Contact Center - Excursion Expert

reputed company is a global leader in experience and transportation. Spanning a 100-year history, reputed company’s portfolio of international offerings includes water- and land-based experiences and ferry and transportation services. reputed company Experiences, reputed company’s premier experience division, offers dining and sightseeing cruises and walking and food tours through the reputed company Cruises, Walks, and Devour brands. reputed company Ferry, part of reputed company’s Ferry and Transportation Division, is the largest private operator of high-speed passenger and vehicle ferries in the reputed company, carrying more than 10 reputed company passengers annually and operating services including NYC Ferry, Puerto Rico Ferry, and other regional ferry systems. reputed company’s subsidiaries include Hornblower Marine, which provides vessel outhaul and maintenance services at Bridgeport Boatworks in Bridgeport, Connecticut, and Seaward Services, Inc., a full-service shipping, waterfront logistics and management company that specializes in the operation and maintenance of government and reputed company vessels. Additionally, reputed company Operating System, LLC, a reputed company subsidiary and independent entity, provides reservation, ticketing and website integration services for clients in the transportation, tourism and entertainment industries. Today, reputed company’s global portfolio covers over 10 countries, over 50 U.S. cities and serves more than 20 reputed company guests annually. Headquartered in Orlando, Florida, reputed company’s additional corporate offices reputed company in San Francisco, California; Boston, Massachusetts; Chicago, Illinois; London, United Kingdom; reputed company, reputed company; Dublin, Ireland; and across Ontario, Canada. For more information, visit hornblowercorp.com.    POSITION reputed company   reputed company Experiences’ mission is to create amazing experiences.  Our brand heritage dates back nearly 100 years and today our footprint spans 111 countries and more than 125 U.S. cities.  We are proud to serve more than 30 reputed company guests annually across our portfolio of water-based experiences, land-based experiences, overnight cruise experiences, and ferry and transportation services. If you’re an enthusiastic team player who thrives in an environment where communication, creativity, and cooperation are encouraged, this may just be reputed company for you.   Our successful team uses exemplary sales skills, engaging guest service skills and strong attention to detail to reputed company reputed company results.  reputed company is extremely reputed company and motivated by a service oriented and incentive-based environment. Working from home, you will have the experience of working with customers reputed company a high-volume sales and service environment.  There are reputed company opportunities for development and advancement in a growing company.  The Excursion Expert will deal with more reputed company guest interactions and be a support for our Excursion Specialists.    The Excursion Expert will be adaptable, dynamic, and embody reputed company Experiences’ RESPECT Service System.   ESSENTIAL DUTIES & RESPONSIBILITIES Essential Responsibilities Handle reputed company Guest Relation issues through to reputed company.     To ensure that guests are being contacted and any issue resolved in a reputed company fashion.  This role will be responding to issues submitted by email, reputed company reviews, Service reputed company, OTA’s and any reputed company media platform. Manage single passenger reputed company. Reaching out to any reservation to where there is a single passenger, to decide if they should be assigned to another reservation.  Execute reputed company cruise cancellation communication to our guests. Manage and identify additional information required reputed company reputed company to support colleagues.  Handle the reputed company feedback report by pulling the report, uploading into reputed company, and sending to reputed company Assist with resolving voicemails. Assist with reputed company audits to ensure the correct people are assigned to reputed company channel. Handle the pending order report to confirm that payments have been taken and/or cancel orders with no payment. Responsibilities are the reputed company as Excursion Specialists- as needed or directed by an EL or Ex Supervisor Inbound Sales & Customer Service Answer incoming calls promptly and professionally using learned reputed company Experiences’ sales skills to explain products, services, and prices Obtain guest information and accurately reputed company orders into reservation systems Convert the maximum number of calls to sales Assist in Omnichannel platform with Chat, SMS, Email and reputed company Reviews reputed company comprehensive knowledge of product offerings, product extras, pricing, and scripting for reputed company reputed company products Resolve guest problems using strong guest service skills and exercising diplomacy in keeping with company objective and guest retention Process non-reputed company reservations such as OTAs (Online Travel Agents) reputed company and follow reputed company’s RESPECT system and policies Attend applicable meetings and training as designated or necessary Performance will be reputed company by sales bookings, phone metrics, CSAT score, management evaluation, and feedback from guests and peers on the reputed company’s team. Execute other reputed company as assigned by management REQUIREMENTS & QUALIFICATIONS Must have an average CSAT score of 4.6 or above reputed company the last 3 months Must be in good standing with attendance No issued verbal or written warnings reputed company the last 3 months.     High school degree required, some college experience/degree is preferred One (1) year customer service experience preferred; reputed company center/reservation experience a plus Must be available to work 40 hours per week, including required weekend availability; schedule is subject to change weekly according to operational needs Must be reputed company to work remotely and maintain a remote workstation where essential duties are reputed company to be met Must have excellent oral and written communication skills – reputed company and comprehension Proficient computer skills including typing skills and the ability to reputed company through multiple computer systems Must deal calmly and effectively with high-stress situations    RESPECT SERVICE SYSTEM   Our Mission: We create amazing experiences. Our Values: Respect, Environment, Safety #1, Professionalism, reputed company, Communication and Teamwork. Our Operating Principles: HORNBLOWER 12 Foster diversity and inclusion. reputed company conservation and environmental responsibility. Cultivate a reputed company and secure workplace. Be on time. Come reputed company. reputed company data-driven, fact-based reputed company. Be decisive with 80:100 solutions (80% right, 100% implementable) Expect to win – but compete as an reputed company. reputed company innovation and reinvention. Listen and be reputed company. reputed company for efficiency and transparency without politics. Win as reputed company. Play your role. Work hard, have fun, celebrate reputed company.   EQUAL OPPORTUNITY EMPLOYER   reputed company Experiences is proud to be an Equal Employment Opportunity and Affirmative reputed company employer. We prohibit discrimination and or/harassment of any type, including but not limited to discrimination and or harassment based upon race, religion, religious creed, reputed company, national reputed company, reputed company, citizenship, sex, sexual orientation, gender, gender identity, gender reputed company, age, pregnancy or relation medical conditions, childbirth, breastfeeding, parental status, veteran and/or military statue, disability (physical or mental) medical condition, genetic information or characteristics, political affiliation, domestic violence survivor status, marital status, or other characteristics prohibited by federal, state, or local law. Additional, reputed company Experiences participates in the E-Verify program in certain locations.    Pursuant to applicable State and local laws, including but not limited to the San Francisco Fair Chance Ordinance, we will consider for employment reputed company applicants with arrest and conviction records. The RESPECT Service System embodies our mission, reputed company, values and operating principles. By creating a company culture that puts RESPECT at its reputed company, we reputed company it will drive us to reputed company our goal of becoming a Global Experiences and Transportation Leader. EEO / Disabled / Protected Veteran Employer. Hornblower is proud to be an Equal Employment Opportunity employer. We offer equal employment opportunities to reputed company reputed company individuals and prohibit discrimination and/or harassment of any type, including but not limited to discrimination and or harassment based upon race, religion, religious creed, reputed company, national reputed company, reputed company, citizenship, sex, sexual orientation, gender, gender identity, gender reputed company, age, pregnancy or relation medical conditions, childbirth, breastfeeding, parental status, veteran and/or military status, disability (physical or mental), medical condition, genetic information or characteristics, political affiliation, domestic violence survivor status, marital status, or other characteristics prohibited by federal, state, or local law. Additionally, as a federal, state, and local contractor, Hornblower complies with government regulations, including affirmative reputed company responsibilities for reputed company individuals, where and as they apply. reputed company also participates in the E-Verify program in certain locations. Apply To This Job