[Hiring] Casino Sales and Support Specialist @Carnival Corporation

Role Description

The Specialist, Casino Sales & Support is the primary contact for servicing incoming calls from direct Carnival and land-based casino guests and travel partners. The incumbent in this role is responsible for sales and service to casino guests which includes:

• New casino bookings
• Booking upgrades
• Reservation changes

The Specialist resolves issues and inquiries via phone support while delivering an outstanding guest experience. Excellent attendance and punctuality is an essential function.

Essential Functions

• Handles inbound sales and service calls with varying degrees of complexity from casino guests.
• Serves as the primary customer service representative in processing or responding to customer concerns and/or inquiries.
• Expected to meet and/or exceed departmental productivity standards and goals while maintaining a high level of guest satisfaction.
• Updating promotions on reservations and/or waives penalties and fees to resolve issues and maintain guest’s goodwill.
• Collaborates with cross-functional departments to respond in a positive and expedited manner.
• Partners with internal departments such as PVP’s, Services, and Fun Experts, to assist casino guest bookings and maximize booking revenue.
• Actively participates in ongoing feedback and coaching sessions from Quality Assurance, Coaches, as well as contributes to team meetings.
• Performs call-backs/projects to service casino guests as requested by the executive casino host, our casino operations team and/or other members of management/lead department.
• Performs other duties as assigned.
• Complies with all policies and standards.

Qualifications

• High School Diploma required
• 1+ years of Customer Service Call Center experience required
• Navigating through and handling escalated issues required
• Must have high speed internet
• Must be able to attend 6 weeks of training M-F 9:30-6:30pm est
• After training, must be able to work 1:30-10pm est, including a weekend day from 9:30-6pm est

Knowledge, Skills and Abilities

• Proficient with Microsoft Office (Outlook, Word, Excel, PowerPoint, Teams, Viva Engage)
• Must be able to work in a fast-paced environment with a heavy call volume.
• Demonstrated ability to prioritize multiple tasks.
• Excellent verbal and written communication and organizational skills.
• Ability to complete multiple projects, implement decision strategies and effectively communicate to upper management.
• Must have a high level of interpersonal skills.
• Ability to work well on a team and independently.
• Ability to be a self-starter with a strong work ethic.
• Experience navigating through and handling escalated issues.
• Have a passion for delivering exceptional customer service using internal tools to assist and take ownership resulting in first time resolution.
• Have strong computer, literacy and numeracy skills, and a keen attention to detail with the ability to multitask.
• Ability to quickly adapt, learn and apply knowledge to current and changing software.
• Proven ability to problem-solve and think creatively.
• Ability to demonstrate excellent adherence to schedule, excellent attendance and punctuality.
• Ability to adhere to departmental policies and guidelines.
• Must be able to remain in a stationary position at a desk and/or computer for extended periods of time.

Benefits

• Health Benefits:
  • Cost-effective medical, dental and vision plans
  • Employee Assistance Program and other mental health resources
  • Additional programs include company paid term life insurance and disability coverage
• Financial Benefits:
  • 401(k) plan that includes a company match
  • Employee Stock Purchase plan
  • Paid Time Off
  • Holidays – All full-time and part-time with benefits employees receive days off for 7 company-wide holidays, plus an additional floating holiday to be taken at the employee’s discretion.
  • Vacation Time – All 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. All employees gain additional vacation time with further tenure.
  • Sick Time – All full-time employees receive 80 hours of sick time each year. Part-time with benefits employees receive time off based on the number of hours they work, with a minimum of 60 hours each year.
• Other Benefits:
  • Complementary stand-by cruises, employee discounts on confirmed cruises, plus special rates for family and friends
  • Personal and professional learning and development resources including tuition reimbursement