Fun Expert Agent (Virtual)

Job ID 6206 Location Miami, Florida, United States Date posted 05/04/2023

JOB SUMMARY:
This role identifies where the guest is in the booking journey, plans possible itineraries, answers vacation planning questions, and takes excellent notes on guest needs and submits future leads for the outbound team. Through the established sales process attempts to convert sales calls into cruise bookings, upsell staterooms, explain and offer cruise vacation protection. Service incoming calls that are technical in nature pertaining to the company's website and self-service bookings. Assists guests with pre cruise sales and creates service cases in the IT help desk system when issues arise that require IT intervention.
ESSENTIAL FUNCTIONS:

• Handles incoming calls relating to customers and guests experiencing technical issues with Carnival website, Travel Agent Portal, (GOCCL), FunShops, Online Check-in and all PreSale portals.
• Actively participate in on-going feedback and coaching sessions from the Quality Assurance, Coach, as well as contribute to team meetings and participate in on- going training.
• Handle incoming sales calls from direct consumers interested in booking a cruise vacation with the goal of converting the call into a cruise booking and taking excellent notes to submit future leads for the outbound team on calls that do not result in a booking.
• Troubleshoot minor technical issues and escalates to IT via opening service case to troubleshoot escalations.

QUALIFICATIONS:

• Problem solver with the ability to easily connect with guests.
• Ability to multi-task across multiple systems and applications, and comfortably navigate a desktop environment.
• High School Diploma
• Ability to explain technical information to guests in a simple and clear manner.
• Excellent verbal and written communication skills, as well as the ability to effectively prioritize and manager time.
• Knowledge of Microsoft office products required.
• Exceed customer expectations with guidance, knowledge, and a real passion for travel.
• Ability to demonstrate excellent adherence to schedule.
• Ability to provide thorough and complete information regarding booking a cruise including quoting various promotions and targeted offers.
• Can effortlessly engage, explaining step by step vacation solutions with patience and an approach tailored to each individual guest
• Working knowledge of CCL’s internal system; Navigator and Launchpad required.

The hourly rate for this role is $17.00. Offers to selected candidates will be made on a fair and equitable basis, taking into account specific job-related skills and experience.
At Carnival, your total rewards package is much more than your base salary. All non-sales roles participate in an annual cash bonus program, while sales roles have an incentive plan. Management roles are also eligible for an additional vesting equity plan. Plus, Carnival provides comprehensive and innovative benefits to meet your needs, including:

• Sick Time – All full-time employees receive 80 hours of sick time each year. Part-time with benefits employees receive time off based on the number of hours they work, with a minimum of 60 hours each year.
• Other Benefits
• 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. Part-time with benefits employees receive time off based on the number of hours they work, with a minimum of 84 hours/year. All employees gain additional vacation time with further tenure.
• Complementary stand-by cruises, employee discounts on confirmed cruises, plus special rates for family and friends
• On-site preschool program, wellness center, and health clinic at our Miami campus
• Paid Time Off
• Employee Assistance Program and other mental health resources
• Financial Benefits:
• Additional programs include company paid term life insurance and disability coverage
• 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.
• Employee Stock Purchase plan
• 401(k) plan that includes a company match
• Health Benefits:
• Personal and professional learning and development resources including tuition reimbursement
• Cost-effective medical, dental and vision plans

About Us
In addition to other duties/functions, this position requires full commitment and support for promoting ethical and compliant culture. More specifically, this position requires integrity, honesty, and respectful treatment of others, as well as a willingness to speak up when they see misconduct or have concerns.
Carnival Cruise Line is the most popular cruise brand in North America and operates a fleet of ships designed to foster exceptionally safe, fun and memorable vacation experiences at an outstanding value. Our employees have a responsibility to be accountable for all actions. We consider the environment in all aspects of our business and have a responsibility to put safety and sustainability first. We live and share a positive attitude which is based on fostering an environment of inclusion, trust, a willingness to listen, openness and integrity. Doing this helps us to achieve our ultimate goal, which is to include FUN in everything we do! Speaking of fun, we are officially certified as a Great Place to Work aboard our ships as well as in our global corporate headquarters!
Carnival Corporation & plc and Carnival Cruise Line is an equal employment opportunity/affirmative action employer. In this regard, it does not discriminate against any qualified individual on the basis of sex, race, color, national origin, religion, sexual orientation, age, marital status, mental, physical orsensory disability, or any other classification protected by applicable local, state, federal, and/or international law.