JOB SUMMARY:
The Specialist, Casino Sales & Support is the primary contact for servicing incoming calls from direct Carnival and land-based casino guests and travel partners. The incumbent in this role is responsible for sales and service to casino guests which includes, new casino bookings, booking upgrades, and reservation changes. The Specialist, Casino Sales and Support resolves issues and inquiries via phone support while delivering an outstanding guest experience. Excellent attendance and punctuality is an essential function.
ESSENTIAL FUNCTIONS:
- Handles inbound sales and service calls with varying degrees of complexity from casino guests. Serves as the primary customer service representative in processing or responding to customer concerns and/or inquiries. Expected to meet and/or exceed departmental productivity standards and goals while maintaining a high level of guest satisfaction.
- Updating promotions on reservations and/or waives penalties and fees to resolve issues and maintain guest’s goodwill. Collaborates with cross-functional departments to 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.
- Performs other duties as assigned
- Complies with all policies and standards
QUALIFICATIONS:
- High School Diploma required
- 1+ years of Customer Service Call Center experience required
- Navigating through and handling escalated issues 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
- Must be able to remain in a stationary position at a desk and/or computer for extended periods of time.
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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 UsAbout Us
At Carnival Cruise Line, our mission is to consistently deliver safe, fun, and memorable vacations at a great value. As the world’s most popular cruise line, we offer a variety of unique experiences across our fleet, ensuring that every voyage is filled with excitement and discovery. From world-class entertainment and dining to exploring stunning destinations, we create lasting memories for our guests while maintaining a dedication to the places we visit and the lives we touch.
Join us and embark on a career that offers not only the chance to grow professionally but also the opportunity to be part of a global community that makes a difference.
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 Corporation 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 or sensory disability, or any other classification protected by applicable local, state, federal, and/or international law.
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Skills Required
- High School Diploma
- 1+ years of Customer Service Call Center experience
- Experience navigating and handling escalated issues
- Proficient with Microsoft Office (Outlook, Word, Excel, PowerPoint, Teams, Viva Engage)
- Excellent verbal and written communication and organizational skills
- Ability to work in a fast-paced environment with heavy call volume and meet productivity standards
- Excellent attendance, punctuality, and adherence to schedule
- Ability to remain stationary at a desk/computer for extended periods
What We Do
CCL Industries Inc. employs approximately 26,000 people operating 213 production facilities in 43 countries with corporate offices in Toronto, Canada, and Framingham, Massachusetts. CCL is the world’s largest converter of pressure sensitive and specialty extruded film materials for a wide range of decorative, instructional, functional and security applications for government institutions and large global customers in the consumer packaging, healthcare & chemicals, consumer electronic device and automotive markets. Extruded & laminated plastic tubes, aluminum aerosols & specialty bottles, folded instructional leaflets, precision decorated & die cut components, electronic displays, polymer bank note substrate and other complementary products and services are sold in parallel to specific end-use markets. Avery is the world’s largest supplier of labels, specialty converted media and software solutions for short-run digital printing applications for businesses and consumers available alongside complementary products sold through distributors, mass market stores and e-commerce retailers. Checkpoint is a leading developer of RF and RFID based technology systems for loss prevention and inventory management applications, including labeling and tagging solutions, for the retail and apparel industries worldwide. Innovia is a leading global producer of specialty, high-performance, multi-layer, surface-engineered films for label, packaging and security applications. The Company is partly backward integrated into materials science with capabilities in polymer extrusion, adhesive development, coating & lamination, surface engineering and metallurgy, deployed as needed across the four business segments.
