Resolutions Agent (Virtual)

Job ID 8641 Location Miami Date posted 07/08/2024 Work Style Remote

Job Description

JOB SUMMARY:

Resolutions Agents are responsible for providing advanced support to guests, travel partners, and internal departments, addressing complex issues and ensuring a high level of satisfaction. This role handles escalated guest inquiries and providing savvy solutions, considering the business and guest satisfaction. Responsible for providing accurate information about products, services, and policies, ensuring customers receive prompt and effective assistance.

ESSENTIAL FUNCTIONS:

• Responsible for providing accurate information about products, services, and policies, ensuring customers receive prompt and effective assistance. Work towards one-call resolutions by creatively thinking of solutions that benefit both the guest and Carnival.
• Collaborates with various departments to resolve issues, document interactions and resolutions, and contribute to the continuous improvement of service processes.
• Handling escalated guest inquiries and providing savvy solutions, considering the business and guest satisfaction. Troubleshoot and resolve guest issues, escalating complex problems to higher-level support or relevant departments as necessary.
• Working closely with coach to ensure consistent service quality is a core aspect of the role. Participation in team meetings and training sessions to stay informed and improve skills. Meeting or exceeding performance metrics is expected.
• Ability to follow Contact Center guidelines, maintain excellent attendance and punctuality.
• Support other areas by handling incoming service calls, contributing to our collective success during peak times.
  
  
  

QUALIFICATIONS:

• High School Diploma or GED
• 1 years Minimum of customer service experience required
• Customer service experience in a hospitality industry or Contact Center preferred
• Ability to follow Contact Center guidelines, maintain excellent attendance and punctuality.
• Excellent verbal and written communication.
• Active listening and empathy.
• Ability to troubleshoot and resolve issues effectively, in accordance with Carnival’s established protocols and procedures.
• 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.
• Ability to manage time effectively in a fast-paced environment.
• 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.
  
  
  

ETHICS & COMPLIANCE:

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.

The pay for this role is $17/hr. Offers to 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
• ONLY APPLICANTS IN FL, GA, TX, NC CAN APPLY*******
  
  
  

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.