Finance and Credit Support Specialist

AmaWaterways, LLC•Calabasas, CA

About The Position

This position is primarily responsible for processing cancellations, managing the future-cruise-benefit (FCB) program, and managing specific credits for the reservations team. Performs other related duties as assigned by management.

Requirements

High school diploma or general education degree (GED), or one to three years of sales and/or customer service experience and/or training, or equivalent combination of education and experience.
Computer skills required: Internet Software, Spreadsheet Software, Word Processing Software, Electronic Mail Software, Presentation Software, Reservation Software, Phone Software
Open and willing to work a flexible schedule, including evenings, weekends, and holidays as part of standard scheduling needs.
General knowledge, preferably through personal experience, of world geography, and foreign countries.
Requires a results-oriented customer service and sales professional.
Requires domestic and international travel on an as-needed basis.
Strong active listening skills with the ability to identify concerns, gather relevant information, and respond and act thoughtfully.
Excellent judgment and discretion; ability to handle multiple priorities simultaneously meet deadlines, and handle work-related stress is required.
Friendly, courteous, service-oriented, professional, outgoing, and customer service oriented. Excellent and professional verbal and written communication skills.
Remains calm and professional in stressful situations.
Detail-oriented and works effectively under pressure while meeting all applicable deadlines.
Must be able to work independently and productively with minimum supervision.
Recognizes problems, identifies possible causes, and resolves routine problems.
Ability to establish and maintain a professional atmosphere for colleagues, travel advisors, and customers.

Responsibilities

Monitors, responds, and/or distributes incoming email directed to the reservations support email queues.
Supports the reservations department and other internal departments with questions related to unbalanced bookings, missing or incorrect commission, cancellations, as well as travel insurance claims.
Processes refund requests pre-departure for the reservations department and internal departments.
Advises travel partners and direct guests of confirmed/denied extra hotel requests and other special requests that require advance confirmation.
Performs quality assurance (QA) checks on all bookings that are worked on to ensure accuracy for amenities, discounts, promotions, contact information, travel partner commission, and other critical components.
Corrects mistakes found while performing quality assurance checks on bookings or delegates them to the appropriate department for review and correction.
Accurately processes FCB requests, manages FCB callouts, and constructs FCB builds.
Corrects any FCB errors to help maintain the integrity of the program and ensure no future errors cause monetary loss.
Accurately handles coupon transfers between Seaware Legacy and Seaware 2.0. including but not limited to FCBs.
Accurately handles cruise move exceptions between Seaware legacy and Seaware 2.0. and transferring funds between different systems.
Organizes work activities to meet deadlines and is flexible with adjusting priorities.
Answers and directs telephone correspondence and relays messages as required professionally.
Responds to incoming emails, faxes, and calls involving pre-departure inquiries on existing reservations.
Make outgoing service calls to clients for payment collection and other issues as needed.
Records and distributes after-hours voicemail messages.
Posts FIT wire and check payments to bookings.
Audits all cancellations for accuracy, follows up with invoicing, builds appropriate credits related to cancellations, and confirms with follow-up communication.
Intakes and processes all reservation status/change inquiries from internal departments.
Provides an exceptional guest and travel partner phone experience by assisting with reservation and sales-related processes.
Handles inbound sales calls and works to convert calls into sales, as well as making outbound follow-up calls to potential and existing customers by telephone and email to qualify leads and sell products and services.
Emphasizes features, quotes prices, and payment terms, and ensures accurate guest and payment information collection.
Answers questions and recommend services to address customer concerns and inquiries.
Oversee quality control of bookings to maintain the integrity of the product. Take ownership of confirming the accuracy of bookings and adjusting any necessary updates by updating and maintaining the reservation database and verifying client information.
Manages high call volumes while navigating multiple software systems efficiently.
Creates new river cruise reservations, upsells additional services and features, reviews itinerary details, communicates effectively through multiple channels, generates invoices, and follows up with travel agents and/or direct guests.
Develops and nurtures relationships with travel agencies and/or direct clients.
Performs other related duties as assigned by management.