Celebrity Pre-Cruise & Customer Service Coach

Great vacations begin with great employees!

Combine your experience and sense of adventure by joining our exciting team of employees in Miami, Fl.  Royal Caribbean Cruises Ltd. is pleased to offer a competitive compensation & benefits package, and excellent career development opportunities, each offering unique ways to explore the world.

Position Summary:

This position is accountable for achieving individual and team Customer Service up-sell targets within Celebrity Consumer Outreach through coaching, goal-setting, and monitoring while creating a supportive, customer-focused environment. In addition, this role will manage the Pre-Cruise Sales desk to leverage higher dollars per booking, in accordance to set revenue targets. This Coach reports to the Celebrity Consumer Outreach, Group Sales and Customer Service Manager and is responsible for a team of approximately 20-25 Consumer Outreach Customer Service Agents and Pre-Cruise Sales desk.

Responsibilities:

• Drives team and individual performance to achieve revenue and strategic goals by effectively monitoring and analyzing performance reporting, identifying gaps, providing leadership and motivation, and developing /implementing effective coaching plans to ensure team and departmental success.
• Develops strategic plans to secure up-sell revenue via customer service calls and the Pre-Cruise Sales desk.
• Effectively manages employee performance and addresses performance and behavior opportunities as needed.
• Regularly monitors customer interactions and provides direct coaching to team to ensure customer relationship, retention, and referrals to support the long-term health of organization.
• Develops solid working relationships with internal departments such as Revenue, Shore Excursions, Shipboard Event Coordinators, etc. to be sure that additional revenue opportunities are handled appropriately and timely.
• Responsible for monitoring real time and providing feedback and guidance for the planning of staffing levels.
• Conducts training sessions for both new and existing team members
• Understands customer needs, appropriately filters customer complaints and resolves customer issues in a timely and efficient manner. 
•  Drives team to attain top Quality Assurance (QA) scores on their calls.
• Embraces and adheres to quality standards, performance metrics, and fair human resources management. Regularly models core organizational standards such as valuing diversity, communicating openly and frequently, and demonstrating integrity.
• Works in support of a 24 hour/ 7 days a week business operation, and may be required to assist in overnight coverage, and provide guidance and leadership during full hours of operation.
• Performs other duties as required.

Financial Responsibilities:

• Responsible for achieving individual and team revenue targets (monthly, quarterly, yearly).
• Ensures G&A targets by effectively managing staffing through under time implementation and coaching for efficiency.
• Manages monthly coach team building budget.
• Manages Salesforce (amenity tracking program) booking amenity budget.

Qualifications:

• Previous coaching and/or supervisory experience preferred.
• Experience in sales call center; customer service or web contact center strongly preferred.
• High school diploma or GED required, college degree preferred.
• Cruise or Travel Industry experience.
• Effective written and verbal communication and excellent listening skills required.
• Microsoft Office, reservations systems and web communication tool Proficiencies (including but not limited to Excel, Word, Web Chat and PowerPoint, AS400/ GUI), analytical and reporting skills.

Thank you for your interest in this role. Royal Caribbean Cruises Ltd. is the world's second largest cruise company, operating under Royal Caribbean International, Celebrity Cruises and Azamara Club Cruises brands. These brands offer an array of onboard activities, services and amenities, including simulated surfing, swimming pools, sun decks, beauty salons, exercise and spa facilities, ice skating rinks, in-line skating, basketball courts, rock climbing walls, miniature golf courses, gaming facilities, lounges, bars, Las Vegas-style entertainment, cinemas and Royal Promenades, which include interior shopping, dining and an entertainment boulevard.

Join our team as our Celebrity Pre-Cruise & Customer Service Coach.  Once you click to apply below, it will take you 10-15 mins to complete our application, which will help us better qualify your candidacy.   If you are being considered for this position you will hear back from us within the next 30-60 days.  During this time, you can view your application status on our career site. 
Join us at Royal Caribbean Cruises Ltd., where great vacations begin with great employees!

RCL is an Equal Employment Opportunity employer.