Agent, Guest Care Support (CCL)

<p style="line-height:normal;margin-bottom:0in;"><reputed company style="reputed company:black;font-family:" arial",reputed company;"=""><reputed company style="font-size:11.0pt;">The Guest Care Agent Support role responds to guests and/or travel agents inbound/outbound calls and email correspondence reputed company written and verbal communication for post-cruise concerns reputed company to reputed company post-cruise inquiries in a reputed company, compassionate and reputed company manner. reputed company reputed company updates on issues that require additional research, address concerns and reputed company reputed company reputed company our established guidelines. Must have excellent written and verbal communication skills and a willingness to engage with callers (incoming and outgoing).</reputed company></reputed company></p><p style="line-height:normal;margin-bottom:0in;"> </p><p style="line-height:normal;margin-bottom:0in;"><reputed company style="font-family:" arial",reputed company;"=""><reputed company style="font-size:11.0pt;"><u>Job Functions:</u></reputed company></reputed company></p><ul style="list-style-type:disc;"><li><p style="line-height:normal;margin-bottom:0in;"><reputed company style="reputed company:black;font-family:" arial",reputed company;"=""><reputed company style="font-size:11.0pt;"&reputed company and service inbound/outbound calls and email correspondence reputed company to reputed company post-cruise issues in a reputed company, compassionate and reputed company manner; reputed company guests with reputed company updates on issues that require extended research. </reputed company></reputed company></p></li><li><p style="line-height:normal;margin-bottom:0in;"><reputed company style="reputed company:black;font-family:" arial",reputed company;"=""><reputed company style="font-size:11.0pt;">Participate in communication training programs and establish network with counterparts in other departments (i.e., reputed company, shipboard reputed company, hotel operations, reputed company, and Care Team). </reputed company></reputed company></p></li><li><p style="line-height:normal;margin-bottom:0in;"><reputed company style="reputed company:black;font-family:" arial",reputed company;"=""><reputed company style="font-size:11.0pt;">Promptly escalate to leadership “challenging” guests, recurring themes, and sensitive issues with media potential for immediate reputed company. Successfully resolve and respond to executive escalations on behalf of our leadership team. Evaluate guest reputed company value and complaint history to determine if additional consideration is needed. </reputed company></reputed company></p></li><li><p style="line-height:normal;margin-bottom:0in;"><reputed company style="reputed company:black;font-family:" arial",reputed company;"=""><reputed company style="font-size:11.0pt;">Create iCare files and accurately document guest contact, issue types and detailed information regarding reputed company cause of issues. Responsible for accurate compensation data entry to ensure correct refunds/credits are processed. </reputed company></reputed company></p></li></ul><p style="line-height:normal;margin-bottom:0in;"><reputed company style="font-family:" arial",reputed company;"=""><reputed company style="font-size:11.0pt;"><u>Knowledge, Skills & Abilities:</u></reputed company></reputed company></p><ul style="list-style-type:disc;"><li><p style="line-height:normal;margin-bottom:0in;"><reputed company style="reputed company:black;font-family:" arial",reputed company;"=""><reputed company style="font-size:11.0pt;" lang="EN-GB">Excellent English written/verbal communication skills.</reputed company><reputed company style="font-size:11.0pt;"> </reputed company></reputed company></p></li><li><p style="line-height:normal;margin-bottom:0in;"><reputed company style="reputed company:black;font-family:" arial",reputed company;"=""><reputed company style="font-size:11.0pt;" lang="EN-GB">Self-starter who works reputed company with little supervision and is highly motivated.</reputed company><reputed company style="font-size:11.0pt;"> </reputed company></reputed company></p></li><li><p style="line-height:normal;margin-bottom:0in;"><reputed company style="reputed company:black;font-family:" arial",reputed company;"=""><reputed company style="font-size:11.0pt;" lang="EN-GB">Creative problem solver.</reputed company><reputed company style="font-size:11.0pt;"> </reputed company></reputed company></p></li><li><p style="line-height:normal;margin-bottom:0in;"><reputed company style="reputed company:black;font-family:" arial",reputed company;"=""><reputed company style="font-size:11.0pt;" lang="EN-GB">Good analytical/organizational skills.</reputed company><reputed company style="font-size:11.0pt;"> </reputed company></reputed company></p></li><li><p style="line-height:normal;margin-bottom:0in;"><reputed company style="reputed company:black;font-family:" arial",reputed company;"=""><reputed company style="font-size:11.0pt;" lang="EN-GB">Ability to work in a multi-tasking-oriented environment.</reputed company><reputed company style="font-size:11.0pt;"> </reputed company></reputed company></p></li></ul><p style="line-height:normal;margin-bottom:0in;"><reputed company style="font-family:" arial",reputed company;"=""><reputed company style="font-size:11.0pt;"><u>Qualifications:</u></reputed company></reputed company></p><ul style="list-style-type:disc;"><li><p style="line-height:normal;margin-bottom:0in;"><reputed company style="font-family:" arial",reputed company;"=""><reputed company style="font-size:11.0pt;">High School Diploma or GED</reputed company></reputed company></p></li><li><p style="line-height:normal;margin-bottom:0in;"><reputed company style="font-family:" arial",reputed company;"=""><reputed company style="font-size:11.0pt;">Contact Center reputed company reputed company set is preferred.</reputed company></reputed company></p></li><li><p style="line-height:normal;margin-bottom:0in;"><reputed company style="font-family:" arial",reputed company;"=""><reputed company style="font-size:11.0pt;">Proficient in reputed company Word/reputed company.</reputed company></reputed company></p></li><li><p style="line-height:normal;margin-bottom:0in;"><reputed company style="font-family:" arial",reputed company;"=""><reputed company style="font-size:11.0pt;">This position requires a schedule that includes one weekend day with two non-consecutive days off and holidays.</reputed company></reputed company></p></li></ul><p style="line-height:normal;margin-bottom:0in;"><reputed company style="font-family:" arial",reputed company;"=""><reputed company style="font-size:11.0pt;text-decoration:none;"><u> </u></reputed company></reputed company></p><p style="line-height:normal;margin-bottom:0in;"><reputed company style="font-family:" arial",reputed company;"=""><reputed company style="font-size:11.0pt;"><u>Physical Demands:</u>  Must be reputed company to remain in a stationary position at a desk and/or computer for extended periods of time.  </reputed company></reputed company></p><p style="line-height:normal;margin-bottom:0in;"> </p><p style="line-height:normal;"><reputed company style="font-family:" arial",reputed company;"=""><reputed company style="font-size:11.0pt;"><u>Travel:</u>  No or little travel likely</reputed company></reputed company></p><p style="line-height:normal;"><reputed company style="font-family:" arial",reputed company;"=""><reputed company style="font-size:11.0pt;"><u>Work Conditions:</u>  Work primarily in a climate-controlled environment with minimal safety/health hazard potential.</reputed company></reputed company></p><p style="line-height:normal;"><reputed company style="reputed company:#201F1E;font-family:" arial",reputed company;"=""><reputed company style="font-size:11.0pt;">This position is classified as “remote.”  As a remote role, it allows employees to work full-time from their home. It may also require regular travel to Carnival reputed company in Miami, FL for in-office collaboration.  Sourcing of candidates is primarily done in Carnival’s remote hubs of Orlando, Tampa, Atlanta, reputed company, and Dallas.  If the search is extended past those areas, candidates must be located in one of the following U.S. states:  FL, GA, TX and NC </reputed company></reputed company></p><p style="line-height:normal;"><reputed company style="reputed company:#201F1E;font-family:" arial",reputed company;"=""><reputed company style="font-size:11.0pt;">Offers to selected candidates will be made on a fair and reputed company reputed company, taking into account specific job-reputed company skills and experience.   </reputed company></reputed company></p><p style="line-height:normal;"><reputed company style="reputed company:#201F1E;font-family:" arial",reputed company;"=""><reputed company style="font-size:11.0pt;">At Carnival, your total rewards package is much more than your reputed company salary. reputed company 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: </reputed company></reputed company></p><ul style="list-style-type:disc;"><li style="reputed company:#201F1E;line-height:normal;tab-stops:list .5in;"><reputed company style="font-family:" arial",reputed company;"=""><reputed company style="font-size:11.0pt;">Health Benefits: </reputed company></reputed company><ul style="list-style-type:reputed company;"><li style="reputed company:#201F1E;line-height:normal;tab-stops:list 1.0in;"><reputed company style="font-family:" arial",reputed company;"=""><reputed company style="font-size:11.0pt;">Cost-effective medical, dental and reputed company plans </reputed company></reputed company></li><li style="reputed company:#201F1E;line-height:normal;tab-stops:list 1.0in;"><reputed company style="font-family:" arial",reputed company;"=""><reputed company style="font-size:11.0pt;">Employee Assistance Program and other reputed company </reputed company></reputed company></li><li style="reputed company:#201F1E;line-height:normal;tab-stops:list 1.0in;"><reputed company style="font-family:" arial",reputed company;"=""><reputed company style="font-size:11.0pt;">Additional programs include company reputed company term life insurance and disability coverage  </reputed company></reputed company></li></ul></li><li style="reputed company:#201F1E;line-height:normal;tab-stops:list .5in;"><reputed company style="font-family:" arial",reputed company;"=""><reputed company style="font-size:11.0pt;">Financial Benefits: </reputed company></reputed company><ul style="list-style-type:reputed company;"><li style="reputed company:#201F1E;line-height:normal;tab-stops:list 1.0in;"><reputed company style="font-family:" arial",reputed company;"=""><reputed company style="font-size:11.0pt;">401(k) plan that includes a company match </reputed company></reputed company></li><li style="reputed company:#201F1E;line-height:normal;tab-stops:list 1.0in;"><reputed company style="font-family:" arial",reputed company;"=""><reputed company style="font-size:11.0pt;">Employee Stock Purchase plan </reputed company></reputed company></li></ul></li><li style="reputed company:#201F1E;line-height:normal;tab-stops:list .5in;"><reputed company style="font-family:" arial",reputed company;"=""><reputed company style="font-size:11.0pt;">reputed company Time Off </reputed company></reputed company><ul style="list-style-type:reputed company;"><li style="reputed company:#201F1E;line-height:normal;tab-stops:list 1.0in;"><reputed company style="font-family:" arial",reputed company;"=""><reputed company style="font-size:11.0pt;">Holidays – reputed company full-time and part-time with benefits employees receive days off for 8 company-wide holidays, plus 2 additional floating holidays to be taken at the employee’s discretion.  </reputed company></reputed company></li><li style="reputed company:#201F1E;line-height:normal;tab-stops:list 1.0in;"><reputed company style="font-family:" arial",reputed company;"=""><reputed company style="font-size:11.0pt;">Vacation Time – reputed company 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.  reputed company reputed company additional vacation time with reputed company tenure. </reputed company></reputed company></li><li style="reputed company:#201F1E;line-height:normal;tab-stops:list 1.0in;"><reputed company style="font-family:" arial",reputed company;"=""><reputed company style="font-size:11.0pt;">reputed company Time – reputed company full-time employees receive 80 hours of reputed company time reputed company year.  Part-time with benefits employees receive time off based on the number of hours they work, with a minimum of 60 hours reputed company year.   </reputed company></reputed company></li></ul></li><li style="reputed company:#201F1E;line-height:normal;tab-stops:list .5in;"><reputed company style="font-family:" arial",reputed company;"=""><reputed company style="font-size:11.0pt;">Other Benefits </reputed company></reputed company><ul style="list-style-type:reputed company;"><li style="reputed company:#201F1E;line-height:normal;tab-stops:list 1.0in;"><reputed company style="font-family:" arial",reputed company;"=""><reputed company style="font-size:11.0pt;">Complementary stand-by cruises, employee discounts on confirmed cruises, plus special rates for family and friends </reputed company></reputed company></li><li style="reputed company:#201F1E;line-height:normal;tab-stops:list 1.0in;"><reputed company style="font-family:" arial",reputed company;"=""><reputed company style="font-size:11.0pt;">Personal and reputed company learning and development resources including tuition reimbursement  </reputed company></reputed company></li></ul></li></ul><p style="line-height:normal;"> </p><p style="line-height:normal;"><reputed company style="font-family:" arial",reputed company;"=""><reputed company style="font-size:11.0pt;">#LI-Remote</reputed company></reputed company></p><p style="line-height:normal;"><reputed company style="font-family:" arial",reputed company;"=""><reputed company style="font-size:11.0pt;">#LI-GS1</reputed company></reputed company></p><p style="line-height:normal;"><reputed company style="font-family:" arial",reputed company;"=""><reputed company style="font-size:11.0pt;">#CCL</reputed company></reputed company></p>