Resolutions Agent (Virtual)

Carnival Corporation•Miami, FL

7h•Remote

About The Position

The Agent, Resolutions is responsible for providing advanced customer service to guests, travel partners, and internal departments ensuring that good customer relations are maintained and customer claims and complaints are resolved fairly, effectively and in accordance with rules, regulations and company policy. The incumbent in this role addresses complex issues to ensure a high level of customer satisfaction. The Agent, Resolutions handles escalated guest inquiries and provides savvy solutions providing accurate information about products, services, and policies.

Requirements

High School Diploma or GED
1+ years Minimum of customer service experience required
Ability to follow Contact Center guidelines, maintain excellent attendance and punctuality.
Excellent verbal and written communication.
Active listening and empathy.
Ability to troubleshoot and resolve issues effectively, in accordance with Carnival’s established protocols and procedures.
Creative thinking to find solutions for unique problems.
Basic technical support and troubleshooting abilities.
In-depth understanding of Carnival’s products and services.
Ability to convey information clearly to customers.
Efficiently handle multiple tasks and prioritize workload.
Ability to manage time effectively in a fast-paced environment.
Strong commitment to providing excellent customer service.
Ability to understand and anticipate guest needs.
Ability to build and maintain positive relationships with guests.
Patience and professionalism in dealing with difficult guests.
Accuracy in documenting guest interactions and requests.
Flexibility to handle a variety of guest interactions and issues.
Ability to adjust to new processes and technologies quickly.
Ability to work collaboratively with team members and other departments.
Willingness to share knowledge and assist colleagues.
Ability to manage and regulate emotions in stressful situations.
Understanding and responding appropriately to the emotions of others
Must be able to remain in a stationary position at a desk and/or computer for extended periods of time

Nice To Haves

Customer service experience in a hospitality industry or Contact Center preferred

Responsibilities

Provides accurate information about products, services, and policies, ensuring customers receive prompt and effective assistance. Works towards one-call resolutions by creatively thinking of solutions that benefit both the guest and the company.
Collaborates with various departments to resolve issues, document interactions and resolutions, and contribute to the continuous improvement of service processes.
Handling escalated guest inquiries and providing savvy solutions, considering the business and guest satisfaction. Troubleshoot and resolve guest issues, escalating complex problems to higher-level support or relevant departments as necessary.
Partners with Coach to ensure consistent service quality. Participates in team meetings and training sessions to stay informed and improve skills. Expectations are to meet and/or exceed performance metrics.
Ability to follow Contact Center guidelines, maintain excellent attendance and punctuality.
Support other areas by handling incoming service calls, contributing to our collective success during peak times.

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 that includes a company match
Employee Stock Purchase plan
Holidays – All full-time and part-time with benefits employees receive days off for 7 company-wide holidays, plus an additional floating holiday to be taken at the employee’s discretion.
Vacation Time – All full-time employees at the manager and below level start with 14 days/year; director and above level start with 19 days/year.
Sick Time – All full-time employees receive 80 hours of sick time each year.
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
Annual cash bonus program