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Agent, CO Inbound CEL



CO Inbound Service Agent 


Position Summary:

Responsible for receiving and responding to sales and service requests from direct guests via inbound and/or outbound phone calls, as assigned. Provides single call/first call request resolution to convert shopping calls, service existing bookings, and adds any requested revenue components to bookings. Makes outbound calls to advise of changes to reservations (i.e., redeployments, charters, etc.), and makes changes to the reservation as required. May contact other departments to complete guests’ service requests and provide appropriate responses to guests. Receives and responds to guests through written chat communication tools, providing the same service as when doing so by phone.  Works in a non-scripted environment where relationship building is key to securing bookings and loyalty to the Brand.

Essential Duties and Responsibilities:


1. Answers complex and routine calls or written chats from both direct guests and at times our travel partners to sell and service cruise reservations both pre-cruise and post-cruise.

2. Responds to shopping requests for creating cruise vacation reservations, processing service requests, and addressing questions from direct guests related to all components on a reservation.

3. Makes any, and all necessary, changes to reservations at the request of the direct guest for Individual Reservations only (FIT) and addresses any items identified that may cause further contact or challenges.

4. Analyzes guests’ reservation and recommends any additional revenue components to the guest’s booking that will enhance the cruising experience including Air, Cruise tour (land packages), Shore Excursions, Pre-cruise Planner items, etc.

5. Makes outgoing calls and receives incoming calls and written chats from guests related to redeployments, charters, etc. and makes all necessary changes to reservations.

6. Achieves a high level of proficiency of the various Royal Caribbean systems and maintains updated knowledge as needed.  Maintains an accurate history of each reservation. Uses multiple data base systems, internal computer programs and various computer-based resources.

7. Conducts research for the purpose of problem resolution and communicates solutions to guests. 

8. 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.




  • High School graduate or GED required
  • 2-year Associates degree or equivalent preferred
  • 1-year customer service experience in a contact center environment required
  • Advanced level of English proficiency in reading as well as verbal and written communication skills

Knowledge and Skills:


  • Ability to accurately perform data entry of both text and numeric information at a rate of at least 35 wpm with 90% accuracy from both spoken and printed sources.
  • Effective communication skills in spoken and written formats with both internal and external customers.
  • Attention to detail and highly adaptable to change.
  • 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.
  • Demonstrated ability to utilize internal computer software and web-based resources. Ability to learn and utilize multiple systems in completion of job functions.
  • Ability to comply with internal policies, guidelines, and conduct standards

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