Guest Resolutions Specialist

CARNIVAL CRUISE LINES; Miami, Northern (FL, KY); Hybrid; USD 36,000 - 54,000; Full time

Benefits offered by this job

Health benefits

401(k) plan with match

Paid time off

Employee discounts

Job summary

Carnival Cruise Line in Florida is seeking an Agent, Resolutions to provide advanced customer service to guests, travel partners, and internal departments, resolving claims fairly and in line with policy.

You will address escalated inquiries, collaborate across departments, and help maintain high guest satisfaction through accurate product/service information and savvy solutions. This is a full-time role with training and weekend shifts.

Qualifications

• High School Diploma or GED required.
• 1+ years minimum of customer service experience.
• Hospitality or contact center experience preferred.
• Excellent verbal and written communication.
• Active listening and empathy essential.
• Troubleshooting and issue resolution per established protocols.
• Ability to convey Carnival’s products and services clearly.
• Strong time management and multitasking capabilities.
• Comfort with technology and basic troubleshooting.

Responsibilities

• Provide accurate information about products, services and policies.
• Aim for one-call resolution and customer satisfaction.
• Collaborate across departments to resolve issues.
• Handle escalated guest inquiries with savvy solutions.
• Follow contact center guidelines; maintain attendance and punctuality.
• Support other areas during peak times.

Skills

Customer service

Communication skills

Active listening

Empathy

Problem solving

Time management

Multitasking

Team collaboration

Calm under pressure

Adaptability

Education

High School Diploma or GED

Job description

Carnival Cruise Line in Florida is seeking an Agent, Resolutions to provide advanced customer service to guests, travel partners, and internal departments, resolving claims fairly and in line with policy.

You will address escalated inquiries, collaborate across departments, and help maintain high guest satisfaction through accurate product/service information and savvy solutions. This is a full-time role with training and weekend shifts.