Advisor, Customer Experience Service (Evergreen)

Royal Caribbean Group; Evergreen (CO); On-site; USD 32,000 - 45,000; Full time

Job summary

Royal Caribbean Group is seeking an Advisor, Customer Experience Service (Evergreen) to handle in-bound sales and service calls from Travel Partners and direct guests. You will assist customers with pricing, availability, and reservations, while ensuring accurate data entry and adherence to protocols.

Responsibilities include quoting prices, securing bookings, making changes to reservations, processing payments, and providing exceptional service.

Qualifications

• High School Diploma required; associate degree preferred.
• At least 6 months of customer service experience.
• Ability to type 35 wpm with accuracy from spoken or printed sources.
• Excellent verbal and written communication with customers.
• Sales skills to position products and meet customer needs.
• Ability to use and learn multiple computer systems and tools.

Responsibilities

• Answer inbound calls from travel partners and direct guests with a friendly, upbeat demeanor and strong commitment to customer satisfaction.
• Provide general information on Royal Caribbean products, services and promotions; quote prices and availability; secure bookings.
• Handle changes to reservations, process payments, and accommodate guest preferences in existing bookings.
• Enter required information into Royal Caribbean systems and maintain accurate reservation histories.
• Research and resolve issues, escalating non-routine matters to the appropriate resource.
• Participate in required training and may be assigned to special projects or committees.

Skills

Customer service

Data entry

Sales skills

Communication

Problem solving

Education

High School Diploma

Associate degree preferred

Job description

Advisor, Customer Experience Service (Evergreen)

Under the direction of a Reservations Supervisor, handles in-bound sales and service telephone calls from Travel Partners and/or direct guests. This role requires them to provide assistance to our customers with shopping for pricing and availability as well as those servicing existing reservations. The reservation Agent is expected to respond to customer inquiries or direct these to the appropriate resource. They are required to comply with established protocols, procedures, and quality assurance standards. Team members must have the ability to confirm a pre-determined schedule including daily shifts, breaks and lunches. Schedules may change as required by the business.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Answers in-bound telephone calls from travel partners and/or direct guests with an upbeat and friendly disposition, exceptional verbal communication skills, and a strong commitment to customer satisfaction. Provides general information regarding Royal Caribbean products, services and promotions. Quotes prices and availability including cross-selling and up-selling. Secures bookings.

Services existing bookings including making changes to reservations, accepting and recording payments and assisting travel partners with arranging guest preferences. Researches and provides information in order to accommodate special needs.

Enters required information into Royal Caribbean 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/or guests. Directs non-routine matters to the appropriate Royal Caribbean resource for special handling and resolution

Complies with established industry and company protocols and procedures. Understands and complies with company quality assurance standards

Attends required training classes, completed required on-line virtual training courses and satisfies completion standards. May be assigned to special projects and may serve on employee committees

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

QUALIFICATIONS, KNOWLEDGE AND SKILLS:

High School Diploma required associate degree preferred

A minimum of six months customer service experience

Ability to accurately perform data entry of both text and numeric information at a rate of at least 35 wpm from both spoken and printed sources

Effective communication skills in spoken and written formats with both internal and external customers.

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

Demonstrated ability to utilize internal computer software and web-based resources. Ability to learn and utilize multiple systems in completion of job functions

Ability to comply with internal policies, guidelines and conduct standards