Agent, CO Inbound RCI

Join our Consumer Outreach team as a CO Inbound 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! We are committed to continue creating amazing new experiences for our guests in the years ahead. It's our way of ensuring that we offer our guests the most innovative cruise ships, exciting and compelling itineraries around the world, and our renowned GOLD Anchor Service u2013 what we call the Royal Advantage.

Winner of the 2013 Achievers 50 Most Engaged Workplaces award!

POSITION SUMMARY:

The CO Inbound Agent 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 strictly 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. Applying customer service standards in all guest interactions as defined by the business
6. Responsible for correctly capturing pertinent information and payments during all interactions with guests
7. Responsible for maintaining brand standards when handling guest inquiries
8. Responsible for ensuring guest inquiries are consistently handled in an efficient manner within set call handling times.
9. 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:

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

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:

Ability to use sound judgment and qualifying questions to effectively maneuver through the sales quote and booking process.
Apply effective sales technique to address all guest concerns and secure the sale on one call.
Must consistently demonstrate effectiveness in building relationships and discovering what motivates the guest to buy.
Ability to relate to guests, and respond to the guests concerns and desires.
Ability to bridge across the sales process by using key sales techniques.
Ability to use clear, professional and precise communication with the guests about all details of their vacation according to brand standards.
Ability to display the highest degree of personal integrity and take responsibility for personal and professional growth.
Must adhere to assigned schedule and all applicable CVP objectives and goals.
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 to 15 pounds. Visual requirement include distant, close and color vision, and ability to adjust focus.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. The environment includes work inside/outside the office.