Representative, Cruise - CEL

Position Summary

Cruise Representatives must demonstrate an upbeat and friendly disposition in accordance to The Celebrity Way that exemplifies exceptional verbal communication skills, and a strong commitment to customer satisfaction. Representatives must position and sell Celebrity Cruises products and service on each call. Under the direction of the Reservations Supervisor, Cruise Representatives handle in-bound telephone calls and email inquiries from travel partners and direct guests for the purpose of providing general information regarding pricing and availability, and securing reservations. Additionally, Cruise Representatives service existing bookings and respond to customer inquiries or direct these to the appropriate resource. The position requires compliance with established protocols, procedures, and quality assurance standards. Cruise Representatives must have the ability to conform to pre-determined schedule including daily shifts, breaks, and lunches. Schedules change as required by the business.

Essential Duties And Responsibilities

• Answers in-bound telephone calls from travel partners and direct guest in the North America, Mexico, and LACAR markets
• Answer email based correspondence inquiries from travel partners and direct guests in the same above markets
• Place outbound calls to customers as needed
• Provide general information regarding Celebrity Cruises products, services, and promotions. Quotes prices and availability including cross-selling and upselling; secures reservations, pre/post packages, Flights by Celebrity, CruiseCare (insurance)
• Services existing bookings including making changes to reservations, accepting and recording payments and assisting with arranging guest preferences. Researches and provides information to accommodate special needs
• Enters required information into Celebrity Cruises systems and maintains an accurate history of each reservation and any associated transactions. Uses multiple data base systems, internal computer programs, and various computer-based resources
• Conducts basic research for the purpose of problem resolution and communicates solutions to travel partners and direct guests. Directs non-routine matters to the appropriate Celebrity Cruises resource for special handing and resolution
• Complies with established industry and company protocols and procedures. Understands and complies with company quality assurance standards
• Attends required training classes, completes required on-line training courses and satisfies completion standards; may be assigned special projects and serve on employee committees or task forces
• 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 Team Captain, Supervisor, Lead, or Manager
  
  

Financial Responsibilities

• N/A
  
  

Qualifications

• High School diploma required; Associate degree preferred
• A minimum of six months customer service experience
• 100% fluent English
  
  

Knowledge And Skills

• Ability to accurately perform data entry of both text and numerical information at a rate of at least 35 mpw from both spoken and printed sources
• Ability to quickly learn and maintain knowledge of Celebrity Cruises products and services
• Effective communication skills in spoken and written formats with both internal and external customers; attention to detail
• Ability to work in a fast-paced, metric-driven environment
• Decision making skills in situations where variables exist. Ability to assess situations and make mutually beneficial decisions within established guidelines
• Sales skills, including positioning products, to meet customer needs
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to understand and explain promotions, basic accounting, commissions, and payments
• Demonstrate ability to utilize internal computer software and web-based resources. Ability to learn and utilize multiple systems in completion of job function; view and read PC monitor, training, and referenced material, as well as operate keyboard and PC mouse
• Ability to comply with internal policies, guidelines, and conduct standard
• Properly qualify the customer in order to find their personalized and specific needs versus wants
• Expert in Celebrity Cruises branding (ships, stateroom types and categories, amenities, etc.) and efficiently utilize resources to find the relevant answers
• Ability to proficiently navigate the consumer website and travel partner website to properly guide the travel partner and direct guest
• Attempt to close every sales calls and offering options
  
  

Physical Demands

The physical demands described here are representative of those requirements employees must meet to perform the essential functions of this job with or without reasonable accommodations. While performing job functions the employee is regularly required to sit, and stand, write, review, and type reports, compile data, operate a PC, communicate, listen, and assess information. The employee may move about their office space (or company sponsored office locations) and may lift, push, pull, or move 10-15 pounds. Must be able to sit at a contact center workstation for extended periods. Visual requirements include distant, close and color vision, and ability to adjust focus

Work Environment

Successful candidates must be able to work in a contact center environment, which may include open cubicles within close proximity to others and exposure to background noise. Employees may alternatively be asked to work in a self-contained and personal virtual workplace setting (work from home).