Resolutions Specialist

MSC Cruises; Fort Lauderdale (FL); On-site; USD 40,000 - 52,000; Full time

Job summary

MSC Cruises USA is seeking a Resolutions Specialist for the Contact Center, focusing on real-time guidance to agents on bookings, policies, and guest service. You will de-escalate issues with empathy and provide first-contact resolutions for guests and travel advisors.

Ideal candidates bring 2+ years in contact centers or related fields, strong CRM experience, and a proven track record in meeting performance metrics. USA Greencard or passport holders preferred.

Qualifications

• 2+ years in contact center, customer service, hospitality, travel, or sales experience.
• Experience using CRM systems and multiple software applications simultaneously.
• Prove ability to achieve key performance metrics in a customer-focused environment.
• USA Greencard or passport holders.

Responsibilities

• Provide real-time support and guidance to Contact Center agents on booking, guest service, and policy related questions.
• Consistently demonstrate superior soft skills and empathy to de-escalate situations.
• Provide immediate solutions for first contact resolution with guests and travel advisors.
• Follow up with guests and travel advisors to provide feedback, and oversee problems through to resolution.

Skills

Customer service

CRM systems

Performance metrics

Work eligibility

Tools

CRM software

Job description

Where passion meets opportunity

The best of your adventures is the one you have yet to sail!

Your Purpose

The Resolutions Specialist serves as a key support resource for Contact Center agents, providing real-time assistance to resolve complex booking-related issues. This role helps drive first-contact resolutions, escalates concerns when appropriate, and acts as a subject matter expert on MSC policies, procedures, and systems.

The ideal candidate is a strong problem solver with excellent communication skills, a passion for helping others succeed, and a proven track record of delivering exceptional guest experiences. This position offers the opportunity to leverage operational expertise while contributing to agent development, process improvement, and overall Contact Center performance.

Your Impact

• Provide real-time support and guidance to Contact Center agents on booking, guest service, and policy related questions
• Consistently demonstrate superior soft skills and empathy to de-escalate situations
• Provide immediate solutions for first contact resolution with guests and travel advisors
• Follow up with guests and travel advisors to provide feedback, and oversee problems through to resolution
• Accept escalated calls from agents and guests/travel advisors to provide next level of support
• Escalate unresolved issues to the department leader when necessary
• Track interactions to support analysis, training, and process improvement activities
• Route and redirect issues to appropriate touchpoints
• Ensure proper resolution, documentation and closure of issues
• Recommend procedure modifications and continuous improvement opportunities to leadership
• Other duties as assigned

Your Journey so far

• Demonstrated history of reliable attendance, strong performance, and professional conduct
• Proven ability to work collaboratively in a team environment and contribute positively to organizational goals and initiatives
• Experience learning, interpreting, and applying company policies, procedures, and systems
• Excellent written and verbal communication skills
• Strong problem-solving abilities with the capacity to troubleshoot complex issues and make sound decisions independently
• Ability to effectively manage multiple priorities in a fast-paced, high-volume environment
• Proven track record of meeting or exceeding performance goals, quality standards, and customer service expectations
• Strong attention to detail and commitment to delivering an exceptional customer experience
• Ability to adapt to changing business needs and work effectively in a dynamic environment
• This position supports a 7-day-a-week operation. Scheduled hours may include evenings, weekends, and holidays. Flexibility is required, as schedules may be adjusted based on business needs. Candidates must be able to remain available and engaged through the end of their scheduled shift, including periods of high call volume.

Your Essentials

• 2+ years’ in contact center, customer service, hospitality, travel, or sales experience
• Experience using customer relationship management (CRM) systems and multiple software applications simultaneously
• Prove ability to achieve key performance metrics in a customer-focused environment
• USA Greencard or passport holders

MSC Cruises USA is an equal opportunity employer that complies with all applicable federal, state, and local laws, rules and regulations. It is our policy to employ and promote qualified candidates without discrimination on the basis of race, color, sex, age, origin, sexual orientation, marital status, disability or any other characteristic protected by law. Our hiring decisions are based solely on merit, qualifications and business needs.

We are committed to building a future that values diverse perspectives, embraces the world beyond borders, and fosters an inclusive environment where every individual feels valued, respected and empowered to be their authentic selves. Our commitment extends to taking meaningful, measurable actions that have a long-term positive impact on our guests, our employees and our planet.