Journey with us! Combine your career goals and sense of adventure by joining our exciting team of employees. Royal Caribbean Group is pleased to offer a competitive compensation & benefits package, and excellent career development opportunities, each offering unique ways to explore the world.
The Royal Caribbean Group’s Celebrity Cruises brand has an exciting career opportunity for a full time Inbound Call Center Sales Agent on the Consumer Outreach team reporting to the Inbound Coach.
Position Summary:
This position is part of a direct consumer outreach sales organization, where the sales agent is the first point of contact for guest calling into our contact center. Agent is responsible for utilizing sales techniques to finalize sales on one call. Position is also responsible for servicing the direct guests as well as, exceeding their expectations during each call. This position strictly handles inbound calls, including up until the time the guest sails. Agent will be accountable for strategic revenue targets month to month.
Essential Duties and Responsibilities:
Effectively evaluate guest needs and identify products that best fit the guest’s requests; providing sales quotes for these products on all Sales calls and correctly creating accurate reservations
Servicing existing reservations according to guest requests and in accordance with existing business rules
Escalating and delegating service calls to the appropriate support departments
Responsible for working with other departments to assist guest in securing accurate information and finalizing their reservation
Applying customer service standards in all guest interactions as defined by the business
Responsible for correctly capturing pertinent information and payments during all interactions with guests
Responsible for maintaining brand standards when handling guest inquiries
Responsible for ensuring guest inquiries are consistently handled in an efficient manner within set call handling times.
Responsible for delivery of sales conversion rates according to communicated goals.
Qualifications, Knowledge & Skills:
Previous sales experience; prefer at least one year of phone sales experience
High school diploma or equivalent; 2-year college degree preferred
Ability to meet or exceed weekly and monthly sales goals.
Ability to use sound judgment and qualifying questions to effectively maneuver through the sales quote and booking process.
Apply effective sales technique to address all guest concerns and secure the sale on one call.
Must consistently demonstrate effectiveness in building relationships and discovering what motivates the guest to buy.
Ability to relate to guests, and respond to the guests concerns and desires.
Ability to bridge across the sales process by using key sales techniques.
Ability to use clear, professional and precise communication with the guests about all details of their vacation according to brand standards.
Ability to display the highest degree of personal integrity and take responsibility for personal and professional growth.
Must adhere to assigned schedule and all applicable CVP objectives and goals.
Computer knowledge and skills required.