Agent, SVS Inbound Sales

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

We are proud to be the vacation-industry leader with global brands — including Royal Caribbean International, Celebrity Cruises and Silversea Cruises — the most innovative fleet and private destinations, and the best people. Together, we are dedicated to turning the vacation of a lifetime into a lifetime of vacations for our guests.

Silversea is the defining name in luxurious cruise travel by distinguishing itself in the ultra-luxury market with its elegant, all-suite ships, all-inclusive pricing, worldwide itineraries and genuine hospitality. We are proud of our reputation as the "World's Best" cruise line and seek individuals who take personal pride in their work to join our award-winning team

Position Summary:

This position is part of a direct consumer outreach sales organization, where the sales agent is the first point of contact for guest calling into our contact center.  This position handles inbound calls and chat, including up until the time the guest sails.  Agent is responsible for selling and servicing Silversea cruises and related shore side products and services to the consumer, via inbound calls.  Utilize phone calls to the Silversea toll free number to generate sales and help foster long-term customer relationships through great service. Work directly with the consumers to provide a personalized luxury customer service experience.  Work within the global sales and support teams for the achievement of customer satisfaction, revenue generation, and long-term sales goals in line with company vision and values.  Work with management to make sure that call volume is handled efficiently.

Essential Duties and Responsibilities:

• Sell Silversea cruises and related shore side products and services, using inbound consumer contacts.

• Effectively evaluate guest needs and identify products that best fit the guests needs, providing sales recommendations for our products on all Sales calls and correctly creating accurate reservations
•  Servicing existing reservations according to guest requests and in accordance with existing business rules

• Meet assigned monthly, quarterly, and annual targets.
• Manage a high-volume workload, meet goals assigned by management, and optimize the selling process through a scripted Sales Process.
• Communicate and interact effectively with decision makers, at all levels internally and externally.
• Maximize all opportunities in the process of closing a sale; service existing cruise bookings booked direct, and exercise upsell opportunities throughout the life of the customer relationship.
• Sell consultatively, using active listening skills, and make recommendations to prospects and clients.  
• Quickly apply new skills and multi-task to achieve peak levels of performance.

• Responsible for correctly capturing pertinent information and payments during all interactions with guests, utilizing company-supported technology tools and processes. 

• In cases where Sales opportunities are not closed, providing all necessary information to pass along to ensure we are maximizing the company’s marketing return on investment (ROI).
• Adhere to all company policies, procedures and business ethics codes.

• 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.

Qualifications, Knowledge and Skills:

• Demonstrate ability to interact and cooperate with all company employees.
• Build trust, value others, communicate effectively, drive execution, foster innovation, focus on the customer, collaborate with others, solve problems creatively and demonstrate high integrity.
• Maintain professional internal and external relationships that meet company core values.
• Must adhere to Work from Home policies and guidelines
• Work both in a small local team and within a larger global team in a highly motivated, competitive environment toward a common goal.
• Computer knowledge and skills required.
• Must adhere to assigned schedule and all applicable PC objectives and goals.
• Proactively establish and maintain effective working team relationships with all support departments.

Agency and Third-Party Submissions: Please note this is a direct search by the Company, and applications through agencies and other third parties will not be accepted, nor will fees be paid for unsolicited resumes. Any unsolicited resumes will be considered the Company's property.

We know there's a lot to consider. As you go through the application process, our recruiters will be glad to provide guidance, and more relevant details to answer any additional questions. Thank you again for your interest in Royal Caribbean Group. We'll hope to see you onboard soon!

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. Royal Caribbean Group and each of its subsidiaries prohibit and will not tolerate discrimination or harassment.