Agent, Virtual Guest Care Support (CCL)

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).

Job Functions:

• 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. 

Knowledge, Skills & Abilities:

• 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.

Qualifications:

• High School Diploma or GED

• Contact Center related skill set is preferred.

• Proficient in Microsoft Word/Excel.

• This position requires a schedule that includes one weekend day with two non-consecutive days off and holidays.

Physical Demands:  Must be able to remain in a stationary position at a desk and/or computer for extended periods of time.  

Travel:  No or little travel likely

Work Conditions:  Work primarily in a climate-controlled environment with minimal safety/health hazard potential.

This position is classified as “remote.”  As a remote role, it allows employees to work full-time from their home. It may also require regular travel to Carnival headquarters in Miami, FL for in-office collaboration.  Sourcing of candidates is primarily done in Carnival’s remote hubs of Orlando, Tampa, Atlanta, Houston, and Dallas.  If the search is extended past those areas, candidates must be located in one of the following U.S. states:  FL, GA, TX and NC 

Offers to selected candidates will be made on a fair and equitable basis, taking into account specific job-related skills and experience.   

At Carnival, your total rewards package is much more than your base salary. All non-sales roles participate in an annual cash bonus program, while sales roles have an incentive plan. Director and above roles may also be eligible to participate in Carnival’s discretionary equity incentive plan. Plus, Carnival provides comprehensive and innovative benefits to meet your needs, including: 

• Health 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  
• Financial Benefits: 
  • 401(k) plan that includes a company match 
  • Employee Stock Purchase plan 
• Paid Time Off 
  • Holidays – 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.  
  • Vacation Time – 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. 
  • Sick Time – 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.   
• Other Benefits 
  • 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  

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