Advocate, Partner STAR - Customer Service in Wichita at Celebrity Cruises, Inc.

Date Posted: 6/24/2020

Job Snapshot

Job Description

Journey with us! Combine your career goals and sense of adventure by joining our exciting team of employees. Royal Caribbean Cruises Ltd. is pleased to offer a competitive compensation & benefits package, and excellent career development opportunities, each offering unique ways to explore the world. 

Position Summary:

The Celebrity STAR Advocate position will support all reservation and group booking sales and service for the brand’s North America top trade partners in a high volume, fast paced environment including full support of any Loyalty and post sailing Guest Relations issues as needed. 

Essential Duties and Responsibilities:

  • Provides best in industry service to the brand’s top travel partners
  • Acts as an ambassador for the brand and maintains an expert level of knowledge about all aspects of the brand’s products, ships, and programs including but not limited to ChoiceAir, Xpeditions, CruiseTours, BookNGo, Celebrity Vacations, etc.
  • Handles all brand related sales and service related calls from select top travel partners as a one stop shop to support their individual and group business
  • Handles all email/fax/mail correspondence and actions reports that pertain to these partners relative to their bookings
  • Manages all group business including proactively consulting on all booked groups as needed to ensure successful group management; this includes making outbound contacts to the agency for key milestone deliverables, foreseeing any potential issue that may present a future challenge and mitigating it, and coordinating any onboard function or amenity deliveries for all groups as needed
  • Processes enrollments for guests and provides information pertaining to membership, fulfillment of membership, collateral and problem resolution for Celebrity’s Captain’s Club program 
  • Researches and resolves complex issues or travel partner/guest complaints which may involve complex accounting, pricing, inventory, promotions, service failures, onboard issues, and/or system issues
  • This position has no budget or expense responsibility, however is tasked with a revenue responsibility (selling bookings, upselling to higher valued inventory, and supplemental products such as air, pre/post hotels, tours, onboard revenue, etc.) for both volume and quality
  • This position will be empowered to handle resolutions which may include pricing adjustments deemed appropriate for service recovery and to maximize guest retention.  This may include special faring and the ability to approve or deny a request for exception to company policies and guidelines for reservations

 

Job Requirements

Qualifications, Knowledge, and Skills:

  • Bachelor’s degree (BA) preferred or equivalent combination of education and experience/training in sales, customer service, loyalty, or group reservations
  • 2-4 year of customer service experience
  • Strong verbal and written communication skills. Ability to write reports, memos and business correspondence
  • Ability to read and comprehend complicated instructions, short correspondence, memos and procedure manuals
  • Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization
  • Must be able to clearly speak and articulate in the English language with a professional, warm, and engaging tone
  • Employees are expected to be able to work any 40 hours per week schedule which may include evening and weekend hours
  • While performing job functions the employee is regularly required to sit, stand, write, review and type reports, compile data, operate a pc, communicate, listen, and assess information
  • The employee may move about the office complex, may travel to other office locations and may lift, push, pull or move 10-15 pounds. Visual requirement include distant, close and color vision, and ability to adjust focus
  • Successful candidates must be able to work in a call-center environment (open cubicles in close proximity to others, exposure to continuous background noise)

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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