Fun Expert Agent

Carnival Corporation•Miami, FL

4d•Remote

About The Position

The Agent, Fun Expert supports guests and travel advisers throughout the cruise booking journey. The role answers vacation-planning questions, plans possible itineraries, records guest needs, and submits future leads to the outbound sales team. Using established sales processes, the agent works to convert incoming sales calls into cruise bookings, upsells staterooms, and explains and offers cruise vacation protection. The position also handles incoming technical calls about Carnival’s website and self-service booking tools, assists with pre-cruise sales, and creates IT help-desk cases when issues require technical support. The role is full-time and remote, with applicants limited to Florida, Georgia, Texas, and North Carolina. The schedule includes weekday hours of 1:30–10 p.m. and one weekend day from 9 a.m.–6 p.m. EST. Initial training lasts seven consecutive weeks: the first five weeks are Monday–Friday, 9:30 a.m.–6:30 p.m. EST, and the final two weeks are Monday–Friday, 1:30–10 p.m. EST. A quiet, distraction-free workspace and high-speed internet connection are required; Wi-Fi-only setups are not permitted. Agents must provide their own equipment. A $750 stipend is offered after 90 days. MacBooks, Chromebooks, and iPads are not supported. The position is for the January 2027 class.

Requirements

High school diploma required.
Six months to one year of previous sales and customer service experience required.
Must be able to work 1:30–10 p.m. during the week and one weekend day from 9 a.m.–6 p.m. EST; various assigned schedules, including evenings and weekends, may be required.
Must complete seven consecutive weeks of initial training on the stated schedule.
Must provide personal equipment; MacBooks, Chromebooks, and iPads are not supported.
Must have high-speed internet; Wi-Fi-only setups are not permitted.
Must have a quiet, distraction-free workspace.
Consistent and reliable attendance is an essential function of the role.
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.
Creative problem-solving skills and the ability to balance company revenue objectives with customer satisfaction.
Ability to provide thorough and complete cruise-booking information, including quoting promotions and targeted offers.
Ability to explain technical information to guests in a simple, clear manner.
Excellent verbal and written communication skills for interacting with guests and internal teams.
Ability to prioritize and manage time effectively and demonstrate excellent schedule adherence.
Ability to multitask across multiple systems and applications and comfortably navigate a desktop environment.
Ability to explain vacation solutions step by step with patience and an approach tailored to each guest.
Proactive approach to privacy and security, including compliant and ethical handling of guest data.
Ability to remain stationary at a desk and/or computer for extended periods.

Responsibilities

Handle incoming calls from guests and travel advisers experiencing technical issues with Carnival’s website, Travel Agent Portal (GOCCL), Funshops, Online Check-in, and Pre-Sale portals.
Troubleshoot user-facing technical issues and escalate more complex issues requiring IT support through the case-generating IT system.
Complete pre-sale transactions and guide guests in using 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 Fun Shop inquiries and process Fun Shop and gift orders.
Guide travel advisers through GOCCL functions and features, including creating online profiles and creating and servicing individual and group bookings; educate them about available resources.
Handle incoming consumer sales calls, document preferences and needs, and submit notes as leads to the outbound sales team to help convert calls into cruise bookings.
Participate in feedback and coaching sessions with the Coach and Quality Assurance team, contribute to team meetings, and participate in ongoing training.
Support other areas by handling incoming service calls during peak periods.
Perform other duties as assigned and comply with all policies and standards.
Provide complete information about cruise bookings, including promotions and targeted offers, and balance company revenue objectives with customer satisfaction.
Protect guest privacy and security, and handle guest data in accordance with compliance and ethical standards.

Benefits

$750 equipment stipend after 90 days.
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.
Seven company-wide holidays off plus one floating holiday for full-time and part-time employees with benefits.
Full-time employees at manager level and below start with 14 vacation days per year; vacation time increases with tenure.
Full-time employees receive 80 hours of sick time each year.
Complimentary stand-by cruises, employee discounts on confirmed cruises, and special rates for family and friends.
Personal and professional learning and development resources, including tuition reimbursement.
Sales roles participate in an incentive plan.