• Job Description

  Req#: 6743
  Employer is seeking a Specialist, Casino Sales & Support to join our team. As part of our company, you will have the opportunity to provide exceptional service to our casino guests and travel partners. With a focus on sales, support, and problem resolution, you will play a vital role in ensuring a positive guest experience. Join us and be part of a dynamic and rewarding team.
  
  JOB SUMMARY:
  
  - Handle a high volume of inbound sales and service calls from casino guests and travel partners
  - Process new casino bookings, upgrades, and reservation changes
  - Resolve issues and inquiries via phone support, exceeding guest expectations
  - Collaborate with cross-functional departments to maximize booking revenue
  - Participate in feedback and coaching sessions, as well as team meetings
  
  ESSENTIAL FUNCTIONS:
  
  Sales and Service:
  - Handle inbound calls from casino guests and travel partners
  - Process bookings, upgrades, and reservation changes
  - Resolve issues and inquiries to maintain guest satisfaction
  - Collaborate with cross-functional departments to maximize revenue
  - Participate in feedback and coaching sessions to enhance performance
  
  Decision Making:
  - Update promotions and waive penalties and fees as needed
  - Collaborate with cross-functional departments to resolve issues promptly
  
  Internal Collaboration:
  - Partner with internal departments to assist with casino guest bookings
  - Maximize booking revenue through collaboration with PVPs, Services, and Fun Experts
  
  Additional Responsibilities:
  - Perform call-backs and projects as requested by management
  - Adhere to departmental policies and guidelines
  
  QUALIFICATIONS:
  
  - High School Diploma
  - Minimum 1 year of Call Center experience
  - Proficient with Microsoft Office (Outlook, Word, Excel, PowerPoint, Teams, Viva Engage)
  - Ability to work in a fast-paced environment with a heavy call volume
  - Excellent verbal and written communication and organizational skills
  - Ability to prioritize multiple tasks and implement decision strategies
  - Strong interpersonal skills and ability to work well in a team
  - Strong work ethic and ability to work independently
  - Experience handling escalated issues and providing exceptional customer service
  - Strong computer literacy and numeracy skills with attention to detail
  - Ability to quickly adapt and learn new software
  - Problem-solving and creative thinking skills
  - Excellent adherence to schedule, attendance, and punctuality
  
  ADDITIONAL INFORMATION:
  
  - The hourly rate for this role is $18.00.
  - All non-sales roles participate in an annual cash bonus program.
  - Sales roles have an incentive plan.
  - Management roles are eligible for an additional vesting equity plan.
  - Comprehensive benefits package including medical, dental, vision, and more.
  - Employee Assistance Program and mental health resources available.
  - 401(k) plan with company match and Employee Stock Purchase plan.
  - Paid Time Off including holidays and vacation time.
  - Complementary stand-by cruises and employee discounts on confirmed cruises.
  - Personal and professional learning and development resources.
  - On-site preschool program, wellness center, and health clinic available at our Miami campus.

• About the company

  Carnival Corporation & plc is a British-American cruise operator, currently the world's largest travel leisure company, with a combined fleet of over 100 vessels across 10 cruise line brands.

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