Agent, CO Bilingual

Join our Consumer Outreach team as a CO Bilingual Agent, in the Springfield, Oregon office!

Royal Caribbean Cruises, Ltd., is one of the world's leading and revolutionary cruise lines. The company operates under the Royal Caribbean International, Celebrity Cruises and Azamara Club Cruises brands. Currently the fleet has 35 ships in service visiting over 280 attractive destinations. Combine your experience and sense of adventure by joining our exciting land-based team of employees. Royal Caribbean Cruises, Ltd., is pleased to offer a competitive compensation and benefits package, excellent career development opportunities, each offering unique ways to explore the world.

Great Vacations Begin with Great Employees!

Winner of the 2013 Achievers 50 Most Engaged Workplaces Award!

POSITION SUMMARY:

This position is part of a direct consumer outreach sales organization, where the sales agent is the first point of contact for guest calling into our contact center. Agent is responsible for utilizing sales techniques to finalize sales on one call. Position is also responsible for servicing the direct guests as well as, exceeding their expectations during each call. This position mainly handles inbound calls, including up until the time the guest sails. Agent will be accountable for strategic revenue targets month to month.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

1. Effectively evaluate guest needs and identify products that best fit the guest's requests; providing sales quotes for these products on all Sales calls and correctly creating accurate reservations.
2. Servicing existing reservations according to guest requests and in accordance with existing business rules.
3. Escalating and delegating service calls to the appropriate support departments.
4. Responsible for working with other departments to assist guest in securing accurate information and finalizing their reservation.
5. Meeting weekly and daily productivity goals.
6. Applying customer service standards in all guest interactions as defined by the business.
7. Responsible for correctly capturing pertinent information and payments during all interactions with guests.
8. Responsible for maintaining brand standards when handling guest inquiries.
9. Applies appropriate and effective sales technique in order to secure sale.
10. Ability to use clear and precise communication (bilingual) with guests during every interaction.
11. Performs other duties as required. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor or management.

FINANCIAL RESPONSIBILITIES:

Responsible for all financial transactions for individual business, including payments, refunds and accurate pricing.
Must meet or exceed weekly and monthly sales goals.
Responsible for delivery of sales conversion rates according to communicated goals.

QUALIFICATIONS:

Previous sales experience.
Minimum 2 year College Degree preferred.
Prefer at least 1 year of phone sales experience.
Must be fluent in Spanish and English, both verbal and written.
Must achieve established standards associated with testing and interview process.

Candidates must be able to pass a drug screen and criminal background investigation.

Candidates must be able to conform to employer dress and conduct standards.

KNOWLEDGE AND SKILLS:

• Uses sound judgment and qualifying questions to effectively maneuver through the sales quote and booking process.
• Applies effective sales technique to address all guest concerns and secure the sale on one call.
• Must consistently build relationships and discover what motivates the guest to buy.
• Relates to guests, and responds to the guests concerns and desires.
• Uses clear, professional and precise communication with the guests about all details of their vacation according to brand standards in both English and other specified language as required.
• Displays highest degree of personal integrity and takes responsibility for personal and professional growth.
• Must adhere to assigned schedule and all applicable CVP objectives and goals.
• Reads and comprehends complicated instructions, short correspondence, memos and procedure manuals.
• Computer knowledge and skills required.

PHYSICAL DEMANDS:

The physical demands described here are representative of those requirements employees must meet to perform the essential functions of this job with or without reasonable accommodations. While performing job functions the employee is regularly required to sit, stand, write, review and type reports, compile data, operate a pc, communicate, listen, and assess information. The employee may move about the office complex, may travel to other office locations and may lift, push, pull or move 10 - 15 pounds. Visual requirement include distant, close and color vision, and ability to adjust focus.