Windstar Cruises Hiring For Contact Center Operations Agent (remote) at Denver, CO, United States Full Time

Job Description

Overview (Text Only):
Awarded World’s Best Small Ship Cruise line, Windstar Cruises is known for intimate yacht style experience and unique voyages to the world’s best small ports and hidden harbors. Its three sailing yachts and three all-suite yachts carry just 148 to 310 guests and cruise around the world.

Our Mission: We imagine and deliver personalized and immersive experiences 180 degrees from ordinary

Our Vision: Enriching people’s perspective through inspired travel

Our Values: Welcoming, Innovative, Now, Discipline, Serve, Teamwork, Authentic, Responsible

The remote Contact Center Operations Agent is responsible, in partnership with the Guest Services Operations team, for facilitating the effective operations of the cruise booking processing and voyage operations. This role will work with the Supervisor and Lead staff to improve team performance and meet company KPI’s for bookings and guest communications. Contact Center Operations Agents are responsible for assigned operational booking tasks and will need to effectively coordinate all booking aspects post creation to ensure bookings are accurate.

This is a remote environment that you can enjoy within the comfort of your own home! Pay is $15.85 per hour PLUS incentives!

See what our team members have to say about this great opportunity!

• “I appreciate the ability to work from home that many of my coworkers are well-traveled and respond quickly by phone and email. I get to be in touch with intelligent guests and agents from all over and together we craft dream trips they’ll remember for life!”
• “I really enjoy that everyone here is willing to help each other. Everyone here is beyond ordinary!”
• “The support and understanding from upper management not just in our professional life, but personal life is amazing!”

Windstar Cruises is an Equal Opportunity Employer

Responsibilities (Text Only):

• Act as contact agent for TA/Guests to coordinate voyage moves, itinerary changes, port changes, and charter notifications.
• Assist with sending Visa letter notifications, informational documents, itinerary changes, and other letters as needed.
• Perform sales and service backup to Reservations in peak calls time, as directed through the ACD queue process.
• Handle outbound and inbound calls, emails, and Smartsheet interactions to effectively align bookings with voyages.
• Prepare, run and distribute manifests to the ships accurately and on schedule.
• Reconcile invoices by assisting with open balance collection, Future Cruise Credits, and refunds.
• Provide 180 degrees from Ordinary Guest Service through all lines of communication to our guests and clients in a professional and calm demeanor at all times.
• Other duties as assigned by management.

Qualifications (Text Only):

• Cruise or tour operations / reservations experience preferred.
• Previous customer service experience preferred.
• Preferred experience managing processes with timelines.
• Proficiency with Reservations and Operations systems (Seaware preferred)
• Capability to organize and manage multiple tasks simultaneously.
• Self-starter with excellent task management skills
• An intermediate proficiency in all Microsoft Office programs, with the ability to teach their primary usage(s).