Agent, CEL CO Direct Guest Service

POSITION SUMMARY

As a Direct Guest Service Agent at Celebrity Cruises, you will be part of a dynamic consumer outreach sales team responsible for creating exceptional vacation experiences for our customers. Your primary role will be to leverage "The Celebrity Way" and deliver consistent, elevated hospitality while utilizing your service expertise and customer skills to finalize cruise bookings effectively. This position involves but is not limited to managing inbound and outbound calls, handling guest reservations, and exceeding customer expectations with each interaction.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Answers in-bound telephone calls from direct guests and/or travel partners. Provides general information regarding Celebrity Cruises products, services and promotions. Quotes prices and availability including cross-selling and up-selling. Also assists in creating new reservations following Celebrity Cruises Sales Process.
• Service existing bookings including making necessary changes to reservations, processing payments and arranging guest unique travel preferences. Agent may be required to research and provide information to accommodate special needs requests.
• Providing a one call resolution on all applicable calls while working with other departments to assist guests in securing accurate information and finalizing their reservation.
• Ability to accomplish both inbound and outbound phone calls to provide upsell opportunities to our guests existing reservations.
• Analyzes guest reservation and provides recommendations on any additional revenue components to the guests booking that will enhance the cruising experience.
• Enters required information into reservation system to maintain accurate history of each reservation and any associated transactions. Uses multiple database systems, internal computer programs and various computer-based resources.
• Conducts basic research for problem resolution and communicates solutions to guests and/or Travel Partners.
• Directs non-routine matters to the appropriate Celebrity Cruises resource for special handling and resolution.
• Complies with established industry, company protocols and procedures. Perform elevated standards of customer service throughout every interaction with a customer.
• Makes outgoing calls and receives incoming calls from guests related to any redeployments, charters, etc., and makes all necessary changes to reservations.
• Meticulously record individual preferences / interactions, maintaining a detailed guest history to ensure that no request requires repeating and every experience with Celebrity Cruises is exceptional.
• In a dynamic work environment, flexibility and collaboration are essential. Employees should be prepared to take on tasks outside their primary responsibilities when necessary to support the team and ensure operational efficiency. This may involve assisting colleagues, participating in cross-functional projects, or contributing to organizational initiatives.
• Financial Responsibilities - regularly makes decisions regarding the appropriate level of financial compensation that may be warranted to ensure continued guest satisfaction.

QUALIFICATIONS, KNOWLEDGE, AND SKILLS

• High school diploma or GED required, college degree or equivalent sales experience preferred.
• Ability to multi-task, pay attention to detail, and be proactive while delivering outstanding world-class service in a creative, positive, and focused manner.
• Capacity to think independently and research as well as demonstrate sound judgment, effective reasoning, proven problem-solving abilities and effective decision-making skills.
• Demonstration of excellent follow-up and organizational skills, with the ability to work a flexible and varied schedule, including weekends and holidays, to accommodate business needs.
• Advanced level of English proficiency in reading, writing and verbal communication skills.
• Adhere to assigned schedule, business rules, code of contact and all applicable Consumer Outreach objectives and goals.
• Ability to accurately perform data entry of text and numeric information at least 35 words per minute from spoken and printed sources.
• Ability to work in a fast-paced, metric-driven environment while meeting or exceeding established goals.
• Decision making skills in situations where variables exist. Ability to assess situations and make mutually beneficial decisions within established guidelines.
• Ability to include positioning of products to meet or exceed customer needs while using established sales techniques.
• Relates to customer needs while keeping the company's best interest in mind. Ensures follow-up occurs and deadlines are met within a timely manner for all internal and external customers.
• 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.
• Demonstrated ability to utilize internal computer software and web-based resources. Ability to learn and utilize multiple systems in completion of job functions.
• Ability to comply with internal policies, guidelines and conduct standards.
• Displays proficiency in Microsoft Windows and Microsoft Office applications.
• Physical Demands: - the physical demands described here are representative of those requirements employees must meet to perform the essential functions of this job with or without reasonable accommodation. While performing job functions the employee is regularly required to sit, stand, write, review and type reports, compile data, operate a computer, communicate, listen, and assess information. The employee may move about the office complex, may travel to other office locations and may lift, push, pull or move 10 to 15 pounds. Visual requirements include distant, close and color vision, and ability to adjust focus.
• Work Environment - the work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. The environment includes work inside/outside the office. Successful candidates must have a quiet work environment at home free of distractions, with a working station to perform duties by handling calls.