Engagement Center Support Agent, Level I in Wichita, KS at Celebrity Cruises, Inc.

Date Posted: 6/30/2020

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:

Engagement Center is a brand-wide initiative dedicated to delivering uncompromising, individualized service to our guests.  The position requires the ability to work and thrive within a five-star, Modern Luxury culture. The Engagement Center Support Agent, Level I addresses a wide variety of guest needs pre-cruise. They are responsible for basic service transactional functions. They will respond to guest inquiries and concerns in an expedient manner, providing resolution in one contact, while delivering luxury service in alignment with the brand vision.

Essential Duties and Responsibilities:

  • Owns basic guest interactions and serves as a point of contact, providing the highest level of hospitality and professionalism
  • Responds to guest requests in an accurate and timely manner, regarding inquiries as it relates to refunds or Future Cruise Credits. Builds positive relationships with our guests and demonstrates “World at Your Service” standards
  • Able to review Captain’s Club loyalty program information with members
  • Uses appropriate internal systems to research and gather the information needed to appropriately respond to a guest’s inquiry or concern
  • Understands and complies with departmental standards and established metrics. Attends required training classes, completes required online training courses and satisfies completion standards


Job Requirements


Qualifications, Knowledge, and Skills:

  • High School graduate, GED, or relevant hotel/hospitality experience preferred
  • Ability to multi-task, pay attention to detail, and be proactive while delivering outstanding luxury service in a creative, positive and focused manner
  • Relates to the customers’ needs while keeping the company’s best interest in mind. Ensures follow-up occurs and deadlines are met within a timely manner for all internal and external customers
  • Exhibits strong interpersonal skills, in addition to exceptional oral and written communication skills
  • Communicates effectively with all external and internal customers through both verbal and written interactions
  • Holds knowledge of company contact center systems; policies and procedures relating to cruise reservations; Casino member programs; and all sales, marketing and revenue promotional offers
  • Displays proficiency in Microsoft Windows, Microsoft Office applications
  • Ability to sell by positioning products/service to enhance overall vacation experience
  • Capacity to think independently and research as well as demonstrate sound judgment, effective reasoning, proven problem-solving abilities and effective decision-making skills
  • Accurately performs data entry of both text and numeric information at a rate of at least 35 wpm from both spoken and printed sources
  • Proficiency in English. Fluency in a secondary language would be an added advantage
  • Possesses the ability to work in a call center environment (open cubicles in close proximity to others, exposure to continuous background noise, etc.)
  • Demonstration of excellent follow-up and organizational skills, with the ability to work a flexible and varied schedule, including weekends and holidays, to accommodate a 24-hour-per-day operation
  • Performs work comfortably in a sitting position while being required to view a computer screen (and visually distinguish color) for extended amounts of time (up to an entire shift period, notwithstanding scheduled breaks and lunches)
  • Ability to see (visibly) computer monitors, use fingers, hear customers via phone and in person.  Specific vision abilities required include close vision and ability to adjust focus.  The employee is regularly required to sit, stand, write, review and type reports, compile data, and operate a pc. The employee regularly moves about the office complex, and may climb, descend, lift or move 10 pounds.

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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