Position Summary:

Responsible for handling high-volume Celebrity Cruises group sales and service calls from direct consumers. Proactively probes for needs and closes new sales opportunities and services existing direct group business. Discusses and gains agreement on policies and procedures with customers and handles all routine and out-of-the-ordinary direct group requests and situations. Handles all aspects of direct group reservations from creation to after sailing follow-up.

This position is fully remote.

Essential Duties and Responsibilities:

• Handles all aspects of direct consumer groups anprovidesde access to all client service areas within the Celebrity Cruises organization in a one-stop platform. Handles inbound and outbound calls, emails, faxes and mail from direct consumers interested in group travel or already reserved group travel.
• Responsible for processing a high volume of basic, routine transactions for all direct groups, including allocating and maintaining stateroom inventory, air gateways, pre and post hotel packages, and dining assignments, entering manifests, and applying payments. Clearly communicates group benefits including Group Amenity Plus points program and tour conductor program to consumers. Answers general and specific questions regarding their groups, product offerings, and policies. Proactively manages all aspects of inventory (stateroom, air, hotels, transfers, etc.) and collection of payments.
• Responsible for proactively managing the relationship with direct consumers for groups under coordination by clearly explaining what is expected from the guest and what they can expect from Celebrity Cruises. Responsible for overseeing all aspects of group from date of initial booking to sailing termination. Responsible for processing amenity requests and dining assignments, and handling all non-routine and out of the ordinary requests and situations.
• Oversees all aspects of group and FIT coordination for the most unique and complex products such as Cruisetours.
• Investigates guest complaints on bookings, product, service, billing, air, credit, or pre/post vacation experiences.
• Examines booking history, accounting information, related documents and correspondence and converses or corresponds with customer and other company personnel such as Air/Sea, Groups, Reservations, Accounting, Revenue Management, Documentation, sales etc, to obtain facts regarding guest complaint.
• Examines pertinent information to determine accuracy of customer complaint and to determine findings, adjustments, and recommendations such as credit for future cruise, refund of money, credit of customers account, or adjustment of customer¿s bill, cabin upgrade, restoration of booking etc.
• Appropriately handles buy-in group phone calls and actively collects all individuals within a group contact information such as mailing address, phone number, email address, etc.
• Recommends to management improvements in product, booking and documentation methods, revenue management procedures, service and accounting procedures etc. Finds options and alternatives and communications limitations in a positive manner.
• Records accurate transaction histories and prepares customer correspondence directed to guests. Prepares workflow documents directed to accounting for the purpose of researching and amending financial transactions.
• Performs other duties as required. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor or management.

Qualifications:

• Associate's degree (AA) or equivalent from an accredited college or university, OR 3-5 years of experience and/or training; OR an equivalent combination of education and experience required.
• One year of experience in high volume call center or sales/customer service work environment preferred.
• Experience with AS400/ Legasuite is a perk.
• Microsoft Office Suite experience preferred.

It is the policy of the Company to ensure equal employment and promotion opportunity to qualified candidates without discrimination or harassment on the basis of race, color, religion, sex, age, national origin, disability, sexual orientation, sexuality, gender identity or expression, marital status, or any other characteristic protected by law. RCL and each of its subsidiaries prohibit and will not tolerate discrimination or harassment.