability to different personality types
• Ability to multi-task, set priorities and manage time effectively
• A patient and empathetic attitude
• Highly detail oriented and thorough with excellent documentation skills

Benefits

• Cost-effective medical, dental and vision plans
• Employee Assistance Program and other mental health resources
• 401(k) plan that includes a company match
• Employee Stock Purchase plan
• Paid Time Off
• Holidays – 8 company-wide holidays plus 2 additional floating holidays
• Vacation Time – 14 days/year for full-time employees at the manager and below level; 19 days/year for director and above level
• Sick Time – 80 hours of sick time each year for full-time employees
• Complementary stand-by cruises and employee discounts on confirmed cruises
• Personal and professional learning and development resources including tuition reimbursement
• On-site Fitness center at our Miami campus