Cruise Representatives must demonstrate an upbeat and friendly disposition exceptional verbal communication skills and a strong commitment to customer satisfaction Team members must position and sell Royal Caribbean products and services on each call Under the direction of a Reservations Supervisor Cruise Representatives handle in-bound telephone calls from travel partners and/or direct guests for the purpose of providing general information regarding pricing and availability and securing reservations Additionally Cruise Representatives service existing bookings and respond to customer inquiries or direct these to the appropriate resource The position requires compliance with established protocols procedures and quality assurance standards Team members must have the ability to conform to a pre-determined schedule including daily shifts breaks and lunches Schedules may change as required by the business
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ESSENTIAL DUTIES AND RESPONSIBILITIES:
1 Answers in-bound telephone calls from travel partners and/or direct guests Provides general information regarding Royal Caribbean products services and promotions Quotes prices and availability including cross-selling and up-selling Secures bookings
2 Services existing bookings including making changes to reservations accepting and recording payments and assisting travel partners with arranging guest preferences Researches and provides information in order to accommodate special needs




3 Enters required information into Royal Caribbean systems and maintains an accurate history of each reservation and any associated transactions Uses multiple data base systems internal computer programs and various computer-based resources
4 Conducts basic research for the purpose of problem resolution and communicates solutions to travel partners and/or guests Directs non-routine matters to the appropriate Royal Caribbean resource for special handling and resolution
5 Complies with established industry and company protocols and procedures Understands and complies with company quality assurance standards
6 Attends required training classes completes required on-line training courses and satisfies completion standards May be assigned to special projects and may serve on employee committees
7 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
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FINANCIAL RESPONSIBILITIES
¿ N/A
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QUALIFICATIONS:
¿ High School Diploma required; Associate degree preferred
¿ A minimum of six months customer service experience
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KNOWLEDGE AND SKILLS:
¿ Ability to accurately perform data entry of both text and numeric information at a rate of at least 35 wpm from both spoken and printed sources




¿ Effective communication skills in spoken and written formats with both internal and external customers Attention to detail
¿ Ability to work in a fast-paced metric-driven environment
¿ Decision making skills in situations where variables exist Ability to assess situations and make mutually beneficial decisions within established guidelines
¿ Sales skills including positioning products to meet customer needs
¿ Ability to add subtract multiply and divide in all units of measure using whole numbers common fractions and decimals Ability to understand and explain promotions basic accounting commissions and payments
¿ Demonstrated ability to utilize internal computer software and web-based resources Ability to learn and utilize multiple systems in completion of job functions
¿ Ability to comply with internal policies guidelines and conduct standards
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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 and 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 ***** pounds Must be able to sit at a call center workstation for extended periods Visual requirements include distant close and color vision and ability to adjust focus
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WORK ENVIRONMENT:

📌 Rep, Cruise (Xico)
🏢 Royal Caribbean Group
📍 Xico