Agent, Consumer Outreach Groups - RCI

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.

Agent, Consumer Outreach Groups - RCI

Position Summary:

Responsible for handling high volume Royal Caribbean International group sales and service calls from direct consumers. Proactively probes for needs and closes new sales opportunities and service existing direct group business. Discusses and gains agreement on polices and procedures with customers and handles all routine and out of the ordinary direct group requests and situations. Handles all aspects of direct group reservations from creation to after sailing follow-up.

Responsibilities:

• Handles all aspects of direct consumer groups and provide access to all client service areas within the Royal Caribbean organization in a one-stop platform. Handles inbound and outbound calls, emails, faxes and mail from direct consumers interested in group travel or already reserved group travel.
• Responsible for processing a high volume of basic, routine transactions for all direct groups, including allocating and maintaining stateroom inventory, air gateways, pre and post hotel packages, and dining assignments, entering manifests, and applying payments.
• Clearly communicates group benefits including Group Amenity Plus points program and tour conductor program to consumers. Answers general and specific questions regarding their groups, product offerings, and policies. Proactively manages all aspects of inventory (stateroom, air, hotels, transfers, etc.) and collection of payments.
• Responsible for proactively managing the relationship with direct consumers for groups under coordination by clearly explaining what is expected from the guest and what they can expect from Royal Caribbean International.
• Responsible for overseeing all aspects of group from date of initial booking to sailing termination. Responsible for processing amenity requests and dining assignments, and handling all non-routine and out of the ordinary requests and situations.
• Investigates guest complaints on bookings, product, service, billing, air, credit, or pre/post vacation experiences.
• Examines booking history, accounting information, related documents and correspondence and converses or corresponds with customer and other company personnel such as Air/Sea, Groups, Reservations, Accounting, Revenue Management, Documentation, sales etc, to obtain facts regarding guest complaint.
• Recommends to management improvements in product, booking and documentation methods, revenue management procedures, service and accounting procedures etc. Finds options and alternatives and communications limitations in a positive manner.
• Records accurate transaction histories and prepares customer correspondence directed to guests. Prepares workflow documents directed to accounting for the purpose of researching and amending financial transactions.
• Performs other duties as required.

Qualifications:

Associates degree (AA) or equivalent from an accredited college or university, or three to five years of experience and/or training; or an equivalent combination of education and experience required.

One year of experience in high volume call center or sales/customer service work environment preferred.

Experience with AS400 or similar reservations system required.

Microsoft Word, Excel and Lotus Notes experience preferred.

LANGUAGE: Ability to write reports, memos and business correspondence. Ability to read and comprehend complicated instructions, short correspondence, memos and procedure manuals. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

INTERPERSONAL: Ability to work, interact, and communicate with external/internal customers at all levels. Ability to build and maintain successful business relationships with the most valued direct consumers as well as co-workers in order to successfully close business and service customers' needs.

SYSTEMS: Knowledge of AS400 or similar reservations system required. Microsoft Word and Lotus Notes experience preferred.

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 Agent, Consumer Outreach Groups - RCI.  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.