Cruise Operations Coordinator

EBG is an e-commerce solutions provider specializing in travel and entertainment, and also offering retail products and services, voluntary benefits and insurance. 

EBG powers a robust portfolio of technology solutions and operates a network of employer and membership-based platforms reaching a captive audience, providing leading brands with incremental distribution opportunities. EBG's expanded network reaches over 100 million users from participating companies and closed loop affinity and membership groups. 

EBG owns and operates one of the largest and most comprehensive employee savings programs in the country — serving over 40,000 corporate clients through its proprietary platforms TicketsatWork, Plum Benefits, Working Advantage and Beneplace. 

EBG is a b2b2c company headquartered in Miami (Aventura), with offices in New York, Orlando, and Austin. We offer a hybrid work environment with a balance of collaboration and flexibility.

A Cruise Operations Coordinator plays a key role in supporting Cruise Operations by managing booking processes, ensuring a seamless customer journey, and assisting leadership and our BPO Team Leads in daily operations. This role requires strong organizational skills, attention to detail, and the ability to collaborate across teams to enhance both customer and partner experiences.

Duties and Responsibilities

• Manage the fulfillment of onboard credits and gifts to ensure timely delivery and uphold guest value propositions.
• Maintain accurate, detailed spreadsheets and records.
• Collaborate with Team Leads as needed to support operational goals.
• Handle guest issues and escalations with professionalism and efficiency.
• Perform work effectively in both remote and in-office environments.
• Provide outstanding customer service to all guests and clients, both internal and external.
• Deliver professional written and verbal support to guests and partners.
• Support management in coordinating crew meetings with Cruise Partners.
• Assist in the preparation and distribution of updates, training materials, and team activities.
• Make and receive phone calls on recorded lines in accordance with company policy.
• Perform additional duties as assigned.

#LI-Hybrid

• Experience working with management software for tickets or customer information (such as JIRA or Zendesk or other CRMs).
• Excellent customer service and client relationship management skills.
• Strong problem-solving abilities with attention to detail.
• Intermediate proficiency in Microsoft Office applications, including Outlook, Excel, Word, and PowerPoint.
• Demonstrated passion for travel and entertainment.
• High energy with the ability to work independently, stay focused on goals, and manage priorities effectively.
• Strong professional communication skills, both written and verbal.
• Ability to multitask, collaborate as a team player, and maintain strong organizational skills.
• Relevant experience in events, hospitality, attractions, box office operations, yield management, technical operations, or data analysis.
• Adaptable to change with a positive, can-do attitude.
• Experience working for a travel agency is a plus.

Entertainment Benefits Group offers outstanding employee benefits including:

• Medical, Dental & Vision
• 401k Match
• Short Term Disability, Long Term Disability (Company Paid)
• Company Paid Basic Life and AD&D
• Additional Voluntary Benefits 
• Flexible Work Arrangements
• 3 Weeks of PTO + 5 Personal Days
• Paid Holiday Break from Christmas to New Year
• Paid Holidays
• Fitness Reimbursement Program
• Annual Day of Giving
• Share in the FUN! EBG gives $1000 per year in Tickets-At-Work gift cards to full-time employees to experience and enjoy the savings marketplace!

The statements contained herein reflect general details as necessary to describe the principal functions of this job, the level of knowledge and skill typically required, and the scope of responsibility, but should not be considered an all-inclusive listing of work requirements. All your information will be kept confidential according to EEO guidelines.