Customer Care Representative

Prestige Travel & Cruises Inc. The largest Travel Agency in Southern Nevada continues to grow after 41 years in business, and we would like to invite you to join our family! The Customer Care of our Cruise Division (PrestigeCruises.com) offers pre-packaged cruise vacations to destinations around the world.

We are looking for motivated, ambitious and energetic individual to join our fast-growing cruise customer care team who love cruising and seeing the world. The individuals we are looking for will provide unforgettable customer service experience assisting guests with questions on their dream cruise vacations, while building long lasting relationships with our customers from all over the world! We rely on outstanding team members who are passionate about what they do and committed to providing excellent service. We'll provide you with all the training, tools and support you need to succeed and grow within our organization.

Our Cruise Care Representatives are highly trained who will assist guests with ocean-going cruises, river cruises, pre-packaged Air and Cruise Vacations to Europe, Alaska, Asia & Australia as well as many other destinations throughout the world. Our employees come from a variety of backgrounds but have one thing in common--they love to help dream vacations turn into reality!

What Prestige Cruises has to offer you:

• Fantastic travel perks, incentives and bonuses available.
• Full benefits including insurance and 401K.
• Fun atmosphere with relaxed dress code.
• Career advancement and growth opportunities.
• Uncapped earning potential earn $37K-$42K Servicing Our Clients

Job Description

What You’ll be doing: A DAY IN THE LIFE of a Customer Care Representative

• The Inbound cruise care representative will answer inbound calls to assist travelers with questions on their upcoming vacation.
• Conduct research to provide answers for customers to resolve their issues
• Respond to emails from clients in a professional manner
• Assist online cruise bookings with questions and offer upsell to better cabin and or amenities for their upcoming vacation
• Make final payments on reservation
• Offer upsells to clients to other cabin types when available
• Offer travel insurance to all callers to protect the clients investment
• Follow company procedures are being followed in a methodical and chronological way to ensure protection of guests and PrestigeCruises.com
• Research, explore and study different travel destination options
• Stay up to date on destination requirements including customs, weather conditions, government regulations and staying up to date on covid procedures for respective cruise lines and destinations.
• Chat online with customer to assist guests
• Attend training in person sessions and online training with preferred cruise lines to stay up to date on industry/travel changes and enhancements.
• Communicate with specific organizational support departments as necessary and escalate major issues to the appropriate supervisor to ensure quick resolution for our clients.
• Provide a professional image of Prestige Cruises both in face to face interactions with the cruise lines as well as phone etiquette with clients.
• Adhere to all applicable department attendance, phone adherence and conformance expectations as outlined in new hire training and through Supervisor guidance.

TRAINING & TRAVEL

• Cruise Line training programs
• Individual one-on-one mentoring
• Opportunities for cruise inspections and free cruise travel
• Discounted hotel programs with certified training

COMPANY CULTURE

• Dynamic and fast-growing company
• Balance between independent and team-oriented work
• A welcoming, enjoyable, and interactive environment – seasonal events, lunches, give aways etc.
• Flexible start and end time hours
• Work closely and communicate with multiple departments including our promotions team, sales team , & air department

SCHEDULE
Must be flexible and able to work days, evenings, and weekends. Current Cruise Center operating hours are Mondays – Fridays 7:00AM – 8:00PM and Saturdays & Sundays 7am-530pm. Operating hours will be expanding to 6am-8pm Monday-Friday and weekends from 7am-530pm.

Schedule provided 30 days in advance

Shift swapping is allowed after completion of training

Open 365 Days a Year

We are a family owned company and will work with all employees to assist with scheduling requests as much as possible.

6 Paid Holidays

Paid Time Off (Accrual starts first day of employment and can be used after 90 days of employment)

Minimum Requirements

• No previous travel business experience is necessary. Full training and support are provided from our great team of Cruise Experts. However personal cruise experience is preferred
• Experience in customer service
• Excellent verbal and written communication skills
• Internet and computer savvy
• Highly organized with strong attention to detail
• Average typing speed minimum of 35 WPM
• Ability to multi task
• Ability to work independently
• Physical requirements: Ability to sit for up to 8 hours a day using a computer and telephone simultaneously. Ability to see and read multiple monitors and to answer incoming calls in accordance to achieve call metrics.
• Ability to work cohesively with others in a fun, fast paced environment

Preferred Qualifications:

• 6 months or more of customer service experience
• High school diploma or equivalent
• Recognize, apply and explain cruise product and service knowledge
• Client/Account Management CRM experience. Client Base a Plus.
• Experience in a fast-paced environment
• Cruise Experience a Plus
• Computer savy individual
• Call Center Experience Preferred but not required
• Experience in fast pace environment and accountability on call metrics

Benefits Included:

• Travel perks/discounts
• Paid-time off
• 401k program
• Ongoing training and professional development
• Dental insurance
• Health insurance
• Vision insurance
• AFLAC

Schedule:

• Full Time (40 Hours)

Supplemental Pay:

• Monthly Bonus program average of $500 per month, no cap
• Travel Discounts Including Free Cruises

Job Type: Full-time

Pay: $33,280.00 per year

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Referral program
• Vision insurance

Shift:

• 8 hour shift
• Day shift

Application Question(s):

• How many cruises have you been on?
• Where have you traveled to?

Experience:

• Customer service: 1 year (Required)

Work Location: In person

Salary : $33,280