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

Carnival Corporation•Miramar, FL

5d•Remote

About The Position

The Casino Sales and Support Specialist is the primary contact for servicing incoming calls from direct Carnival and land-based casino guests and travel partners. This role provides sales and service to casino guests, including creating new casino bookings, upgrading bookings, and making reservation changes. The Specialist resolves issues and inquiries by phone while delivering an outstanding guest experience. Excellent attendance and punctuality are essential functions of the role. This is a remote position open only to applicants in Florida, Georgia, Texas, and North Carolina. The role requires six weeks of training, Monday through Friday, from 9:30 a.m. to 6:30 p.m. Eastern Time. After training, the schedule is 1:30 p.m. to 10:00 p.m. Eastern Time, including one weekend day from 9:30 a.m. to 6:00 p.m. Eastern Time.

Requirements

High school diploma.
At least 1 year of customer service call center experience.
Experience navigating and handling escalated issues.
High-speed internet.
Ability to attend six weeks of training Monday through Friday, 9:30 a.m. to 6:30 p.m. Eastern Time.
After training, availability to work 1:30 p.m. to 10:00 p.m. Eastern Time, including one weekend day from 9:30 a.m. to 6:00 p.m. Eastern Time.
Proficiency with Microsoft Office, including Outlook, Word, Excel, PowerPoint, Teams, and Viva Engage.
Ability to work in a fast-paced environment with heavy call volume and prioritize multiple tasks.
Excellent verbal and written communication and organizational skills.
Ability to complete multiple projects, implement decision strategies, and communicate effectively to upper management.
Strong interpersonal skills and ability to work both on a team and independently.
Self-starter with a strong work ethic.
Passion for delivering exceptional customer service, using internal tools, taking ownership, and achieving first-time resolution.
Strong computer, literacy, and numeracy skills; keen attention to detail; and ability to multitask.
Ability to adapt quickly, learn, and apply knowledge to current and changing software.
Problem-solving skills and ability to think creatively.
Excellent schedule adherence, attendance, and punctuality.
Ability to follow departmental policies and guidelines.
Ability to remain in a stationary position at a desk and/or computer for extended periods.
Applicant must reside in Florida, Georgia, Texas, or North Carolina.

Responsibilities

Handle inbound sales and service calls of varying complexity from casino guests.
Process or respond to customer concerns and inquiries as the primary customer service representative.
Meet or exceed departmental productivity standards and goals while maintaining a high level of guest satisfaction.
Update promotions on reservations and/or waive penalties and fees to resolve issues and maintain guest goodwill.
Collaborate with cross-functional departments to respond positively and promptly.
Partner with internal departments, including PVPs, Services, and Fun Experts, to assist with casino guest bookings and maximize booking revenue.
Participate in ongoing feedback and coaching sessions from Quality Assurance and coaches, and contribute to team meetings.
Perform callbacks and projects to service casino guests as requested by the executive casino host, casino operations team, or other management or lead department members.
Perform other duties as assigned and comply with all policies and standards.

Benefits

Cost-effective medical, dental, and vision plans.
Employee Assistance Program and other mental health resources.
Company-paid term life insurance and disability coverage.
401(k) plan with company match.
Employee Stock Purchase plan.
Paid time off, including company-wide holidays and an additional floating holiday for eligible employees.
Vacation time, with additional vacation accrued based on tenure.
Annual sick time for eligible employees.
Complimentary stand-by cruises and employee discounts on confirmed cruises.
Special rates for family and friends.
Personal and professional learning and development resources, including tuition reimbursement.
Annual cash bonus program for non-sales roles; sales roles participate in an incentive plan.
Director-and-above roles may be eligible for Carnival’s discretionary equity incentive plan.