Job Description

Welcome to Holland America Line, a premium cruise line dedicated to explorers, foodies and music lovers who want to explore the world on perfectly sized, refreshingly spacious ships filled with one-of-a-kind experiences.

We’re looking for an amazing Reservation Support (HAL) professional to fill this role. This is a remote-based position. You’ll be responsible for answering calls and emails, from internal and external customers, routed to the reservations quality assurance line. Be the primary point of contact for problem resolution, ensuring the highest level of service is maintained internally and externally. As volume or absences warrant, act as primary back up for reservation agents.

Here’s a summary of what Holland America Line is looking for in its Resolution Specialist. Is this you?

Responsibilities

• Answer incoming QA calls as well as HAL independent overflow calls.
• Assist management, staff and co-workers with problem resolution and policy clarification.
• Coach staff in using resources, providing excellent customer service, and sales.
• Satisfactorily resolve problems and answer questions forwarded via email, by internal staff and external customers.
• Satisfactorily resolve problems submitted by writing via mail or fax from external customers.
• Maintain awareness of changing policies and of past and present promotional offers.
• Serve as primary resource for special projects, including crisis lines.
• Answer overflow calls to the Pricing Specialist Line with a primary focus on upsells.
• Perform additional duties as assigned by departmental supervisors.

Requirements

• Strong communication skills both written and verbal.
• Strong interpersonal skills, specifically the ability to positively interact with individuals at all levels.
• Ability to negotiate and factor business needs
• Computer knowledge must include Excel, Word and Outlook.
• Ability to manage multiple tasks and prioritize effectively.
• Ability to maintain confidentiality.
• Must be able to work independently, under stressful conditions.
• Customer-centric and service-focused.
• Passionate, committed, and enthusiastic.
• Personable, welcoming, and engaging.
• Has a positive can-do attitude, is driven, is a hard worker.
• Accountable, honest, fair, and consistent.
• Open minded; embraces change and opportunities to grow.
• Good team player, supportive and shows care and respect for others.
• Dedicated to making fun and memorable a way of life for our customers, travel partners, and each other

What You Can Expect

• Cruise and Travel Privileges for You and Your family
• Health Benefits
• Flex Friday
• 401(k)
• Employee Stock Purchase Plan
• Training & Professional Development
• Tuition & Professional Certification Reimbursement
• Rewards & Incentives
• Base Salary Range: $15.38 to $19.71. 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.hollandamerica.com/en_US/our-company/mission-values.html

Holland America 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)

Holland America 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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