Agent, CO Outbound RCI

Consumer Outreach Outbound Sales Agent

Position Summary:

This position is part of a direct consumer outreach sales organization where the Outbound Sales Agent is responsible for supporting potential new and existing customers to create the vacation experience that they are seeking with our brand The sales agent is responsible for utilizing sales techniques to finalize sales on one call This position is also responsible for servicing the direct guests as well as exceeding their expectations during each call This position handles inbound and outbound calls which includes managing a guest reservation up until the time the guest sails The sales agent is responsible for managing a database of direct guests and attempting to contact up to 150 hot leads per day These leads provided will have all shown recent interest in making a reservation with Royal Caribbean International This is not a cold calling role as leads have expressed prior genuine interest We are looking for forward-thinking individuals with a strategic drive dedicated to putting the customer’s needs first while meeting the business objective The sales agent role manages guests buying habits and special interest capturing this key information into the database for future sales call opportunities driven by the guest’s previous contacts and set up marketing opportunities within the system and work assigned scheduled call appointment times Sales agents will be held accountable for meeting weekly pax and booking count goals conversion attempts and operational and customer service targets each month

Essential Duties and Responsibilities:

Effectively evaluate guest needs and identify products that best fit the guest’s needs providing sales recommendations for our products on all sales calls and correctly creating accurate reservations

Servicing existing reservations according to guest requests and in accordance with existing business rules

Providing one call resolution on all calls

Responsible for working with other departments to assist guests in securing accurate information and finalizing their reservation

Applying customer service standards in all guest interactions as defined by the business

Responsible for correctly capturing pertinent information and payments during all interactions with guests

Responsible for maintaining brand standards when handling guest inquiries

Responsible for ensuring guest inquiries are consistently handled in an efficient manner within set call handling times

Performs other duties as required This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position Employees will be required to perform any other job-related duties assigned by their supervisor or management

Key Accountabilities

Meeting weekly Pax Booking and Attempt Goals

Meeting daily Metric Goals

Displaying the Royal Way at each interaction

Responsible for managing their bookings and all pertinent information & payments

Reports to a Sales Coach part of a sales team

Core Competencies

Ability to use sound judgment through the sales and booking process

Business Effectiveness

Interpersonal Effectiveness

Experienced in building relationships and discovering what motivates the guest to buy

Ability to relate and respond to the guests concerns and desires

Ability to bridge across the sales process by using key sales techniques

Ability to use clear and precise communication with the guests about all details of their vacation

Ability to effectively use designated software to manage the database of guest information

Personal Effectiveness

Ability to display the highest degree of personal integrity takes responsibility for personal growth

Adherence to Schedule and CVP/Consumer Outreach Objectives and Goals

Qualifications:

Fluent English communication skills

3 years of Outbound Sales phone experience

Minimum 2 years College Degree preferred

Knowledge and Skills:

Ability to use sound judgment and qualifying questions to effectively maneuver through the sales booking process

Apply effective sales technique to address all guest concerns and secure the sale on one call

Must consistently demonstrate effectiveness in building relationships and discovering what motivates the guest to buy

Ability to relate to guests and respond to the guests concerns and desires

Ability to bridge across the sales process by using key sales techniques

Ability to use clear professional and precise communication with the guests about all details of their vacation according to brand standards

Ability to display the highest degree of personal integrity and take responsibility for personal and professional growth

Must adhere to assigned schedule and all applicable CVP/Consumer Outreach objectives and goals

Computer knowledge and skills required

35 WPM with 90% Accuracy

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