Customer Service Representative (Remote)

About the position

The Customer Service Representative is a remote position at Windstar Cruises, responsible for servicing Travel Advisors and Guests through various communication channels including inbound and outbound calls, email, and chat. The role focuses on providing exceptional customer service, assisting with existing reservations, and ensuring accuracy and completeness in all interactions. This position is not primarily sales-focused, although there may be opportunities for upselling and earning commissions. The role requires effective communication and a commitment to delivering a unique and personalized experience for customers.

Responsibilities

• Conduct daily production work related to the processing of bookings in the systems with high quality and accuracy.
• Process reservations, revisions, cancellations, and booking notes using the reservation system.
• Apply company policy effectively to bookings.
• Provide exceptional guest service through all lines of communication in a professional manner.
• Act as the primary contact for service-related inquiries via phone, email, and chat.
• Assist in achieving overall revenue goals by upselling or adding value to existing bookings.
• Perform sales call backup to Reservations during peak call times as directed by management.
• Adhere to company policies and procedures.
• Demonstrate strong knowledge of Windstar products.
• Advise supervisors of problems and recommend resolutions in a timely manner.
• Assist guests or Travel Advisors in troubleshooting on MyWindstar or related systems.

Requirements

• Cruise or tour operations/reservations experience preferred but not required.
• Previous customer service experience preferred.
• Ability to communicate professionally in writing and verbally.
• Capability to organize and manage multiple tasks simultaneously.
• Self-starter with excellent task management skills.
• Basic understanding of Microsoft Office programs.

Nice-to-haves

• Experience in the travel industry
• Familiarity with reservation systems

Benefits

• Medical, Dental & Vision insurance
• Health Savings Account (HSA)
• Flexible Spending Account (FSA)
• Life & Disability insurance
• Accident, Hospital & Critical Illness insurance
• Pet Insurance
• Vacation and Sick Time
• Paid Holidays
• 401(k) with Company Match
• Employee Assistance Plan
• Education Assistance
• Employee Discounts & Travel Deals