• Job Description

  Req#: 9046

  Princess Cruises, Holland America Line, and Seabourn offer world-renown vacations at sea to travelers around the globe. This is an opportunity to join a dynamic, unified organization as part of their highly experienced team in our corporate office.

  
  We’re looking for an experienced Travel Air Agent to fill this role. You’ll be responsible to provide support for Guest Travel by assisting in monitoring phone volume, ensuring queues are worked daily, and assist with escalated calls. You’ll work closely with the Supervisors during weekend operations to make sure phone coverage and queue/report production is complete.

  Here’s a summary of what we are looking for in a Lead Air Customer Service Agent. Is this you?

  Responsibilities

  • Monitor phone status to ensure agents are available to take calls depending on volume and verify all skillsets are covered appropriately and advise Supervisors to adjust as needed to ensure proper phone coverage
  • Assist the department with weekend coverage coordination and ensure agents are available to take calls and work secondary duties depending on call volume.
  • Monitor queues, ensure productivity of critical queues and work with Supervisor when agents need to be reassigned daily tasks as needed.
  • Monitor Shipboard and Family assistance inboxes to ensure emails are being actioned on a timely manner.
  • Handles escalated calls as the first point of contact. Work with Supervisor to find positive resolutions in a professional manner.
  • Communicates effectively with agents, Supervisors, coworkers, and management to reduce communication-related work errors.
  • Provides cross-function in all areas of Guest travel as needed, ensuring that overall department needs are met when coverage is needed.
  • Treats Guests, Travel Professionals, and coworkers with courtesy, professionalism, and sensitivity in accordance with C.R.U.I.S.E. principles.
  • Consistently delivers on commitments to external and internal customers to drive customer satisfaction.
  • Responds to messages and requests promptly and professionally. Uses sound judgment to maintain confidentiality.
  • Commits to continuously improving job performance; actively seeks opportunities for growth and accepts constructive criticism.
  • Pays attention to detail and reviews work for accuracy and thoroughness.
  • Adheres to established priorities to complete work by given deadlines.
  • Follows up on escalated phone calls with Supervisor to determine appropriate coaching
  • Follows instructions and responds to management’s direction in order to achieve desired outcomes.
  • Brings critical information and issues to management’s attention before they affect productivity.
  • Demonstrates commitment to core values through behavior, attitude, and performance.
  • Exhibits integrity, fairness, and professionalism in everyday conduct.
  • Earns trust by following through on commitments and accepting accountability for actions.
  • Contributes to a positive work environment by exemplifying The Consummate Host principle.
  • Ensures compliance with all legal and legislative regulations that pertain to the job, including Company and department-specific policies.
  • Follows all Company and department-specific policies and procedures during daily operations of the job.

  
  Requirements

  • 5 years of related experience in a travel agency, airline, or wholesale travel agency.
  • Ability to communicate effectively (verbally and written) with guests, shoreside and shipboard colleagues in other departments, and management.
  • Proficient in the use of computer business applications with working knowledge of Polar, Sabre travel applications.
  • Excellent phone customer service skills
  • Knowledge of all aspects of the Sabre airline reservation system such as creation of an air booking, ticketing, exchanges, pricing, routing, and queue processing
  • Knowledge of Excel
  • Knowledge of Polar
  • Must be available to work at least one weekend day per week
  • Must be legally authorized to work in the United States. Holland America Lien is unable to sponsor or take over sponsorship of employment visas at this time (e.g., H-1B status).
    

  What You Can Expect

  • Cruise and Travel Privileges for You and Your Family
  • Health Benefits
  • 401(k)
  • Employee Stock Purchase Plan
  • Training & Professional Development
  • Tuition & Professional Certification Reimbursement
  • Rewards & Incentives
  • Base Hourly Range: $18.94 to $25.58. The range is applicable for the labor market where the role is intended to be hired. Final base salary is directly related to each candidates' qualifications and experience uniquely.
    

  Our Culture… Stronger Together

  Our highest responsibility and top priority is compliance, environmental protection and the health, safety and well-being of our guests, the people in the communities we touch and serve, and our shipboard and shoreside employees. Please visit our site to learn more about our Culture Essentials, Corporate Vision Statement and our Core Values at: https://www.hollandamerica.com/en_US/our-company/mission-values.html
  
  BRAND is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.

  
  Americans with Disabilities Act (ADA)

  BRAND will provide reasonable accommodations with the application process, upon your request, as required to comply with applicable laws. If you have a disability and require assistance in this application process, please contact recruiting@hollandamericagroup.com
  
  #HAL

• About the company

  Princess Cruises is an American cruise line owned by Carnival Corporation & plc. The company is incorporated in Bermuda and its headquarters are in Santa Clarita, California.

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