Fun Expert Agent (Virtual)

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

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
• 6 months -1 year previous sales and customer service REQUIRED
• This is a fulltime role. Must be able to work 1:30-10 during the week and 1 weekend day shift from 9-6pm est.
• Initial Training: 7 consecutive weeks
• Training Schedule: 1st 5 weeks Monday – Friday | 9:30 AM – 6:30 PM EST
  2nd 2 weeks of training Monday- Friday | 1:30-10pm est
• Must have your own equipment- Stipend of $750 is offered after 90 days.
• Must have a quiet, distraction-free workspace is required
• MACBOOKS, Chromebooks and iPads are not supported
• High-speed internet is required; WiFi-only setups are not permitted.
• Consistent and reliable attendance is an essential function of the role.

KNOWLEDGE, SKILLS, & ABILITIES

• Working knowledge of Tour Operator Gateway, Goccl Amin Tool, Glasstable, Fun Shops and Log on as User through Carnival Dash.
• Knowledge of Microsoft office products 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.

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