Senior Customer Service in Springfield, OR at Royal Caribbean Cruises Ltd.

Date Posted: 7/11/2019

Job Snapshot

Job Description

Senior Cruise Representative

Great vacations begin with great employees!

Combine your experience and sense of adventure by joining our exciting team of employees in Springfield, OR. Royal Caribbean Cruises Ltd./Celebrity Cruises is pleased to offer a competitive compensation & benefits package, and excellent career development opportunities, each offering unique ways to explore the world.

Position Summary

Sr. Cruise Representatives must demonstrate an upbeat and friendly disposition and excellent customer service skills to represent Royal Caribbean as a best-in-class contact center. Team members must position and sell Royal Caribbean products and services on each call. Sr. Cruise Representatives handle in-bound telephone calls from travel partners and/or direct guests requiring information regarding specialty products, cruise enhancements, services, pricing and company website assistance. They perform all the duties of the Cruise Representative and are assigned additional skills requiring at least intermediate product knowledge. Team members are responsible to conduct research and complete special projects.

Career Snapshot

  • Answers in-bound telephone calls from travel partners and/or direct guests. Provides general information regarding Royal Caribbean products, services and promotions. Quotes prices and availability including cross-selling and up-selling. Secures bookings.
  • Supports travel partner and guest calls regarding specialty products, pre-cruise purchases, and vendor partnerships. Assists travel partners and/or guests in navigation of consumer and trade websites or assists in the website confirmation process.
  • Services existing bookings including making changes to reservations, accepting and recording payments and assisting travel partners with arranging guest preferences. Researches and provides information in order to accommodate special needs.
  • Enters required information into Royal Caribbean systems and maintains an accurate history of each reservation and any associated transactions. Uses multiple data base systems, internal computer programs and various computer-based resources.
  • Conducts complex research for the purpose of problem resolution and communicates solutions to travel partners and/or guests.
  • Complies with established industry and company protocols and procedures. Understands and complies with company quality assurance standards.
  • Attends required training classes, completes required on-line training courses and satisfies completion standards. May be assigned to special projects and may serve on employee committees.
  • Performs other duties as required. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor or management.


Job Requirements


  • High school graduation or GED. Associate Degree preferred.
  • Must be at least 18 years of age.
  • A minimum of six months customer service experience.
  • Effective communication skills in spoken and written formats with both internal and external customers. Attention to detail.
  • Demonstrated ability to utilize internal computer software, web-based resources, and Microsoft Office programs. Ability to learn and utilize multiple systems in completion of job functions.
  • Ability to work in a fast-paced, metric-driven environment.
  • Decision making skills in situations where variables exist. Ability to assess situations and make mutually beneficial decisions within established guidelines.
  • Sales skills including positioning products to meet customer needs.
  • Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to understand and explain promotions, basic accounting, commissions, and payments.
  • Ability to comply with internal policies, guidelines and conduct standards.
  • Ability to accurately perform data entry of both text and numeric information at a rate of at least 35 wpm from both spoken and printed sources.

It is the policy of the Company to ensure equal employment and promotion opportunity to qualified candidates without discrimination or harassment on the basis of race, color, religion, sex, age, national origin, disability, sexual orientation, sexuality, gender identity or expression, marital status, or any other characteristic protected by law. RCL and each of its subsidiaries prohibit and will not tolerate discrimination or harassment.


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