Service Specialist

Come join the exciting world of travel!

Are you passionate about travel and eager to help others create unforgettable memories? Join our team as a remote Service Specialist at Viking Cruises! As an essential part of our company, you will provide our guests with the highest level of customer service from the comfort of your own home.

Job Responsibilities:

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• Handle inbound service calls from clients and prospective passengers
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• Identify caller needs and resolve issues to achieve the highest level of customer satisfaction
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• Make outbound calls and provide additional information as needed
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• Provide technical assistance to callers as needed; provide assistance to guests regarding change requests, itinerary or cruise inquiries, taking payments and other service needs directly related to a booking or customer profile
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• Maintain individual service quality goals, and adhere to the Call Center matrix for improved customer satisfaction results; maintain customer records in CRM tool
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• Ensure accurate and timely service and respond quickly and proactively to customer requests
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Job Requirements:

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• Enjoy working from home in a fully virtual environment
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• Time management and multi-tasking skills
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• 1+ years of call center experience
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• Strong customer service skills
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• Excellent verbal and written communication skills
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• Proven ability to provide clients with a first call resolution
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• Ability to develop strong client relationships and adjust as needed for each customer
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• General knowledge of world geography
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To be successful working from home: 

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• Proficiency with basic computer applications and equipment
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• MS Office products (Excel, Outlook, and Word); web conferencing software (Zoom, Teams)
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• Must be able to provide:
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o   A distraction-free workspace/environment

o   Space for a desktop computer with two to three monitors

o   Stable power source and internet connection:

o   Dedicated high-speed internet (minimum) of 25 Mbps Upload and Download Speeds) and ethernet connection

§  Connection cannot be Wireless, Wi-Fi extenders, Wi-Fi repeaters, MiFi's, or Hotspots

o   Ability to ‘plug in’ your equipment to your Modem/router during work times

What We Offer You:

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• Highly competitive compensation plan.
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• Salary range $15.67-$20.70 hourly determined by a myriad of factors including, but not limited to, years of experience, depth of experience, and other relevant business considerations.
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• Employees are eligible for annual discretionary bonus.
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• 401(k) plan with company match.
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• Employee Share Purchase Plan (ESPP) Viking full-time regular employees working in the United States can purchase Viking shares through payroll deductions.
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• Full benefits including medical, dental, vision, life and disability insurance at a highly subsidized rate (some plans are fully paid by Viking).
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• Accrue 15 paid vacation days, sick time accrual by state, and 6 paid holidays per year.
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• Opportunity to take a free and/or discounted cruise.
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• Highly subsidized gym membership.
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• Discounts on theatres, theme parks, movie tickets, travel discounts through IATA membership and too many more discounts to name.
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Viking is a certified Great Place to Work company. This certification is a result of our commitment to excellence, integrity and our teams’ outstanding contributions.

About Viking

Viking was founded in 1997 and provides destination-focused voyages on oceans, rivers and lakes around the world. Designed for experienced travelers with interests in science, history, culture and cuisine, Chairman Torstein Hagen often says Viking offers experiences for The Thinking Person®.

Viking has more than 250 awards to its name, including being rated #1 for Rivers, #1 for Oceans and #1 for Expeditions by Condé Nast Traveler and voted at the top of its categories by Travel + Leisure. No other cruise line has ever received these same honors by both publications at the same time.