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Custom & Air Sea Lead in Miami, FL at Royal Caribbean Cruises Ltd.

Date Posted: 1/4/2019

Job Snapshot

Job Description

POSITION SUMMARY:

The Choice Air Lead Agent is the first point of contact for all escalations and is required to possess a superior level of customer service skills that are utilized during interactions between internal customers, external vendors, front line, and management teams. This agent provides the Call Center team with leadership support and guidance as needed for process resolution. The Choice Air lead also acts in a subsidiary role to the Guest Flight Operations team as needed
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ESSENTIAL DUTIES AND RESPONSIBILITIES:

1. Responsible for handling escalations and resolution of guest and travel agent displeasure when the call center agent is unable to assist.
2. Troubleshoots and corrects reservations
3. Assist front line by providing alternatives with cost decision during guest re-protection (flight alternatives) based on airline schedule changes, agent error or any other air service failure.
4. Provides feedback to Supervisor specific to areas of improvement and the coaching.
5. Responsible for making decisions regarding policy flexibility and exceptions that fall outside the front line staff scope.
6. Works on special projects as required.
7. Distributes monthly QA monitoring evaluations to the front line.
8. Support and conducts Agent training.
9. Provides phone assistance to support the business needs.
10. Monitors Avaya (agent call monitoring system) to ensure agent compliance with call-center guidelines, and perform other duties as required.

Job Requirements

QUALIFICATIONS:

High School diploma or general education degree (GED) required. B.A. preferred.
Airline CRS experience a plus.
1-2 years related experience and/or training.
Previous reservations or travel industry experience preferred.
May be required to be on-call and provide some support outside of the office.
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KNOWLEDGE AND SKILLS:

Superior knowledge of Amadeus and the AS400 or similar reservation system skill is necessary.
Working knowledge of Microsoft Excel, Word as well as Lotus Notes
Superior decision-making skills required, including the ability to think critically and use independent judgment.
Ability to define problems, collect data, establish facts and draw valid conclusions.
Ability to write reports and business correspondence
Must be able to respond effectively to questions from management, frontline, vendors and customers.
Strong interpersonal skills and must possess the ability to interact and communicate with internal and external customers at all levels.
Maintain successful business relationships throughout the department and the company as a whole.

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