Fun Expert Agent (Virtual)

Carnival Corporation•Miami, FL

11h•Remote

About The Position

The Agent, Fun Expert identifies where the guest is in the booking journey, plans possible itineraries, answers vacation planning questions, notates guest needs and submits future leads to the outbound team. The incumbent in this role, through established sales processes, attempts to convert sales calls into cruise bookings, upsells staterooms, and explains and offers cruise vacation protection. This incumbent also services incoming technical calls pertaining to the company's website and self-service bookings. The Agent, Fun Expert assists customers with pre-cruise sales and creates service cases in the IT help desk system when issues arise that require IT support. At Carnival Cruise Line, our mission is to consistently deliver safe, fun, and memorable vacations at a great value. As the world’s most popular cruise line, we offer a variety of unique experiences across our fleet, ensuring that every voyage is filled with excitement and discovery. From world-class entertainment and dining to exploring stunning destinations, we create lasting memories for our guests while maintaining a dedication to the places we visit and the lives we touch. Join us and embark on a career that offers not only the chance to grow professionally but also the opportunity to be part of a global community that makes a difference. In addition to other duties/functions, this position requires full commitment and support for promoting ethical and compliant culture. More specifically, this position requires integrity, honesty, and respectful treatment of others, as well as a willingness to speak up when they see misconduct or have concerns.

Requirements

High School Diploma
6 months - 1 year previous sales and customer service
Ability to work 1:30-10 during the week and 1 weekend day shift from 9-6pm est.
Ability to complete 7 consecutive weeks of initial training (1st 5 weeks Monday – Friday | 9:30 AM – 6:30 PM EST; 2nd 2 weeks of training Monday- Friday | 1:30-10pm est)
Must have your own equipment
Must have a quiet, distraction-free workspace
High-speed internet
Consistent and reliable attendance
Working knowledge of Tour Operator Gateway, Goccl Amin Tool, Glasstable, Fun Shops and Log on as User through Carnival Dash.
Knowledge of Microsoft office products
Demonstrates creative problem-solving skills and a good balance between company revenue objectives and customer satisfaction.
Exceed customer expectations with guidance, knowledge, and a real passion for travel.
Ability to provide thorough and complete information regarding booking a cruise including quoting various promotions and targeted offers
Ability to explain technical information to guests in a simple and clear manner.
Excellent verbal and written communication skills for interfacing with guests and internal teams, as well as the ability to effectively prioritize and manage time.
Ability to demonstrate excellent adherence to schedule.
Ability to multi-task across multiple systems and applications, and comfortably navigate a desktop environment.
Can effortlessly engage, explaining step by step vacation solutions with patience and an approach tailored to each individual guest.
Proactive approach to privacy and security, ensuring that all guest interactions and data handling meet the highest standards of compliance and ethical conduct.
Must be able to remain in a stationary position at a desk and/or computer for extended periods of time.
Must have the ability to work various schedules that are assigned including evenings and weekends.

Responsibilities

Handles incoming calls from guests and travel advisers who are experiencing technical issues with Carnival's website, Travel Agent Portal, (GOCCL), Funshops, Online Check-in and Pre-Sale portals.
Troubleshoots user-facing technical issues and escalates more complex issues needing IT support via the case- generating IT system.
Completes pre-sale transactions. Provides guidance to guests on navigating cruise manager and other self-service applications.
Answers questions related to shore excursions such as: ticket availability, excursion distances, etc. Assists guest with comparing excursion options base on their preferences.
Handles incoming calls to service fun shop inquiries and process fun shop and gift orders.
Guides travel advisers through Goccl functions and features including but not limited to: creating online profiles, and creating and servicing singular and group bookings. Educated them on available resources.
Handles incoming sales calls from consumers interested in booking a cruise vacation. Aids in converting those calls into cruise bookings by documenting consumer preferences and needs and submitting the notes as leads to the outbound sales team.
Participates in feedback and coaching sessions from the Coach and Quality Assurance team. Contributes to team meetings and participate in on-going training.
Support other areas by handling incoming service calls, contributing to our collective success during peak times
Performs other duties as assigned
Complies with all policies and standards

Benefits

Annual cash bonus program (for non-sales roles)
Incentive plan (for sales roles)
Discretionary equity incentive plan (for Director and above roles)
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 that includes a company match
Employee Stock Purchase plan
Days off for 7 company-wide holidays, plus an additional floating holiday
Vacation Time (14 days/year for manager and below; 19 days/year for director and above; part-time based on hours)
Sick Time (80 hours/year for full-time; part-time based on hours)
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