Guest Care Support Agent (Remote)
Job Description
This is a virtual, work from home opportunity. The Guest Care Agent Support role responds to guests and/or travel agents via written and verbal communication for post-cruise concerns related but not limited to Weddings, Jones Act, Travel Services, Bon Voyage, Group Amenities, Property Recovery, Lost & Found, Photos, CCL Business Development Managers, International, Consumer Agency, Security/Sensitive Matters, Sail & Sign, Travel Hotline and any other issue in a prompt, compassionate and professional manner. They must provide guests with timely updates on issues that require additional research, address concerns and find resolution within our established guidelines. Must have excellent written and verbal communication skills and a willingness to engage with callers (incoming and outgoing).
Essential Functions:
- Research and service inquiries/calls related but not limited to Weddings, Jones Act, Travel Services, Bon Voyage, Group Amenities, Property Recovery, Lost & Found, Photos, CCL Business Development Managers, International, Consumer Agency, Security/Sensitive Matters, Sail & Sign, Travel Hotline and any other issue in a prompt, compassionate and professional manner; provide guests with timely updates on issues that require extended research.
- Participate in communication training programs and establish network with counterparts in other departments (i.e., security, shipboard guest services, hotel operations, accounting, and Care Team)
- Promptly escalate to leadership “challenging” guests, recurring themes, and sensitive issues with media potential for immediate action. Successfully resolve and respond to executive escalations on behalf of our leadership team. Evaluate guest lifetime value and complaint history to determine if additional consideration is needed
- Create iCare files and accurately document guest contact, issue types and detailed information regarding root cause of issues. Responsible for accurate compensation data entry to ensure correct refunds/credits are processed
Qualifications:
- Education: High School diploma or GED preferred
- Years & area of Professional experience (required for the role): Contact Center related skill set is preferred.
- Knowledge, Skills & Abilities: Excellent English written/verbal communication skills. Self-starter who works well with little supervision and is highly motivated. Creative problem solver. Good analytical/organizational skills. Ability to work in a multi-tasking-oriented environment.
- Critical Professional related Technical Skills; Computer Skills: Proficient in Microsoft Word/Excel.
- Other Requirements: Self-starter who works well with little supervision and is highly motivated. This position requires a schedule that includes one weekend day with two non-consecutive days off and holidays.
Decision-Making:
- Standard: These decisions are those that are repetitive decisions on a recurring basis and are commonly related to daily activities. They are relatively simple, relying on historical data and previous solutions. Examples are reordering of standard office supplies, handling transactions. (Non-Exempt)
Physical Demands: Must be able to remain in a stationary position at a desk and/or computer for extended periods of time.
Travel: None or very little travel ikely.
Work Conditions: Work primarily in a climate-controlled environment with minimal safety/health hazard potential.
The hourly rate for this role is $17.00. Offers to the selected candidates will be made on a fair and equitable basis, taking into account specific job-related skills and experience.
At Carnival, your total rewards package is much more than your base salary. All non-sales roles participate in an annual cash bonus program, while sales roles have an incentive plan. Director and above roles may also be eligible to participate in Carnival’s discretionary equity incentive plan. Plus, Carnival provides comprehensive and innovative benefits to meet your needs, including:
- Health Benefits:
- Cost-effective medical, dental and vision plans
- Employee Assistance Program and other mental health resources
- Additional programs include company paid term life insurance and disability coverage
- Financial Benefits:
- 401(k) plan that includes a company match
- Employee Stock Purchase plan
- Paid Time Off
- Holidays – All full-time and part-time with benefits employees receive days off for 7 company-wide holidays, plus an additional floating holiday to be taken at the employee’s discretion.
- Vacation Time – All full-time employees at the manager and below level start with 14 days/year; director and above level start with 19 days/year. Part-time with benefits employees receive time off based on the number of hours they work, with a minimum of 84 hours/year. All employees gain additional vacation time with further tenure.
- Sick Time – All full-time employees receive 80 hours of sick time each year. Part-time with benefits employees receive time off based on the number of hours they work, with a minimum of 60 hours each year.
- Other Benefits
- Complementary stand-by cruises, employee discounts on confirmed cruises, plus special rates for family and friends
- Personal and professional learning and development resources including tuition reimbursement
- On-site preschool program, wellness center, and health clinic at our Miami campus
About Us
In addition to other duties/functions, this position requires full commitment and support for promoting ethical and compliant culture. More specifically, this position requires integrity, honesty, and respectful treatment of others, as well as a willingness to speak up when they see misconduct or have concerns.
Carnival Cruise Line is the most popular cruise brand in North America and operates a fleet of ships designed to foster exceptionally safe, fun and memorable vacation experiences at an outstanding value. Our employees have a responsibility to be accountable for all actions. We consider the environment in all aspects of our business and have a responsibility to put safety and sustainability first. We live and share a positive attitude which is based on fostering an environment of inclusion, trust, a willingness to listen, openness and integrity. Doing this helps us to achieve our ultimate goal, which is to include FUN in everything we do! Speaking of fun, we are officially certified as a Great Place to Work aboard our ships as well as in our global corporate headquarters!
Carnival Corporation & plc and Carnival Cruise Line is an equal employment opportunity/affirmative action employer. In this regard, it does not discriminate against any qualified individual on the basis of sex, race, color, national origin, religion, sexual orientation, age, marital status, mental, physical orsensory disability, or any other classification protected by applicable local, state, federal, and/or international law.
