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

Carnival Corporation•Miami, FL

6d•Remote

About The Position

The Casino Sales and Support Specialist is the primary point of contact for incoming calls from Carnival and land-based casino guests and travel partners. The role provides sales and service support, including creating casino bookings, upgrading bookings, and making reservation changes. The Specialist resolves guest issues and inquiries by phone while delivering an outstanding guest experience. Excellent attendance and punctuality are essential functions of the position. This remote role is open only to applicants in Florida, Georgia, Texas, and North Carolina. The employee must attend six weeks of training Monday through Friday, 9:30 a.m.–6:30 p.m. Eastern time. After training, the schedule is 1:30–10:00 p.m. Eastern time and includes one weekend day, scheduled 9:30 a.m.–6:00 p.m. Eastern time. The position requires full commitment to promoting an ethical and compliant culture, including integrity, honesty, respectful treatment of others, and willingness to report misconduct or concerns.

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.–6:30 p.m. Eastern time.
Ability to work 1:30–10:00 p.m. Eastern time after training, including one weekend day from 9:30 a.m.–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 with upper management.
Strong interpersonal skills and ability to work both independently and as part of a team.
Self-starter with a strong work ethic.
Passion for 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 creative thinking.
Excellent schedule adherence, attendance, and punctuality.
Ability to adhere to departmental policies and guidelines.
Ability to remain stationary at a desk and/or computer for extended periods.

Responsibilities

Handle inbound sales and service calls of varying complexity from casino guests.
Serve as the primary customer service representative for processing or responding to customer concerns and inquiries.
Meet or exceed departmental productivity standards and goals while maintaining high guest satisfaction.
Update promotions on reservations and waive penalties or fees when appropriate to resolve issues and maintain guest goodwill.
Collaborate with cross-functional departments to respond positively and promptly to guest needs.
Partner with internal departments, including PVPs, Services, and Fun Experts, to assist casino guest bookings and maximize booking revenue.
Participate in ongoing feedback and coaching sessions with 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, management, or lead department.
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.
Company-wide holidays plus an additional floating holiday for eligible employees.
Vacation time, with amounts based on employment status and level, and additional accrual with tenure.
Sick time for eligible employees.
Complimentary standby cruises, employee discounts on confirmed cruises, and 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 have an incentive plan.