Resolutions Agent (Virtual) Jobs

Job ID 6205 Location Miramar, Florida, United States Date posted 05/18/2023

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:

• Actively participate in ongoing feedback and coaching sessions from Quality Assurance, Supervisor, as well as contribute to team meetings
• Excellent attendance and punctuality are essential functions of the job.
• Adhere to the established escalation process to refer unresolved customer issues to a designated call center team member or supervisor for further resolution and/or research
• Stay current on new information regarding sales, new products, marketing campaigns, and other sales and service initiatives through training, self-study, company newsletter, etc.
• Handle a high volume of inbound calls from travel agents and direct guests in an expeditious and efficient manner with varying degrees of questions and/or concerns and act as the primary customer service agent in processing or responding to basic customer requests, inquiries, and/or bookings changes. Achieve productivity standards and goals set by the company while maintaining a high level of customer service inclusive of the total number of incoming calls, length of the call, and ACW (after-call work). Work towards onecall resolutions by creatively thinking of solutions that benefit both the guest and Carnival.

QUALIFICATIONS, KNOWLEDGE, SKILLS, & ABILITIES :

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

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:

• Additional programs include company paid term life insurance and disability coverage
• 401(k) plan that includes a company match
• 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.
• Health Benefits:
• 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.
• 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 Assistance Program and other mental health resources
• Cost-effective medical, dental and vision plans
• Employee Stock Purchase plan
• Paid Time Off
• Financial Benefits:
• Personal and professional learning and development resources including tuition reimbursement
• 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
• Other Benefits

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 speakup when they see misconduct orhave concerns.
CarnivalCruise 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.