Virtual Guest Care Support Agent

Job 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 and any other issue in a prompt, compassionate and professional manner.

Essential Functions:

• Reviewing/investigating and responding to guests concerns/calls 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 and any other issue with promptness, compassion, and professionalism. Ensure delivery of timely updates to guests on matters requiring thorough research, maximizing early resolution of issues, minimizing further problems for guests, and keeping guests always updated. Continuously leverage extensive knowledge of the products, empathy, and complaint resolution skills to ensure high levels of guest satisfaction and foster brand loyalty. Sustain an optimal and feasible level of productivity and quality standards by consistently balancing work demands with available resources and time constraints
• Contact guests as per their request and/or on escalated matters as outlined in department policies and procedures. Ensure comprehensive and effective responses in order to support the guaranteed customer satisfaction
• Contact appropriate individual or department (i.e. security, shipboard guest services, hotel operations, accounting, and Care Team) as necessary to handle guest call, request, or issue, and follow up with guest to ensure their request has been resolved to their satisfaction
• Engage with Lead Agents and/or leadership team promptly and proactively on “challenging” guests, recurring themes, and sensitive issues with media potential for immediate action.  Gather information required to fully investigate and respond to complaints, guest inquiries, and complex queries which includes evaluating guest lifetime value and complaint history to determine if additional consideration is needed
• Assist Support team with administrative tasks, as needed (ability to flex responsibilities as work volume dictates, i.e. assist with photo/video case research, PRU, correspondence call-backs)
• Assist Support team with administrative tasks, as needed (ability to flex responsibilities as work volume dictates, i.e. assist with photo/video case research, PRU, correspondence call-backs)
• Regularly partake in structured Q&A meetings, dedicating time to dig into specific cases, share valuable insights, and engage in constructive feedback sessions. Support the regular identification and sharing of lessons learnt from complaints, members inquiries and complex/ escalated issues which can be used for service improvement

Qualifications:

• Education:  High School diploma required.  Associate’s degree in business administration or business management
• Work Experience:  1+ years customer service experience, call center environment, in travel or similar industry required.  Experience handling a high volume of customer escalations required.

Knowledge, Skills & Abilities:

• 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 and a willingness to engage with callers (incoming and outgoing
• 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 and sense of personal accountability

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

Travel:   No travel

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

Specific Work Conditions:  Weekend and Holiday shifts are required.  Assigned schedules will vary and may be changed at any time based on business need.

This position is classified as “remote.”  As a remote role, it allows employees to work full-time from the comfort of 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 

The hourly rate is $17.00.  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 7 company-wide holidays, plus an additional floating holiday 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  
  • On-site preschool program and wellness center at our Miami campus 

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