Agent, Guest Care Support

Carnival Corporation•Doral, FL

7h•Remote

About The Position

The Guest Care Support Agent is responsible for providing courteous and competent services to ensure all guests requests are provided in a timely and efficient manner. This position is responsible for communicating and responding via written correspondence and inbound/outbound contact to guests for post-cruise concerns related but not limited to Weddings, Jones Act, Travel Services, Bon Voyage, Group Amenities, Property Recovery, Lost & Found, Photos, CCL Business Development Managers, International, Consumer Agency, Security/Sensitive Matters, Sail & Sign, Travel Hotline and any other issue in a prompt, compassionate and professional manner.

Requirements

Proficient in Microsoft Outlook, Word/Excel.
Technical knowledge and adept at navigating multiple programs and applications simultaneously
Strong conflict resolution and de-escalation skills
Ability to work independently to resolve problems and queries based on experience
Strong keyboarding skills and ability to work with multiple computer applications
Excellent English written/verbal communication skills Exceptional telephone skills –
Friendly and pleasant manner along with active listening and a willingness to engage with callers (incoming and outgoing)
Proficiency with computers, especially with regards to CRM software
Track record of delivering exceptional guest or client experience.
Customer focus and adaptability to different personality types
Ability to multi-task, set priorities and manage time effectively
A patient and empathetic attitude
Highly detail oriented and thorough with excellent documentation skills and sense of personal accountability
Understanding of workplace policies and procedures / Familiarity with team collaboration tools and techniques.
Strong time management and organizational skills
Ability to maintain reliable and consistent attendance / Capacity to be punctual and meet deadlines / Ability to collaborate effectively with colleagues and work as part of a team / Demonstrated professionalism in all interactions and tasks.
High School Diploma required
1+ years Customer service experience, call center environment, in travel or similar industry required
Experience handling a high volume of customer escalations required

Nice To Haves

Associate’s degree in business administration or business management preferred

Responsibilities

Reviewing/investigating and responding to guests concerns/calls related but not limited to Weddings, Jones Act, Travel Services, Bon Voyage, Group Amenities, Property Recovery, Lost & Found, Photos, CCL Business Development Managers, International, Consumer Agency, Security/Sensitive Matters, Sail & Sign, Travel Hotline and any other issue with promptness, compassion, and professionalism. Ensure delivery of timely updates to guests on matters requiring thorough research, maximizing early resolution of issues, minimizing further problems for guests, and keeping guests always updated. Continuously leverage extensive knowledge of the products, empathy, and complaint resolution skills to ensure high levels of guest satisfaction and foster brand loyalty. Sustain an optimal and feasible level of productivity and quality standards by consistently balancing work demands with available resources and time constraints
Contact guests as per their request and/or on escalated matters as outlined in department policies and procedures. Ensure comprehensive and effective responses in order to support the guaranteed customer satisfaction.
Contact appropriate individual or department (i.e. security, shipboard guest services, hotel operations, accounting, and Care Team) as necessary to handle guest call, request, or issue, and follow up with guest to ensure their request has been resolved to their satisfaction
Engage with Lead Agents and/or leadership team promptly and proactively on “challenging” guests, recurring themes, and sensitive issues with media potential for immediate action. Gather information required to fully investigate and respond to complaints, guest inquiries, and complex queries which includes evaluating guest lifetime value and complaint history to determine if additional consideration is needed
Initiate iCare files and accurately document guest interaction, issue type, detailed information regarding root cause of the issue and resolution. Maintain and input precise compensation data to ensure refunds/credits are processed correctly.
Assist Support team with administrative tasks, as needed (ability to flex responsibilities as work volume dictates, i.e. assist with photo/video case research, PRU, correspondence call-backs)
Regularly partake in structured Q&A meetings, dedicating time to dig into specific cases, share valuable insights, and engage in constructive feedback sessions. Support the regular identification and sharing of lessons learnt from complaints, members inquiries and complex/ escalated issues which can be used for service improvement.

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
401(k) plan that includes a company match
Employee Stock Purchase plan
Holidays – All full-time and part-time with benefits employees receive days off for 8 company-wide holidays, plus 2 additional floating holidays 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.
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
On-site Fitness center at our Miami campus