Customer Service
Nationwide, USA
Do you want to be part of a winning team at Viking? Take your career to new heights today and be in the front seat as you help drive our department culture and protect the Viking brand.
The Customer Relations Supervisor oversees coverage for the department queues, ensures case management success, and promotes employee retention through quality reviews, coaching opportunities, and maintaining a positive work environment. Reporting to the Senior Manager, the Supervisor will manage a team of up to 12 agents with the objective of improving the quality of guest engagement to promote guest retention and decrease online exposure.
What you will be doing during your career with Viking:
Monitor queue coverage to meet service level standards.
Administer attendance, payroll, other Human Resource duties.
Provide agents will negotiation strategy, compensation authorizations, and process compensation audits.
Promote and enforce department initiatives, policies, and procedures.
Communicate data trends, provide team productivity updates, and offer solutions to isolate procedural and behavior issues.
Field escalated or sensitive customer complaints by phone, email, or letter.
Assist with the interviewing, training of new hire agents.
Coordinate training opportunities for skill building of emotional intelligence, product & procedural knowledge, and time management.
Provide effective resolutions within tight deadlines.
You will be a great fit if you:
Are adept at protecting and promoting the company brand by building and maintaining strong interdepartmental relationships.
Communicate effectively across multiple tiers of the organization.
Can collaborate effectively with Senior Manager on customer care strategies to ensure customer satisfaction.
Can maintain a position of trust and responsibility through strong business ethics and confidentiality of privileged guest and business information.
Can strategize and execute team management and guest retention solutions.
To be considered for a career with us, you will need:
Exceptional interpersonal skills, “can-do” attitude with tenacity to find information as well as tactful approach. Proactive, self-starter willing to do what is needed to complete a task and able to work highly independently without requiring follow-up.
Computer skills and familiarity with PowerPoint, Excel and Word
Professional phone etiquette and business communication
Ability to solve practical problems and deal with a variety of variables in situations with inconsistent information
Ability to interpret a variety of instructions provided either in writing, orally, or in scheduled form
Research and analytical skills for collecting and evaluating information and data.
Advanced negotiation and mediation skills
Bachelor’s degree desired or 5+ years dispute resolution/mediation/negotiation experience and supervisor experience.
What we offer you:
Highly competitive compensation plan
Base Hourly Range is $24.51-$33.65/ hour (determined by a number of factors, such as geographic location). As a result, employees working full-time for a complete year typically expect to earn between $50,980 to $69,992, depending on the number of hours worked, plus overtime.
Full time employees are also eligible for bonus/benefits.
Full benefits including medical, dental, vision and life and disability insurance at a highly subsidized rate (some plans are fully paid by Viking)
Paid training, 6 paid holidays per year and a 401(k) plan with company match
Employees accrue up to 15 days of vacation after 90 days of employment
Employees accrue 1 hour of sick time for every 30 hours worked (use rules vary by location)
Opportunity to take a free and/or discounted cruise
Highly subsidized gym membership
Discounts on theatres, theme parks, movie tickets, travel discounts through IATA membership and too many more discounts to name
Pride and excitement of joining an award-winning team, previously named #1 in ocean, #1 in river and #1 in customer service.