Cruise Vacation Planning Assist Agent

Title: Cruise Vacation Planning Assist Agent - Hybrid - Ft. Lauderdale - US

Location: Fort Lauderdale, FL United States

This role will have a hybrid schedule.

Job Description:

One of the best-known names in cruising, Princess is the world's leading international premium cruise line and tour company, carrying millions of guests each year to hundreds of destinations around the globe. We give our guests the Medallion Class experience others simply can't. The Love Boat promises something for everyone.

We're looking for an amazing Cruise Vacation Planner Assist. The CVP Assist agent provides assistance to Cruise Vacation Planners by answering incoming calls and emails and consistently delivering on the commitment to drive customer satisfaction and sales through excellent customer service. CVP Assist agents are focused on providing support to our CVPs with their guest's escalated pre-cruise needs such as upselling Princess Products and answering guest questions. The CVP Assist agent will also assist in selling and making bookings for their CVP(s) when they are unavailable. The CVP Assist Agent may be assigned to a group of CVPs or an individual CVP. The role purpose is to allow the CVPs to focus on driving sales to meet and exceed team and departmental targets. The CVP Assist Agent serves as a subject matter expert on products, policies and programs. The CVP Assist will be positioned to allow for real time ad-hoc and scheduled in-person interaction with Senior Leadership to review current sales trends, implement specific research requirements, discuss current and new initiatives to drive improved sales performance and provide input on specific obstacles being encountered in the achievement of sales goals. Having an in-house CVP team will allow for effective productivity evaluations comparing the in-house versus virtual team structures.

Here's a summary of what Princess is looking for in its Cruise Vacation Planner Assist. Is this you?

Responsibilities

• Answer incoming customer phone calls, incoming emails and make outbound calls/emails to take appropriate action for each call/email by utilizing critical thinking to respond to customer inquiries while maintaining customer satisfaction and professionalism.
• Evaluate callers' needs and responds to questions and requests, while maintaining attention to detail and accuracy to provide excellent customer service to the caller. Use company policies and resources to determine if there can be an immediate resolution to a customer issue or if that issue requires managerial input.
• Maneuver through and Input data into the company CRM system to keep each customer record updated for every interaction.
• Make and update bookings accordingly through Princess Polar system.
• Attend mandatory training sessions to stay updated on product or company policy changes
• Review marketing materials (ads, email, and direct mail) to ensure they are up to date on all promotions and activities.
• Check and respond to Team chats and e-mails, and relaying messages accurately and promptly. Ensuring their assigned CVP(s) are kept up to date with all guest issues outcomes and statuses.
• Maintain high ethical standards and professionalism while multitasking and prioritizing as necessary to meet guests' needs.
• Adhere to all required company initiatives, department-specific policies and procedures during daily operations, such as information retention and mandatory training.
• Ensure compliance with all legal and legislative regulations that pertain to the job, including company and department-specific policies.
• Provide back-up assistance to fellow team members in their absence.
• Other duties as assigned.

Requirements

• Experience in the travel and hospitality industry preferred. Experience working in a high-volume call center is preferred.
• One-year experience in positions in the area of sales or customer service.
• Must have excellent interpersonal and communication skills (verbal and written) to interact with customers, employees, and management.
• Must be able to work independently and be self-motivated since you will be working from home.
• Proficiency in the use of computer business applications with working knowledge of computerized reservations systems with the ability to trouble shoot issues independently from home
• Organizational skills and the ability to handle multi-tasking and work under pressure to meet
• Must meet Telecommuting Program requirements.
• Must be legally authorized to work in the United States. Princess is unable to sponsor or take over sponsorship of employment visas at this time (e.g., H-1B status).

Please note: The start date for this role will be April 28, 2025. This role will have a hybrid schedule. The training hours will be Monday through Friday 8:30 AM - 5:15 PM ET. After training, the working hours will be Tuesday through Friday in office reporting to our Ft. Lauderdale, FL office from 10:15 AM - 7 PM Eastern Time. Saturday will be worked remotely from 10:15 AM - 7 PM Eastern Time.

What You Can Expect

• Cruise and Travel Privileges for You and Your Family
• Health Benefits
• 401(k)
• Employee Stock Purchase Plan
• Training & Professional Development
• Tuition & Professional Certification Reimbursement
• Base Hourly Range: $16.35 to $22.07. The range is applicable for the labor market where the role is intended to be hired. Final base salary is directly related to each candidates' qualifications and experience uniquely.

Our Culture… Stronger Together

Our highest responsibility and top priority is compliance, environmental protection and the health, safety and well-being of our guests, the people in the communities we touch and serve, and our shipboard and shoreside employees. Please visit our site to learn more about our Culture Essentials, Corporate Vision Statement and our Core Values at: https://www.princess.com/aboutus/culture-framework/.

Princess is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances.

Americans with Disabilities Act (ADA)

Princess will provide reasonable accommodations with the application process, upon your request, as required to comply with applicable laws. If you have a disability and require assistance in this application process, please contact recruiting@hollandamericagroup.com

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