Call Center Representative (On-site)

About Our Client:
Our Client is the industry leader in providing excursions to cruisers in the ports they visit around the world. They are the world’s largest independent shore excursions company in the multi-billion-dollar cruise excursions marketplace. They are partnered with thousands of travel agencies and feature over 5,000 tours and activities developed with exceptional local experts. Located in South Florida, the cruise capital of the world, we are seeking an experienced, enthusiastic, highly motivated, and detail-oriented sales account manager to maximize our B2B engagement with travel agencies. Join our incredible team today!

About the Position:
Our Expert is an integral part of our contact center team and will focus on maximizing all incoming sales opportunities. Exceptional sales and customer service experiences are provided to our worldwide cruise passengers and travel agency partners. Our primary focus is to sell a wide variety of exciting shore excursions to cruise passengers sailing on ships around the world via inbound calls, emails and online chat.

The Basics:

• Acquire knowledge of tours and destinations to allow effective and efficient sales of tour products.
• Interact with customers over the telephone in an extremely professional, positive, knowledgeable, and helpful manner to maintain high customer service standards and maximize sales.
• Possess ability to upsell on all possible orders
• Utilize proprietary booking systems to search for products, respond to inquiries, place orders, and update existing customer information.
• Deliver excellent service in allcommunications with clients
• Interact with leadership when necessary to provide feedback on customers, products, technology, and processes in order to improve overall company operations
• Work effectively in a team-oriented setting, encouraging constructive feedback and cooperating with team members and other departments

Skills/Qualifications:

• A minimum of 3 years in a professional, high volume inbound call center
• Strong sales and service skills
• Excellent communication skills (both verbal and written)
• General knowledge of world geography, with special attention to worldwide cruise ports
• Ability to multitask at ease, while maintaining priorities.
• Possess basic data entry skills (type minimum of 30 wpm w/accuracy)
• Display consistent initiative without being prompted
• Positive and highly-motivated with the ability to adapt well to change
• Creative and critical thinking to help identify efficiency opportunities
• Self-starter with drive to meet and exceed performance metrics
• Be coachable so that improvement is always being made in all interactions
• Detail oriented

Preferred, but not required:

• Fluent in Spanish and/or French
• Proficient in Microsoft Office & Google Docs Suite
• Certified Travel Consultant accreditation
• Travel/cruise agency experience

Compensation and Benefits:

• Health, vision, and dental benefits
• 401(k) Plan
• Paid Time-Off and Personal Days
• Standard Holidays
• Access to Training & Professional Development Programs
• Pay: $17- $19/hour depending on skills and experience