Resolutions Agent (Virtual) Jan 2025

Carnival Cruise Lines - Miami, FL

Part-time,Full-time - Entry Level

Miami, FL

Scenic and Sightseeing Transportation

About the position

The Agent, Resolutions is responsible for providing advanced customer service to guests, travel partners, and internal departments, ensuring that customer relations are maintained and complaints are resolved effectively. This role addresses complex issues to ensure high customer satisfaction, handles escalated inquiries, and provides accurate information about products, services, and policies.

Responsibilities

• Provide accurate information about products, services, and policies to customers.
• Work towards one-call resolutions by creatively thinking of solutions that benefit both the guest and the company.
• Collaborate with various departments to resolve issues and document interactions and resolutions.
• Handle escalated guest inquiries and provide savvy solutions considering business and guest satisfaction.
• Troubleshoot and resolve guest issues, escalating complex problems as necessary.
• Partner with Coach to ensure consistent service quality.
• Participate in team meetings and training sessions to improve skills and stay informed.
• Meet and/or exceed performance metrics.
• Follow Contact Center guidelines and maintain excellent attendance and punctuality.
• Support other areas by handling incoming service calls during peak times.

Requirements

• High School Diploma or GED
• 1+ years of customer service experience required
• Customer service experience in a hospitality industry or Contact Center preferred
• Excellent verbal and written communication skills
• Active listening and empathy
• Ability to troubleshoot and resolve issues effectively
• Creative thinking to find solutions for unique problems
• Basic technical support and troubleshooting abilities
• In-depth understanding of Carnival's products and services
• Ability to convey information clearly to customers
• Efficiently handle multiple tasks and prioritize workload
• Strong commitment to providing excellent customer service
• Ability to understand and anticipate guest needs
• Ability to build and maintain positive relationships with guests
• Patience and professionalism in dealing with difficult guests
• Accuracy in documenting guest interactions and requests
• Flexibility to handle a variety of guest interactions and issues
• Ability to adjust to new processes and technologies quickly
• Ability to work collaboratively with team members and other departments
• Willingness to share knowledge and assist colleagues
• Ability to manage and regulate emotions in stressful situations
• Understanding and responding appropriately to the emotions of others.

Benefits

• Cost-effective medical, dental and vision plans
• Employee Assistance Program and other mental health resources
• Company paid term life insurance and disability coverage
• 401(k) plan that includes a company match
• Employee Stock Purchase plan
• Paid Time Off for 7 company-wide holidays and an additional floating holiday
• Vacation Time starting with 14 days/year for full-time employees at manager level and 19 days/year for director level
• Sick Time of 80 hours per year for full-time employees
• Complementary stand-by cruises and employee discounts on confirmed cruises
• Personal and professional learning and development resources including tuition reimbursement
• On-site preschool program, wellness center, and health clinic at Miami campus