Cruise, Representative

Position Summary

Cruise Representatives must demonstrate an upbeat and friendly disposition by The Celebrity Way that exemplifies exceptional verbal communication skills and a strong commitment to customer satisfaction. Representatives must position and sell Celebrity Cruises products and services on each call. Under the direction of the Reservations Supervisor, Cruise Representatives handle inbound telephone calls and email inquiries from travel partners and direct guests to provide general information regarding pricing and availability, and secure reservations. Additionally, Cruise Representatives service existing bookings and respond to customer inquiries or direct these to the appropriate resource. The position requires compliance with established protocols, procedures, and quality assurance standards. Cruise Representatives must have the ability to conform to a pre-determined schedule including daily shifts, breaks, and lunches. Schedules change as required by the business.

Essential Duties and Responsibilities

1. Answers inbound telephone calls from travel partners and direct guests in the North American, Mexico, and LACAR markets.
2. Answer email-based correspondence inquiries from travel partners and direct guests in the same above markets.
3. Place outbound calls to customers as needed.
4. Provide general information regarding Celebrity Cruises products, services, and promotions. Quotes prices and availability including cross-selling and upselling; secures reservations, pre/post packages, Flights by Celebrity, CruiseCare (insurance).
5. Services existing bookings including making changes to reservations, accepting and recording payments, and assisting with arranging guest preferences. Researches and provides information to accommodate special needs.
6. Enters required information into Celebrity Cruises systems and maintains an accurate history of each reservation and any associated transactions. Uses multiple database systems, internal computer programs, and various computer-based resources.
7. Conducts basic research for problem resolution and communicates solutions to travel partners and direct guests. Directs non-routine matters to the appropriate Celebrity Cruises resource for special handling and resolution.
8. Complies with established industry and company protocols and procedures. Understands and complies with company quality assurance standards.
9. Attends required training classes, completes required online training courses, and satisfies completion standards; may be assigned special projects and serve on employee committees or task forces
10. Performs other duties as required. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their Team Captain, Supervisor, Lead, or Manager.Qualifications
11. High School diploma required; Associate degree preferred
12. A minimum of six months of customer service experience
13. 100% fluent in EnglishKnowledge and Skills
14. Ability to accurately perform data entry of both text and numerical information at a rate of at least 35 mpw from both spoken and printed sources.
15. Ability to quickly learn and maintain knowledge of Celebrity Cruises products and services.
16. Effective communication skills in spoken and written formats with both internal and external customers; attention to detail.
17. Ability to work in a fast-paced, metric-driven environment.
18. Decision-making skills in situations where variables exist. Ability to assess situations and make mutually beneficial decisions within established guidelines.
19. Sales skills, including positioning products, to meet customer needs
20. Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to understand and explain promotions, basic accounting, commissions, and payments.
21. Demonstrate ability to utilize internal computer software and web-based resources. Ability to learn and utilize multiple systems in completion of job function; view and read PC monitor, training, and reference material, as well as operate keyboard and PC mouse.
22. Ability to comply with internal policies, guidelines, and conduct standard
23. Properly qualify the customer to find their personalized and specific needs versus wants.
24. Expert in Celebrity Cruises branding (ships, stateroom types and categories, amenities, etc.) and efficiently utilize resources to find the relevant answers.
25. Ability to proficiently navigate the consumer website and travel partner website to properly guide the travel partner and direct guest.
26. Attempt to close every sales call and offer options.