Resolutions Agent (Virtual) Jobs

JOB SUMMARY:

The main responsibility of the role is to service a variety of incoming calls on existing individual bookings from travel agents and direct guests in an expeditious and efficient manner. The agent does this by establishing rapport and confidence with customers while maintaining a professional, respectful, and service-oriented demeanor. These duties include additional access and skills to support internal staff members, outsource partners, travel agents, and direct guests by handling escalated calls. There is a 3-month training and development period prior to becoming a certified Resolutions Agent.

ESSENTIAL FUNCTIONS:

QUALIFICATIONS, KNOWLEDGE, SKILLS, & ABILITIES :

• Strong computer skills and the ability to learn company software.
• Ability to accept coaching and direction from team leaders to ensure continued improvement within role.
• Ability effectively and politely communicate positively and professionally with guests and coworkers
• 1+ year Minimum of customer service experience
• Demonstrate basic business acumen – balance between company revenue objectives and customer satisfaction.
• Effective at creatively resolving challenging customer issues
• Ability to demonstrate good verbal and written communication skills required.
• Ability to resolve customer issues in a clear, calm, and diplomatic manner.
• High School Diploma Required
• Ability to demonstrate active listening skills to interpret and address customer requests and needs.
• Ability to be a self-starter with a strong work ethic.
• Ability to demonstrate empathy, concern, and care to guests.
• Ability to demonstrate commitment through excellent attendance and punctuality.
• Proficient in Microsoft applications (Word/Outlook).

#LI-BM1

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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:

• Health Benefits:

• Cost-effective medical, dental and vision plans

• Employee Assistance Program and other mental health resources

• Additional programs include company paid term life insurance and disability coverage

• Financial Benefits:

• 401(k) plan that includes a company match

• Employee Stock Purchase plan

• Paid Time Off

• 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. 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.

• 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

• 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

• On-site preschool program, wellness center, and health clinic at our Miami campus

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