Casino Sales and Support Specialist (Remote- Jan 2027- FL, GA, TX, NC only)

Carnival Corporation; Texas; Remote; USD 32,000 - 54,000; Full time

Benefits offered by this job

Medical, dental & vision plans

Employee Assistance Program

Company paid life insurance

Disability coverage

Employee Stock Purchase Plan

7 company holidays + floating holiday

Vacation time: 14+ days/year (varies)

Sick time: 80 hours/year

Tuition reimbursement

Job summary

Carnival Cruise Line is seeking a Specialist, Casino Sales & Support to service inbound calls from direct Carnival and land-based casino guests and travel partners. You will handle new bookings, upgrades, and changes while delivering an exceptional guest experience.

The role requires 1+ year of customer service experience, completion of a 6-week training program, and the ability to work EST evenings including weekends. Proficiency in Microsoft Office is expected and multitasking is essential.

Qualifications

• High School Diploma required.
• 1+ years of Customer Service Call Center experience required.
• Must attend 6 weeks of training Monday–Friday 9:30–6:30pm EST.
• After training, you must be able to work 1:30–10:00pm EST, including a weekend day 9:30–6:00pm EST.
• Proficient with Microsoft Office (Outlook, Word, Excel, PowerPoint, Teams, Viva Engage).
• Ability to complete multiple projects and communicate to upper management.
• Passion for delivering exceptional customer service using internal tools to assist and take ownership for first time resolution.
• Strong computer literacy and numeracy skills and keen attention to detail.

Responsibilities

• Serve as the primary contact for inbound calls from Carnival guests and partners.
• Handle sales and service for casino guests, including new bookings, upgrades, and changes.
• Resolve issues and inquiries via phone while delivering an outstanding guest experience.
• Participate in ongoing feedback, coaching, and team meetings.
• Perform call-backs/projects as requested by management and comply with policies.

Skills

Customer service

Phone support

Multitasking

Education

High School Diploma

Tools

Outlook

Word

Excel

PowerPoint

Teams

Viva Engage

Job description

The Specialist, Casino Sales & Support is the primary contact for servicing incoming calls from direct Carnival and land-based casino guests and travel partners. The incumbent in this role is responsible for sales and service to casino guests which includes, new casino bookings, booking upgrades, and reservation changes. The Specialist, Casino Sales and Support resolves issues and inquiries via phone support while delivering an outstanding guest experience. Handles inbound sales and service calls with varying degrees of complexity from casino guests. Serves as the primary customer service representative in processing or responding to customer concerns and/or inquiries. Actively participate in on-going feedback and coaching sessions from Quality Assurance, Coaches, as well as contribute to team meetings.

Perform call-backs/projects to service casino guests as requested by the executive casino host, our casino operations team and/or other members of management/lead department. Complies with all policies and standards.

High School Diploma required.

~1+ years of Customer Service Call Center experience required.

~ Must be able to attend 6 weeks of training M- F 9:30-6:30pm est.

~ After training, you must be able to work 1:30-10pm est, including a weekend day from 9:30-6pm est.

Proficient with Microsoft Office (Outlook, Word, Excel, PowerPoint, Teams, Viva Engage).

Ability to complete multiple projects, implement decision strategies and effectively communicate to upper management.

Have a passion for delivering exceptional customer service using internal tools to assist and take ownership resulting in first time resolution.

Have strong computer, literacy and numeracy skills, and a keen attention to detail with the ability to multitask.

Ability to quickly adapt, learn and apply knowledge to current and changing software.

Ability to adhere to departmental policies and guidelines.

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

#LI-Remote

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.

• 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:
• Employee Stock Purchase plan

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; Part-time with benefits employees receive time off based on the number of hours they work, with a minimum of 84 hours/year. 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.

Personal and professional learning and development resources including tuition reimbursement.

About the Company

At Carnival Cruise Line, our mission is to consistently deliver safe, fun, and memorable vacations at a great value. As the world’s most popular cruise line, we offer a variety of unique experiences across our fleet, ensuring that every voyage is filled with excitement and discovery. Join us and embark on a career that offers not only the chance to grow professionally but also the opportunity to be part of a global community that makes a difference.

In addition to other duties/functions, this position requires full commitment and support for promoting ethical and compliant culture. Carnival Corporation and Carnival Cruise Line is an equal employment opportunity/affirmative action employer. In this regard, it does not discriminate against any qualified individual on the basis of sex, race, color, national origin, religion, sexual orientation, age, marital status, mental, physical or sensory disability, or any other classification protected by applicable local, state, federal, and/or international law.