JOB SUMMARY:
The Agent, Fun Expert identifies where the guest is in the booking journey, plans possible itineraries, answers vacation planning questions, notates guest needs and submits future leads to the outbound team. The incumbent in this role, through established sales processes, attempts to convert sales calls into cruise bookings, upsells staterooms, and explains and offers cruise vacation protection. This incumbent also services incoming technical calls pertaining to the company's website and self-service bookings. The Agent, Fun Expert assists customers with pre-cruise sales and creates service cases in the IT help desk system when issues arise that require IT support. Excellent attendance and punctuality is an essential function.
ESSENTIAL FUNCTIONS:
- Handles incoming calls from guests and travel advisers who are experiencing technical issues with Carnival's website, Travel Agent Portal, (GOCCL), Funshops, Online Check-in and Pre-Sale portals.
- Troubleshoots user-facing technical issues and escalates more complex issues needing IT support via the case- generating IT system.
- Completes pre-sale transactions. Provides guidance to guests on navigating cruise manager and other self-service applications.
- Answers questions related to shore excursions such as: ticket availability, excursion distances, etc. Assists guest with comparing excursion options base on their preferences.
- Handles incoming calls to service fun shop inquiries and process fun shop and gift orders.
- Guides travel advisers through Goccl functions and features including but not limited to: creating online profiles, and creating and servicing singular and group bookings. Educated them on available resources.
- Handles incoming sales calls from consumers interested in booking a cruise vacation. Aids in converting those calls into cruise bookings by documenting consumer preferences and needs and submitting the notes as leads to the outbound sales team.
- Participates in feedback and coaching sessions from the Coach and Quality Assurance team. Contributes to team meetings and participate in on-going training.
- Support other areas by handling incoming service calls, contributing to our collective success during peak times.
- Performs other duties as assigned
- Complies with all policies and standards
QUALIFICATIONS:
- High School Diploma required
- Minimal Experience 1 year previous sales and customer service required
- Working knowledge of Tour Operator Gateway, Goccl Admin Tool, Glasstable, Fun Shops and Log on as User through Carnival Dash
- Knowledge of Microsoft office products required.
- Working knowledge of CCL’s internal system; Navigator and Launchpad required.
- Demonstrates creative problem-solving skills and a good balance between company revenue objectives and customer satisfaction.
- Exceed customer expectations with guidance, knowledge, and a real passion for travel.
- Ability to provide thorough and complete information regarding booking a cruise including quoting various promotions and targeted offers.
- Ability to explain technical information to guests in a simple and clear manner.
- Excellent verbal and written communication skills for interfacing with guests and internal teams, as well as the ability to effectively prioritize and manage time
- Ability to demonstrate excellent adherence to schedule.
- Ability to multi-task across multiple systems and applications, and comfortably navigate a desktop environment.
- Can effortlessly engage, explaining step by step vacation solutions with patience and an approach tailored to each individual guest.
- Proactive approach to privacy and security, ensuring that all guest interactions and data handling meet the highest standards of compliance and ethical conduct
- Must be able to remain in a stationary position at a desk and/or computer for extended periods of time
- Must have the ability to work various schedules that are assigned including evenings and weekends.
ETHICS & COMPLIANCE:
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.
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. Director and above roles may also be eligible to participate in Carnival’s discretionary equity incentive 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
******ONLY APPLICANTS IN FL, GA, TX, NC CAN APPLY*******
#LI-BM1#LI-Remote
About Us
At Carnival Cruise Line, our mission is to consistently deliver safe, fun, and memorable vacations at a great value. As the world’s most popular cruise line, we offer a variety of unique experiences across our fleet, ensuring that every voyage is filled with excitement and discovery. From world-class entertainment and dining to exploring stunning destinations, we create lasting memories for our guests while maintaining a dedication to the places we visit and the lives we touch.
Join us and embark on a career that offers not only the chance to grow professionally but also the opportunity to be part of a global community that makes a difference.
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 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 or sensory disability, or any other classification protected by applicable local, state, federal, and/or international law.
