Fun Expert Agent October (Virtual)

Carnival Corporation

Miami (FL)

Remote

USD 35,000 - 45,000

Full time

14 days+

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Benefits offered by this job

Health benefits including medical, dental, and vision

401(k) plan with company match

Paid time off including holidays and vacation days

Employee discounts on cruises

Tuition reimbursement and development resources

Job summary

A leading cruise line is seeking a Fun Expert Agent to assist customers with cruise bookings and technical inquiries. This role requires a High School Diploma and sales experience. You will handle customer calls, troubleshoot issues, and work collaboratively to enhance customer satisfaction. The position offers competitive benefits, including health coverage and paid time off.

Qualifications

High School Diploma REQUIRED.
6 months - 1 year previous sales and customer service REQUIRED.
Excellent verbal and written communication skills.

Responsibilities

Handles incoming calls from guests with technical issues.
Completes pre-sale transactions.
Participates in coaching sessions and ongoing training.

Skills

Sales experience

Customer service

Technical troubleshooting

Communication skills

Problem-solving

Education

High School Diploma

Tools

Microsoft Office

Tour Operator Gateway

Goccl Amin Tool

Job description

Join to apply for the Fun Expert Agent October (Virtual) role at Carnival Corporation.

The Agent, Fun Expert identifies where the guest is in the booking journey, plans possible itineraries, answers vacation planning questions, notes guest needs and submits future leads to the outbound team. Through established sales processes, the incumbent attempts to convert sales calls into cruise bookings, upsell staterooms, and explain and offer cruise vacation protection. The role also handles incoming technical calls pertaining to the company's website and self-service bookings. The Agent assists customers with pre-cruise sales and creates service cases in the IT help desk system when issues arise that require IT support.

Essential Functions

Handles incoming calls from guests and travel advisers who are experiencing technical issues with Carnival's website, Travel Agent Portal, (GOCCL), Funshops, Online Check-in and Pre-Sale portals.
Troubleshoots user-facing technical issues and escalates more complex issues needing IT support via the case-generating IT system.
Completes pre-sale transactions. Provides guidance to guests on navigating cruise manager and other self-service applications.
Answers questions related to shore excursions such as: ticket availability, excursion distances, etc. Assists guest with comparing excursion options based on their preferences.
Handles incoming calls to service Fun Shop inquiries and processes Fun Shop and gift orders.
Guides travel advisers through Goccl functions and features including but not limited to: creating online profiles, and creating and servicing singular and group bookings. Educates them on available resources.
Handles incoming sales calls from consumers interested in booking a cruise vacation. Aids in converting those calls into cruise bookings by documenting consumer preferences and needs and submitting the notes as leads to the outbound sales team.
Participates in feedback and coaching sessions from the Coach and Quality Assurance team. Contributes to team meetings and participates in ongoing training.
Supports other areas by handling incoming service calls, contributing to our collective success during peak times.
Performs other duties as assigned.
Complies with all policies and standards.

Knowledge, Skills, & Abilities

High School Diploma REQUIRED
6 months - 1 year previous sales and customer service REQUIRED
Consistent and reliable attendance is an essential function of the role.
Working knowledge of Tour Operator Gateway, Goccl Amin Tool, Glasstable, Fun Shops and Log on as User through Carnival Dash.
Knowledge of Microsoft Office products required.
Demonstrates creative problem-solving skills and a good balance between company revenue objectives and customer satisfaction.
Exceed customer expectations with guidance, knowledge, and a real passion for travel.
Ability to provide thorough and complete information regarding booking a cruise including quoting various promotions and targeted offers.
Ability to explain technical information to guests in a simple and clear manner.
Excellent verbal and written communication skills for interfacing with guests and internal teams, and the ability to effectively prioritize and manage time.
Ability to demonstrate excellent adherence to schedule.
Ability to multi-task across multiple systems and applications, and comfortably navigate a desktop environment.
Can effortlessly engage, explaining step by step vacation solutions with patience and an approach tailored to each individual guest.
Proactive approach to privacy and security, ensuring that all guest interactions and data handling meet the highest standards of compliance and ethical conduct.
Must be able to remain in a stationary position at a desk and/or computer for extended periods of time.
Must have the ability to work various schedules that are assigned including evenings and weekends.

Benefits

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
- Only applicants in FL, GA, TX, NC can apply

About Us

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. From world-class entertainment and dining to exploring stunning destinations, we create lasting memories for our guests while maintaining a dedication to the places we visit and the lives we touch. 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. More specifically, this position requires integrity, honesty, and respectful treatment of others, as well as a willingness to speak up when they see misconduct or have concerns.

Carnival Corporation & plc 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.

Seniority level