Casino Sales and Support Specialist Jan 2025 (Virtual) - Carnival Cruise Line
Miami, FL
About the Job
Job Description
JOB SUMMARY:
The Specialist, Casino Sales & Support is the primary contact for servicing incoming calls from direct Carnival and land-based casino guests as well as travel partners. Responsible for sales and service of our casino guests; including new casino bookings, upgrades, and reservation changes such as name, ship and sailing date changes. Resolving issues and inquiries via phone support, while exceeding expectations and delivering an outstanding guest experience to our growing casino audience.
ESSENTIAL FUNCTIONS:
+ Handle a high volume of inbound sales and service calls with varying degrees of complexity from casino guests. Serve as the primary customer service representative in processing or responding to customer concerns and/or inquiries. Perform this by meeting or exceeding productivity standards and goals set by the department while maintaining a high level of guest experience.
+ Perform moderate decision-making functions as it concerns to updating promotions on reservations and/or waiving penalties and fees to resolve issues and maintain guest’s goodwill. Collaborate with cross-functional departments and respond in a positive and expedited manner.
+ Partner with internal departments such as PVP’s, Services, and Fun Experts, to assist casino guest bookings and maximize booking revenue.
+ Actively participate in on-going feedback and coaching sessions from Quality Assurance, Coaches, as well as contribute to team meetings.
+ Perform call-backs/projects to service casino guests as requested by the executive casino host, our casino operations team and/or other members of management/lead department.
QUALIFICATIONS:
+ High School Diploma required
+ 1+ years of Customer Service Call Center experience required
Knowledge, Skills and Abilities:
+ Proficient with Microsoft Office (Outlook, Word, Excel, PowerPoint, Teams, Viva Engage)
+ Must be able to work in a fast-paced environment with a heavy call volume.
+ Demonstrated ability to prioritize multiple tasks.
+ Excellent verbal and written communication and organizational skills.
+ Ability to complete multiple projects, implement decision strategies and effectively communicate to upper management.
+ Must have a high level of interpersonal skills.
+ Ability to work well on a team and independently. Ability to be a self-starter with a strong work ethic
+ Experience navigating through and handling escalated issues.
+ Have a passion for delivering exceptional customer service using internal tools to assist and take ownership resulting in first time resolution.
+ Have strong computer, literacy and numeracy skills, and a keen attention to detail with the ability to multitask.
+ Ability to quickly adapt, learn and apply knowledge to current and changing software.
+ Proven ability to problem-solve and think creatively.
+ Ability to demonstrate excellent adherence to schedule, excellent attendance and punctuality.
+ Ability to adhere to departmental policies and guidelines
#LI-BM1
#LI-Remote
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
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.
https://www.dol.gov/sites/dolgov/files/WHD/legacy/files/fmlaen.pdf
https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf
https://www.dol.gov/sites/dolgov/files/WHD/legacy/files/eppac.pdf
https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf
JOB SUMMARY:
The Specialist, Casino Sales & Support is the primary contact for servicing incoming calls from direct Carnival and land-based casino guests as well as travel partners. Responsible for sales and service of our casino guests; including new casino bookings, upgrades, and reservation changes such as name, ship and sailing date changes. Resolving issues and inquiries via phone support, while exceeding expectations and delivering an outstanding guest experience to our growing casino audience.
ESSENTIAL FUNCTIONS:
+ Handle a high volume of inbound sales and service calls with varying degrees of complexity from casino guests. Serve as the primary customer service representative in processing or responding to customer concerns and/or inquiries. Perform this by meeting or exceeding productivity standards and goals set by the department while maintaining a high level of guest experience.
+ Perform moderate decision-making functions as it concerns to updating promotions on reservations and/or waiving penalties and fees to resolve issues and maintain guest’s goodwill. Collaborate with cross-functional departments and respond in a positive and expedited manner.
+ Partner with internal departments such as PVP’s, Services, and Fun Experts, to assist casino guest bookings and maximize booking revenue.
+ Actively participate in on-going feedback and coaching sessions from Quality Assurance, Coaches, as well as contribute to team meetings.
+ Perform call-backs/projects to service casino guests as requested by the executive casino host, our casino operations team and/or other members of management/lead department.
QUALIFICATIONS:
+ High School Diploma required
+ 1+ years of Customer Service Call Center experience required
Knowledge, Skills and Abilities:
+ Proficient with Microsoft Office (Outlook, Word, Excel, PowerPoint, Teams, Viva Engage)
+ Must be able to work in a fast-paced environment with a heavy call volume.
+ Demonstrated ability to prioritize multiple tasks.
+ Excellent verbal and written communication and organizational skills.
+ Ability to complete multiple projects, implement decision strategies and effectively communicate to upper management.
+ Must have a high level of interpersonal skills.
+ Ability to work well on a team and independently. Ability to be a self-starter with a strong work ethic
+ Experience navigating through and handling escalated issues.
+ Have a passion for delivering exceptional customer service using internal tools to assist and take ownership resulting in first time resolution.
+ Have strong computer, literacy and numeracy skills, and a keen attention to detail with the ability to multitask.
+ Ability to quickly adapt, learn and apply knowledge to current and changing software.
+ Proven ability to problem-solve and think creatively.
+ Ability to demonstrate excellent adherence to schedule, excellent attendance and punctuality.
+ Ability to adhere to departmental policies and guidelines
#LI-BM1
#LI-Remote
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
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.
https://www.dol.gov/sites/dolgov/files/WHD/legacy/files/fmlaen.pdf
https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf
https://www.dol.gov/sites/dolgov/files/WHD/legacy/files/eppac.pdf
https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf
Source : Carnival Cruise Line