Direct Guest - Service

Join our Consumer Outreach team as a Direct Guest - Service 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 Direct Guest Service Agent role is responsible for receiving and responding to service requests and inquiries from direct guests via inbound and/or outbound phone calls, as assigned. Provides single call/first call service request resolution and adds any requested revenue components to bookings. Makes outcalls to guests in order to advise of changes to reservations (i.e. redeployments, charters, etc.), and makes changes to the reservation as required. May contact other departments in order to complete the guests' service requests, and provide appropriate responses to guests.

Essential Duties and Responsibilities:

• Responds to service requests/questions from direct guests related to all components on a reservation
• Makes any, and all necessary, changes to guest reservation at the request of the direct guest, or department head
• Answers guests' questions related to the direct guest's reservation, and cruising with Royal Caribbean in general
• Analyzes guest's reservation, and recommends any additional revenue components to the guest's booking that will enhance cruising experience.
• Makes outgoing calls, and receives incoming calls from guests related to any redeployments, charters, etc., and makes all necessary changes to reservations.
• 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

None

Qualifications:

• High School graduate
• 2 year college degree preferred, or 2 years industry experience
• Excellent verbal and communication skills required
• Candidates must be able to pass a drug screen and background investigation.
• Candidates must be able to conform to employer dress and conduct standards.
• Must type a minimum of 35 WPM.

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 CO 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.