Inbound Sales

Crystal Cruises•Aventura, FL

About The Position

Crystal Cruises is seeking a highly motivated and experienced professional to join its Trade Reservations Team. As a member of the inbound sales team, the employee drives revenue by closing cruise sales from inbound calls and supporting Travel Partners. The role is suited to someone with sales ability, an interest in luxury travel, and a strong commitment to service excellence. The position involves selling luxury cruises and optional packages, handling calls and booking inquiries, maintaining accurate reservations and documentation, and providing consultative service to direct guests and Travel Partners. The employee uses CRM and reservation systems, keeps current on company products and travel requirements, monitors emails and confirmations, and works with other departments to support a seamless booking experience. The role also includes training, sales development, and participation in departmental and company-wide initiatives. This is a full-time office-based position with Monday–Friday hours, multiple shift options, and occasional weekend work. Occasional overtime may be required. The office environment has quiet-to-moderate noise. The job description notes that duties may change and may include other job-related functions as assigned.

Requirements

Minimum 1 year of sales experience in a call center environment.
Strong verbal communication skills, including professional telephone etiquette.
Strong customer service skills.
Ability to answer calls promptly and professionally and provide the required high-quality service.
Excellent interpersonal skills and ability to tactfully handle difficult travel agents and guests.
Courteous, positive, team-player attitude.
Ability to provide knowledgeable, friendly, and efficient service.
Responsibility for maintaining thorough knowledge of products, policies, and procedures.
Ability to quickly learn and maintain current knowledge of Crystal Cruises products and services.
Demonstrated effort to secure reservations by requesting a new booking on all rate quotes.
Ability to view and read a PC monitor, training materials, and reference materials, and operate a keyboard and PC mouse, with reasonable accommodation.
Ability to remain seated for an extended period corresponding to the scheduled shift, with reasonable accommodation.
Flexibility to work any schedule, including late shifts and weekends.

Nice To Haves

College degree preferred.
Two years of sales and luxury customer service experience preferred.
Demonstrated knowledge of Microsoft Office applications.
CRM system experience.
Experience with travel reservations systems.

Responsibilities

Meet or exceed sales goals by booking luxury cruises and optional packages, including air, hotel, land, and insurance.
Handle inbound phone calls professionally, courteously, and efficiently.
Demonstrate product knowledge and answer questions about Crystal Cruises ships, destinations, itineraries, and policies.
Ensure accuracy in bookings and call documentation.
Answer calls promptly to minimize abandonment rates.
Collect complete profile data in OneIS and seek conversions, including on calls that do not result in bookings.
Monitor confirmation emails and resolve issues promptly.
Review incoming department emails and route them appropriately.
Assist Travel Partners with questions, troubleshooting, and updates on new or existing bookings.
Provide consultative, high-quality service to direct guests and Travel Partners.
Collaborate across departments to support a seamless cruise booking and service experience.
Use CRM and reservation systems to maintain guest history and follow-ups.
Participate in ongoing training and sales performance development.
Stay updated on Crystal offerings and travel requirements, such as visas and vaccines.
Recommend improvements to processes, systems, and the guest experience.
Support departmental and company-wide sales initiatives and projects.
Perform other job-related functions as assigned.