Fun Expert Agent (Remote) Jan 2027 FL, GA, TX, NC Only

Carnival Corporation•Miramar, FL

8d•Remote

About The Position

The Fun Expert Agent identifies where guests are in the booking journey, plans possible itineraries, answers vacation-planning questions, records guest needs, and submits future leads to the outbound team. Using established sales processes, the agent works to convert sales calls into cruise bookings, upsell staterooms, and explain and offer cruise vacation protection. The role also handles pre-cruise sales and incoming technical calls related to Carnival’s website and self-service booking tools, creating IT help desk cases when issues require support. The agent assists guests and travel advisers with website, portal, Funshop, online check-in, and pre-sale issues; completes pre-sale transactions; answers shore excursion questions; processes Funshop and gift orders; and guides travel advisers through GOCCL features and booking processes. The agent documents consumer preferences and needs for leads, participates in coaching and training, supports other service areas during peak times, and performs other assigned duties while complying with company policies and standards. This is a full-time remote role for applicants located in Florida, Georgia, Texas, or North Carolina. The regular schedule includes weekday hours of 1:30–10:00 and one weekend day from 9:00 a.m.–6:00 p.m. Eastern Time. Initial training lasts seven consecutive weeks: the first five weeks are Monday–Friday, 9:30 a.m.–6:30 p.m. Eastern Time, followed by two weeks Monday–Friday, 1:30–10:00 p.m. Eastern Time. Employees must provide their own supported equipment and a quiet, distraction-free workspace. A $750 equipment stipend is offered after 90 days. High-speed internet is required; Wi-Fi-only setups are not permitted. MacBooks, Chromebooks, and iPads are unsupported.

Requirements

High school diploma required.
Six months to one year of previous sales and customer service experience required.
Must be able to work weekday hours of 1:30–10:00 and one weekend day from 9:00 a.m.–6:00 p.m. Eastern Time, as well as assigned schedules that may include evenings and weekends.
Must provide personal equipment; MacBooks, Chromebooks, and iPads are not supported.
Must have a quiet, distraction-free workspace.
High-speed internet is required; Wi-Fi-only setups are not permitted.
Consistent and reliable attendance is an essential function of the role.
Working knowledge of Tour Operator Gateway, GOCCL Admin Tool, Glasstable, Fun Shops, and Log on as User through Carnival Dash.
Knowledge of Microsoft Office products.
Creative problem-solving skills and the ability to balance company revenue objectives with customer satisfaction.
Ability to provide thorough information about cruise bookings, including quoting promotions and targeted offers.
Ability to explain technical information clearly and simply to guests.
Excellent verbal and written communication skills for interacting with guests and internal teams.
Ability to prioritize and manage time effectively and adhere to a schedule.
Ability to multitask across multiple systems and applications and navigate a desktop environment.
Ability to explain vacation solutions step by step with patience and tailor the approach to each guest.
Proactive approach to privacy and security, ensuring guest interactions and data handling meet compliance and ethical standards.
Ability to remain stationary at a desk and/or computer for extended periods.

Responsibilities

Handle incoming technical calls from guests and travel advisers involving Carnival’s website, GOCCL, Funshops, Online Check-in, and Pre-Sale portals.
Troubleshoot user-facing technical issues and escalate complex issues requiring IT support through the IT case-generating system.
Complete pre-sale transactions and guide guests through Cruise Manager and other self-service applications.
Answer shore excursion questions, including ticket availability and excursion distances, and help guests compare options based on their preferences.
Handle Funshop inquiries and process Funshop and gift orders.
Guide travel advisers through GOCCL features, including creating online profiles and creating or servicing individual and group bookings; educate them about available resources.
Handle incoming consumer sales calls and work to convert them into cruise bookings by recording preferences and needs and submitting leads to the outbound sales team.
Upsell staterooms and explain and offer cruise vacation protection.
Participate in feedback and coaching sessions with the Coach and Quality Assurance team.
Contribute to team meetings and ongoing training.
Support other areas by handling incoming service calls during peak times.
Comply with company policies and standards and perform other duties as assigned.

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 a floating holiday for eligible employees.
Vacation time, with additional vacation time gained with tenure.
Annual sick time for eligible employees.
Complimentary stand-by cruises and employee discounts on confirmed cruises.
Special cruise 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.
$750 equipment stipend after 90 days.